Shannon Broom is the Technician Development Specialist at Total Comfort Solutions (TCS). Focused on innovation and professional development, Shannon has revitalized TCS’s technician development program by integrating Interplay Learning’s training platform to boost skill development and improve team performance.
Implementing Interplay
At Total Comfort Solutions, we pride ourselves on fostering a culture of continuous learning and development for our HVAC technicians. With operations spanning South Carolina, North Carolina, and Georgia, our mission is to optimize commercial building performance in a manner that reflects our values and earns our clients’ trust, supported by highly skilled technicians. One of the key elements driving our success in technician development has been our partnership with Interplay Learning, which has significantly enhanced our technician development program, TCS Academy.
We began integrating Interplay into our training regimen in 2021, and over the past year, we’ve adopted a more structured approach to maximize its benefits.
Interplay’s interactive and versatile courses have become a cornerstone of our technician development strategy. New hires undergo skill assessments to identify their strengths and areas for improvement, enabling us to tailor their training plans effectively. This personalized approach ensures that each technician progresses through the ranks with a solid technical and soft skills foundation, vital for their roles and career aspirations.
Training and Incentives
Our multi-faceted training program combines Interplay courses, on-the-job training (OJT), and specific proficiency tasks. Each technician has a customized development plan aligned with their career goals and our business needs, fostering a sense of ownership and engagement in their professional growth.
Our incentive program is designed to motivate and reward our technicians for continuous learning and skill development. Here’s how it works:
Technicians are encouraged to complete at least four Interplay courses each month. To motivate this, we award gift cards for completions.
As technicians progress through their training, they achieve various milestones. Major milestones include advancing from one technician level to the next. Their progress is recognized at each level with a formal recognition ceremony and potential pay increases. Minor milestones include completing on-the-job tasks, proficiency tasks, and Interplay courses. Achieving these milestones brings a sense of accomplishment and provides additional incentives and recognition.
We also track our technicians’ overall performance and engagement through Interplay’s point-based system. Technicians earn points for course completions and for revisiting and reviewing course materials. At the end of the year, the technician with the highest points is rewarded with a VR headset, which they can use to further their training through Interplay’s VR modules.
Our most recent recipient of the VR headset is a highly motivated technician named Tyler Hall. Tyler completed over 20 courses in a single month and earned a VR headset as a reward for his dedication.
In addition to technical training, we emphasize the development of soft skills. This holistic approach ensures our technicians are well-rounded professionals capable of delivering exceptional customer service and maintaining effective communication. We market our extensive development program as a key differentiator, attracting new talent by showcasing our commitment to their growth and success.
By combining these elements, our incentive program enhances our team’s technical proficiency and fosters a culture of continuous improvement and long-term engagement. This approach has led to a significant increase in course completion rates, demonstrating the program’s effectiveness.
Continuous Support and Recognition
Our incentives program goes beyond financial rewards. We foster mentorship opportunities where experienced technicians guide and support their peers. This peer-to-peer learning enhances the training experience and fosters a collaborative team environment.
By integrating these comprehensive training and incentives strategies, Total Comfort Solutions not only motivates our technicians to improve continuously but also aligns their personal growth with the success of our business. This approach ensures that we maintain a highly skilled, motivated, and satisfied workforce capable of delivering exceptional service to our clients.
Enhanced Training Efficiency
The integration of Interplay Learning’s platform has significantly streamlined our training processes. Previously, it took approximately one year for green technicians to become fully productive team members. With Interplay’s comprehensive and immersive training, we have reduced this transition period to just six months. This accelerated learning curve benefits our technicians and enhances our overall operational efficiency.
Leveraging VR Technology
One of the standout features of the Interplay platform is its use of virtual reality (VR) technology. We have headsets in all seven offices, and this has particularly impacted our younger technicians, who are naturally adept at navigating digital interfaces. The immersive VR experience makes learning more engaging and effective, allowing technicians to practice complex tasks in a realistic, risk-free environment. This hands-on approach ensures they gain confidence and competence before applying their skills in real-world scenarios.
Enhancing Safety and Certification
Safety training is a crucial component of our development program, beginning with initial onboarding and continuing through monthly safety meetings and regular quality checks by supervisors. While we use other sources for safety courses, Interplay has been instrumental in preparing our technicians for their EPA 608 certification exams, boasting a 100% pass rate among participants.
Interplay’s ease of use and continuous updates ensure that our training remains relevant and aligned with industry advancements. Technicians appreciate the comprehensive, mixed-media approach, which caters to various learning styles and enhances overall retention and application of knowledge.
Measurable Success and Looking Ahead
The impact of Interplay on our technician development is evident through increased course completion rates and the accelerated professional growth of our team members.
Our focus on personalized, structured training pathways has also contributed to higher retention rates and job satisfaction among our technicians. Interplay’s role as an in-field resource has improved on-the-job efficiency, minimizing the need for real-time supervisory support and empowering technicians to solve problems independently.
Integrating Interplay into our technician development program has been a resounding success, driving significant improvements in technician development, safety compliance, and overall job satisfaction. At Total Comfort Solutions, we are committed to nurturing the potential of our technicians, ensuring they have the skills and confidence to excel in their roles and advance their careers.
