air conditioning

Nashville field tech enablement software provider equips HVAC leader’s nationwide dealer network with comprehensive technical services solution

XOi, a leading provider of technician-focused technology solutions, announces an enhanced collaboration with Carrier, an industry leader in heating, air conditioning and refrigeration solutions.

Dealers will benefit from a more streamlined experience between Carrier technical support services and distributor and dealer networks by utilizing XOi’s advanced technology for improving real-time installation or maintenance troubleshooting.

The Carrier Digital Advantage is a fully connected, incentivized ecosystem of digital tools and technologies provided to Carrier dealers and technicians. This program empowers dealers to provide best-in-class customer service by being more productive and efficient.

“The collaboration with XOi supports the Carrier Digital Advantage by empowering service teams with data insights and virtual support tools for each step in resolving service requests,” said Bob Lang, Director of Quality Assurance, Carrier. “Field technicians can quickly access resources from the Carrier support team to provide exemplary HVAC service.”

With XOi, Carrier technicians can access educational resources and equipment information to enhance efficiency and accuracy and provide exceptional customer service.

“We’re enhancing how information is shared among Carrier distributors and our dealers,” said David Kesterton, President of Mingledorff’s, a large HVAC distributor in the Southeast. “The collaboration between XOi, Carrier and our distribution team drives an even more efficient process for reporting and resolving issues in the field and keeping projects on track. Technicians have immediate access to the information they need with a tablet or smartphone. That kind of accessible, easy to navigate knowledge base helps deliver a premium customer experience.”

“Having both the distributor and Carrier technical support teams utilizing XOi brings closer alignment on field needs in real-time,” said John Holloman, Distributor Service Manager for Robert Madden Industries of Lubbock, Texas. “This enhancement to the partnership helps provide superior customer service to our dealers and each customer.”

Equipped with the data and analytics capabilities of XOi’s curb-to-curb solutions, Carrier service technicians can collect, index and analyze jobsite information and build an accessible institutional knowledge base that supports real-time decision-making.

“Expanding this collaboration to all service technicians helps Carrier contractors meet and exceed the demands of their customers,” said Aaron Salow, CEO and Founder of XOi. “The unique functionality and comprehensive communication and support XOi delivers supports Carrier’s commitment to providing an extraordinary service experience.”

XOi helps field service contractors and their teams drive productivity, elevate customer experience and help identify skilled technicians. For more information about XOi, visit https://xoi.io.

AHR 2023 is a wrap, and the biggest U.S. HVAC show marks the 20^th time—minus the COVID year—that I have attended this great event. A huge shoutout to the Stevens family for organizing such a great experience. Also, huge props to Nicole Bush and her press team for helping the trade press throughout the event, and keeping them fed and hydrated.

Now that we’re all back home safely—I hope—we can digest the event and gain a better perspective of what transpired over these past three days. The numbers haven’t been shared yet attendance-wise, but it was a hugely successful event, especially coming through what some call the “COVID years,” where traveling came to a stop—with more people now connecting again.

The MH team, and some old guy.

I would be remiss if I didn’t mention some of the manufacturers’ investment in after parties that are always a hit! For the Mechanical Hub crew, for example, it was Taco, Burnham/U.S. Boilers, Rheem, RLS, Franklin Electric, RIDGID and Viega.

From what I heard, over and over again, is that Atlanta just isn’t the most optimum place for a trade show, if I can be perfectly honest. Listen, Atlanta is a wonderful city with plenty to do and many fine places to eat and drink, but the traffic, and the infrastructure to support such a trade show, need to improve. But hey, it was 65 degrees and sunny, and relatively quick flight to the show. So, I suppose it does have its advantages. Where does Atlanta rank for you? Atlanta, Chicago, Orlando, Las Vegas. Perhaps it should be noted that the sooner you book accommodations for a show, the more strategically you will be for rides, dinners, walking, etc.

