More than 30% of units returned to manufacturers as "defective" through distributors were inspected as to the cause of failure or the root of the problem. The result? Installation error. Units which were perfectly good were installed so badly that they failed to perform properly--and of course no technician or contractor was at fault, so the unit was returned to the wholesaler and ultimately the manufacturer manufacturer as "defective."

As an HVAC distributor, correct installation and service means fewer warranty returns of products without defects as defective because of poor installation--a proposition which wastes time, cost money and undermines consumer confidence in manufacturers and the entire distribution chain. Installation by knowledgeable, certified technicians who do the job right the first time makes your job a lot easier. And in a business where profit margins are lean, many wholesalers are looking to provide their contractor customers with incremental value services.

Many wholesalers are looking to training and subsequent testing as both profit centers and value-added services which will strengthen their ties with the contractors who buy from them. In effect, some wholesalers are making their establishments centers for education and testing for their contractor base. Why? Because it is a value-added service which strengthens ties, it provides training opportunities, and it attracts new contractor customers. In 2003 and 2004, Wholesalers represented the segment of the industry which did the most NATE testing, about a third of all tests administered.

HARDI (Heating, Airconditioning & Refrigeration Distributors International) supports NATE and NATE testing, because NATE provides a mechanism to improve the level of knowledge, training, and service in the HVAC/R industry.

Certification lasts five years. Then technicians must recertify. Distributors can not only offer reparatory training for the NATE test, they can also administer the test, and then provide recertification training so technicians can retain their certification using continuing education as an option. (See Candidates, Training & Recertification)

Manufacturers realize that no matter how well-engineered equipment is, it can only perform well if it is properly installed--therefore better technicians are the manufacturers' business. Because wholesalers and distributors rely on the integrity of the brands they sell and on the profitability of the contractors who purchase from them to keep their wholesaling business strong, technician training and NATE-certification is important to wholesalers because poor installation reflects badly on everyone.

How Can We Profit From NATE certification?
Make your wholesaling or distribution business a magnet for NATE training and testing.

NATE-certified technicians have the knowledge to do the job right the first time, meaning less work -- but more business -- for distributors, manufacturers, and contractors. A NATE certified technician has fewer callbacks, and that means more of his calls are income-generating, and that means the contractor can do more jobs which translates into greater profitability for distributors.

But the most important way NATE helps your distribution business is by giving you a value-added service for your customers. Contractors and technicians look to you for the the latest information about how to do their jobs better and better serve their customers. By supporting NATE certification, providing training, and offering the NATE tests, you show that you care about them and the service they provide. (See Candidates, Training & Recertification)

Distributors can present training which they have created, or use training materials which manufacturers have created. The curriculum (Knowledge Areas of Techncian Expertise) is available for all NATE test. Each KATE breaks down the relevant knowledge elements into skills, tasks, and items technicians should know. These are elements that should be covered in training. They are the elements covered by the NATE tests.

How Can Wholesalers Get Involved With NATE certification?
Distributors can become involved with NATE testing by becoming a center for:

• NATE certification testing
• NATE certification training
• Recertification testing
• Continuing Education Recertification classes

Distributors can create classes and charge for the training. But most importantly, they give contractors another reason to come to the distribution center, thus tying contractors and their technicians closer as business and education partners. The distribution center becomes a center for education.

Better trained technicians profit everyone in the manufacturing distribution chain from the OEM's through the end user. They make themselves not only a point of sale for wholesale goods, but a point of distribution for knowledge and testing.

What do distributors/wholesalers say about certification?
Randy Tice, APR Supply: “Certification is important for many reasons!

“First, the end-user--the consumer--wants certification because it provides assurance that the contractor they use for their home comfort needs employs technicians who are knowledgeable, and technically proficient.

“Second, manufacturers want certified technicians to reduce errors caused by improper installation that slash the bottom line profitability for everyone.

“Third, an educated and certified technician provides the contractor with the ground-floor professionalism needed to run a stable financial business. Having well-trained technicians means that contractors can charge what their services are actually worth, because consumers will pay for quality and this helps contractors reach the level of profitability they want. When wholesalers train and test technicians, they are helping contractors along the road to financial well-being.

“Finally, training technicians is an investment in our business. A trained, certified technician has fewer callbacks because he does the job right the first time. Certified technicians don’t waste time with trial and error procedures and that means that their calls produce more income in less time. This knowledge positively impacts the bottom line for the entire business chain from manufacturer through contractor.”

Dan Hinchman, Aireco Supply Inc.: “It’s all about raising the bar in our industry and creating credibility with our customer users. It differentiates between higher skilled and less skilled technicians. There are fewer warranty, technical, and product problems because a technician holds NATE certification.”

Jeff Marquess, Air Engineers LLC: “Certification is important because it gives all technicians a standard, common set of tests of their knowledge so the contractor knows which technicians know what, and distributors know what areas to emphasize when they provide training classes. It’s a good way for a contractor to know what caliber of employee he has, and it encourages contractors to send their technicians to training to keep their skill levels current—and that enhances the entire industry.”