As technology accelerates and customer expectations rise, technical expertise alone is no longer enough to guarantee success in facilities management, especially with today’s high-tech HVAC and plumbing equipment.
According to Dan Quinonez, chief operating officer of the PHCC National Association and executive director of the PHCC Educational Foundation (Foundation), those tasked with installing and maintaining this equipment need expanded training that strengthens communication, leadership and business acumen alongside traditional technical instruction.
For decades, the Foundation has focused on what Quinonez calls its “gold standard” apprenticeship curriculum, providing pre-apprentice and apprentice training for plumbing and HVAC technicians. That technical foundation remains essential.
But he shares that the marketplace has evolved, and training must evolve along with it.
“Training has become the No. 1 issue organizations are asking for,” Quinonez says.
Today’s technicians seek opportunities to upgrade their skills, pursue career advancement and position themselves for promotions and higher pay.
To meet that demand, the Foundation has expanded its online offerings through the PHCC Academy, adding new communication and sales courses designed to bridge the gap between technical competence and customer engagement.
Licensed from ServiceSkills and adapted in partnership with Quality Service Contractors (QSC), the short, interactive modules focus on real-world applications. The ServiceSkills series targets three key audiences:
Technicians and apprentices who interact directly with customers or internal stakeholders.
HR professionals and leadership teams are responsible for building high-performing workplaces.
Administrative and facilities management staff who serve as the first point of contact.
In addition, the Foundation has launched a self-paced online version of QSC’s popular “Seal the Deal” course. This program equips field technicians and plumbers to confidently present solutions, navigate budget objections and articulate the value of their work.
“Properly educating and training technicians, apprentices and internal professionals for industry-focused work is incredibly important,” Quinonez explains. “But if they don’t possess the confidence to communicate and negotiate effectively, they risk falling behind.”
Focusing on soft skills mirrors a larger trend in facilities management and building trades, where professionalism and great customer experience are key differentiators.
In these roles, a technician often must meet with stakeholders/customers at a critical moment, such as when an HVAC system is down, a water pipe has burst, or a boiler is leaking.
“The most important thing they can do in these situations is provide some level of comfort and confidence,” Quinonez says. “That interaction can determine how the company or facilities department is perceived across an organization.”
Whether maintenance is handled in-house or by outside contractors, facilities staff must communicate clearly, explain costs and help stakeholders understand both immediate repairs and long-term upgrades.
Evolving technology and building codes are reshaping skill requirements. Quinonez explains that energy efficiency standards continue to change, affecting water consumption, energy use and equipment design.
He emphasizes that it's crucial for technicians to remain informed about cutting-edge technologies, including tankless water heaters, advanced HVAC systems, and artificial intelligence, along with changing standards, to deliver excellent customer service.
Staying on top of industry changes will help technicians take a consultive approach to every technology upgrade, repair and maintenance call, he adds.
“A consultative approach is critical, especially when repairs can rival the cost of a vehicle purchase,” he says. “Technicians must be prepared to discuss financing, lifecycle costs and energy performance in terms customers can understand.”
Education and training will also help contractors and facilities teams leverage the power of artificial intelligence (AI) to transform day-to-day operations, according to Quinonez.
AI used correctly can deliver efficiency gains through a strong focus on operational visibility, preventive maintenance and resource optimization across a fixed environment. Used incorrectly, it can drain resources and cost more money than it saves.
An educated facilities team can use AI tools to generate work orders, automate maintenance logs and create service reports from technician notes, photos or voice inputs. They can use AI tools to analyze historical work order data, asset criticality and technician availability to prioritize tasks and assign the right personnel automatically.
They can even integrate AI with building management systems (BMS), computerized maintenance management systems (CMMS) and IoT sensors to gain a unified picture of building health. AI can then correlate data across HVAC performance, energy usage, occupancy and maintenance history to support better decision-making.
But to be successful, they need ongoing education, Quinonez concludes.
Expanded training can also play a role in addressing burnout and employee retention, according to Quinonez.
By improving operational efficiency and equipping employees with better communication and time management skills, companies can reduce stress and increase job satisfaction.
Quinonez emphasizes that business management education is vital for smaller contractors and facility managers. He explains that many skilled tradespeople excel technically but struggle with accounting, leadership or growth planning. Coaching and leadership courses can help close that gap.
“One of the unique things about our industry,” Quinonez says, “is that the learning never stops.”
Facility leaders and skilled technicians continue to pursue technical certifications, management training and coaching over the span of their careers.
For this reason, the Foundation plans to expand its catalogue further, adding business leadership programs, “train-the-trainer” courses, OSHA training and manufacturer-specific technical modules.
“The goal is to support professionals at every stage of their careers,” Quinonez says.
As the industry enters a new era shaped by AI, energy efficiency mandates and heightened customer expectations, the message from PHCC is clear: technical mastery is only the beginning. Communication, leadership and continuous education are what will drive long-term success across the industry.
Ronnie Wendt is a freelance writer based in Minocqua, Wisconsin.