Nevertheless, I can’t tell you how many people sniped about the layout of the show floor—getting from one end of Exhibit Hall C, and its meeting rooms, to the other end of Exhibit Hall B, and its meeting rooms was a hike. My feet, and the 55,000 steps according my trusty Fitbit, were a testament to that.

Also, as I mentioned, 20 years of covering the event, it’s nice to see the changing of the guard with some young talent in attendance, more pointedly—and I know some don’t like to be referred to as this—social influencers. They cover the floor tirelessly to promote the show and new products. In fact, I was lucky enough to attend the social media breakout on the last day. Ten of the brightest influencers graced the stage to talk about their experiences and the importance of social media, and what it means to be an influencer.

HVAC & Social Media: Strengthening the Trade with a Community Mindset—from l to r: Ben Poole @hvactactical, Jamie Christensen @northwest_hvac, Aaron Bond @bond_aaron, Michael Flynn @flynnstone1, Jeff DeMassari @jeffjdemhvac, Jessica Bannister @hvacjess, Rachel Sylvain @hvacrara, Chris Stephens @hvacrvideos, Eric Aune @mechanicalhub, and last but not least, Omar Harris @omartheplumber.

We also were fortunate to share the stage with some of the best podcasters on the planet, as our Make Trades Great Again, hosted by Eric Aune and Andy Mickelson, featured three podcasts during show hours to much fanfare. Guests included representatives from RIDGID, NIBCO, Navien and guest Travis Albaire, T.A.P. Plumbing and Heating. Check them out wherever you stream. Also, the Appetite for Construction podcast, hosted by John Mesenbrink and Tim Ward, featured two podcasts, which featured guests from Bradford White, Rheem, Spirotherm, Lochinvar, and Danny G and Louie the Boiler Man. These recording will be launched within a couple of weeks. In the meantime, check out these podcasts wherever you like to stream stuff, or you can always find them right here on our site.

The Appetite for Construction Podcast with guests Louie Medina @louietheboilerman and Danny Gronendyke @howitbewithdannyg

The Make Trades Great Again Podcast with guests Michael Provenzano, director of pressing and Jim Vild, Atlanta territory manager, RIDGID.

As far as the latest and greatest, you couldn’t get far without seeing the future. Electrification, decarbonization, hydrogen technology are making waves as more heat pumps, electric furnaces, electric boilers, hybrid heat pumps and prefabbed distributed pumping methods are front and center; the latest in thermostats, and a plethora of other products that can talk to each other, and you, with a WiFi signal—from circulators, forced air furnaces to tankless water heaters. New or improved pipe joining methods through press technology, push-to-connect fittings, fusion welding, advances in pipe bending and cutting drew eyes. Listen, if it’s in the HVAC industry, it’s at AHR.

Check out Mechanical Hub websites, social media (@mechanicalhub & @plumbing_perspective on Instagram and TikTok, Facebook and LinkedIn.) and check out our ever-growing YouTube for products from the show.

Next year’s AHR Expo will take place in Chicago, my back yard, January 21-24 (2024). Again, check back for updates on the show or any other breaking announcements surrounding the event.

Burnham Holdings, Inc., has announced that Douglas S. Brossman will retire as CEO, effective April 24, 2023, after a fifteen-year career with the company. Christopher R. Drew, currently President and COO, will become Chief Executive Officer.

Christopher R. Drew, currently President and COO, will become Chief Executive Officer.

Drew brings extensive knowledge of the HVAC industry to the position. He has been a long-standing participant in the Air-Conditioning, Heating and Refrigeration Institute (AHRI) and continues to serve as an Ex-Officio member of the AHRI Board of Directors after previously serving as Treasurer and Chairman.

Burnham Holdings Inc. is also pleased to announce several other additions to its executive management team.  Paul D. Spradling has been promoted to Vice President of Operations, and Bryan O’Toole has been promoted to Vice President of Business Development.

Burnham Holdings, Inc. is the parent company of numerous subsidiaries that are leading domestic manufacturers of boilers and related HVAC products and accessories (including furnaces, radiators and combined heat and power systems), for residential, commercial and industrial applications. Products are manufactured at plants in the East, South, and Midwest.

You might say his affinity for the Bonsai arts helped channel his inner Zen, patience and attention to detail. But you’d have to ask him yourself. “I studied Bonsai for years, even went out to Oregon to study the craft,” says Tom Castagna, install department supervisor, Modern Heating & Air Conditioning, LLC, Milford, Conn.

Working part time as an auto mechanic throughout high school, upon graduation, Tom Castagna (@tstags on IG) was approached and offered a job at Shelton oil as an apprentice where he primarily serviced and installed oil-fired equipment, and dabbled in a small amount of air conditioning. “Having no knowledge of what the trade actually consisted of, nor what my new position would entail, I couldn’t resist $1/hr. more an hour than what I was then making. This started my love affair with HVAC,” says Castagna.

From there, Castagna moved to a mechanical company for eight years where he service and installed residential and commercial systems and also worked on refrigeration, ranging from kitchen equipment, vending machines, walk-in cooler/freezers to tooling/CNC machining.

Castagna has been at Modern for the last seven years where he started as lead service technician, and would occasionally install when needed, to now managing the install department for the past two years.

Along Came a Mentor

Castagna soaked up as much as he could early on as he has been lucky to have worked with some extremely knowledgeable guys in the trade. Castagna says he’s picked up something from everyone he’s worked with, whether that be knowledge of trade, or aspects of life.

“The first couple months being in the trade I rode along with a very old school oil tech named Jeff. Jeff was tough, extremely tough. My first day of work he picked me up and the first words out of his mouth as I sat in the van—pointing at the radio and all dashboard controls—’see all this, you don’t touch this, ever.’ At first, I hated this man for his short temper, general distain for the world, and teaching style, but his general knowledge and skill was something I’d never experienced before so I shut up and took it all in—the good and the bad,” says Castagna.

But it’s current boss, Matt Sando, who has molded Castagna into the man he is today. “We worked together at a previous company where we both weren’t thrilled with the direction the company was going and he knew he could do better. I remember being on a job with him days before he was leaving and he was showing me different van designs and logos and wanted help choosing. I knew once he was established, I’d be making the jump. And here we are seven years later, and the company treats everyone as a family, a modern family,” says Castagna.

According to Castagna, Sando taught him how to be a leader, and he’s matured immeasurably under his guidance. “I would like to think I’m a good role model. Trying to learn and navigate a new trade in my later teens and early 20s, along with training apprentices, was difficult to say the least. I think I may have carried on some of Jeff’s earlier teaching styles but luckily, I always had a tough group of apprentices that could endure my lack of patience. I’ve learned a lot about myself as well as a ton of life skills in this trade,” says Castagna.

Paying it forward can be just as rewarding. Setting a good example and being able to teach and watch someone’s timeline and rise to success is a great feeling says Castagna.

While Castagna says the industry does a pretty decent job of providing education and opportunity for all, he thinks a lot of tradesmen like to blame lack of work force on a generational laziness. “People just need to be better mentors and be more outgoing with recruiting young talent. I wasn’t looking for a job in HVAC at 17 years old, but someone approached me with an opportunity.”

However, on the flipside, people thinking of entering the trades need to have thick skin and a willingness to learn and work harder than ever before. In return, says Castagna, you can create a very comfortable life for you and your family.

Work/Leisure Balance

Early on, Castagna did not have a healthy work/life balance. “Everything was all or nothing for me and I put it all into my work. On my ‘days off,’ I was still at the shop or organizing my van or finding something to do,” says Castagna. “But as we know, that can’t last forever; you’ll reach a breaking point. I think I needed to get myself to that point to actually realize that I needed a life outside work. I really cherish my time off now.”

His advice? “Start your day early! There’s a lot you can get done before the average person wakes up. Stay organized and MAKE TIME for yourself/family.”

And for Castagna, this includes anything outdoors—concerts, fishing, hiking, hunting, working on cars and motorcycles. Also, playing darts and billiards with friends.

Oh yeah, I hope one day Castagna gets that 90-point ride for eight seconds.