Last year, teams at TP Mechanical embraced a new goal: developing a stronger customer service culture. TP recently created a client-focused training program to help our team members who interact with customers the most, including sales reps, dispatchers, service techs, and project managers.
Spearheaded by TP President/CEO Bill Riddle and implemented by TP’s Business Development Leader, Matt Anderson, and Learning and Development Manager, Vanessa King, the training helps TP staff approach their jobs from the customer’s point of view. TP’s goal has always been providing first-rate, quality-driven work exceeding our clients’ expectations. This new initiative builds on our already strong foundation, ensuring our commitment to customer service is industry leading.
Half-day trainings incorporating exercises with real-world scenarios began in 2019 and will continue with teams throughout our markets in 2020. Additionally, TP’s construction and service teams will continue with our existing CARE (Customer Appreciation Retention Escalation) and Voice of the Customer (VOC) programs – which help teams evaluate how we are performing on projects and how we can improve customer experience.
“We always want to do what’s right for the customer,” said Anderson. “By training to put ourselves in our clients’ shoes, we’ll strengthen our reputation as a very customer-service focused culture.”
Now in his fourth and final year with TP Mechanical’s Apprenticeship Program, Ben Handley is a rising star both in the classroom and in the field. Currently the lead operator of the Trimble® Control Unit (TCU) on our Big Walnut High School project in Sunbury, Ohio, Ben also holds down a 98.9% GPA in his coursework and serves as an ambassador for TP’s Apprenticeship Program. In this role, he travels to local high schools and career centers to speak about the advantages of working with our company.
At the Big Walnut project, Ben’s work on the TCU provides essential GIS (geographic information system) mapping details, which enables TP teams to properly design and position the project’s plumbing and HVAC systems. Ben is so skilled at using the TCU technology, he now trains other team members on its operation. Last year, Ben worked in the mechanical rooms at TP’s Covelli Arena project on the campus of The Ohio State University, learning to weld in the process.
We feel fortunate to have Ben serving as an ambassador for TP’s Apprenticeship Program – an industry-leading training program including 8,000 hours of on-the-job training plus 576 hours of classroom learning across four years. Ben truly has a passion for working with our company and serves as a shining example of the talented, new generation of skilled team members we have in our ranks.
Pivotek – a prefabricated, modular bathroom manufacturer – recently turned to TP Mechanical to replace 30 rooftop HVAC units at its Milford, Ohio location. Pivotek has partnered with TP’s commercial construction division for several years; however, this installation marked Pivotek’s first project using our service division.
Having just moved into the facility six months prior, Pivotek leadership hoped to replace all of the aging rooftop heating and cooling units – which were original to the plant – at the same time. To provide a seamless installation, TP account manager Russ Shively, project manager Scott McEvilly and Clay Smith, operations leader for TP’s Cincinnati group, worked to ensure correct measurements for the new units were taken and curb extensions – required for some units due to new roofing which had been installed – were utilized when necessary.
All 30 units were strategically placed on the rooftop in a single day using a crane and then systematically installed. Because the units varied widely in size, TP team members were careful to tag and match new equipment with existing equipment, to ensure proper placement in the appropriate rooftop locations. “Every unit had some customization to it, so every unit had to go into a specific location,” explained McEvilly. “We worked to make sure every item was carefully labeled and identified.”
TP Mechanical team members completed the placement and installation of all 30 units within one month, operating only on Sundays to avoid disrupting the six-day-a-week manufacturing schedule at the plant.
Since joining TP’s leadership team in 2015, Kelly Wilson, Director of Human Resources, has worked to oversee new talent acquisition – as well as employee relations, leadership development, and performance management for TP Mechanical’s roughly 500 employees. Prior to her move to TP, Kelly worked in HR in both healthcare and distribution logistics.
At TP, she makes it a priority to integrate on-the-job training opportunities like the Rising Leader program, which develops current employees into future leaders, and a highly sought-after Apprenticeship Program. The Apprenticeship Program is accredited through Columbus State and consists of a minimum of 8,000 on-the-job training hours and 576 hours of classroom learning over the course of four years. “We try to promote from within as much as we can at TP,” Kelly says. “It’s a place where employees can find not just a job, but a real career path.”
One of Kelly’s challenges is finding enough skilled workers to fill the demand of available positions. In addition to her involvement with the Apprenticeship Program, Kelly works hard to establish relationships with area schools and speak about the numerous opportunities for plumbers, HVAC technicians, pipefitters, and more. “These jobs are in high demand,” she says. “Every company needs them. The biggest challenge is shifting the perception many people have regarding a four-year college as the only path to success.”
Kelly feels a sense of pride driving by buildings TP employees constructed, knowing her fellow team members helped bring those assets to the community. “I’m proud to work at TP Mechanical,” Kelly says. “Every day I try to pass my excitement and pride onto my colleagues and potential employees.”
Brittany Knue began at TP four years ago as an administrative assistant and was quickly promoted to assistant project manager. Last year, she was again promoted to her current position as TP Mechanical’s Kentucky Region Safety Specialist. For Brittany, safety is more than just a job – it’s a calling. “It takes everyone at TP Mechanical working together as a team to reach the safety goals and to achieve our level of safety culture,” said Knue.
As Safety Specialist, Knue plays a central role in continuing TP’s longstanding mission to make safety the top priority on every project. As proof of TP’s commitment to injury-free projects, Knue lauds the company’s longstanding safety protocols, which go well beyond minimum OSHA standards and are some of the most stringent in the industry. She also points to the company’s EMR rating* of 0.65 – 35 percent lower than the industry average of 1.0. As a company, TP Mechanical has worked more than 5 million hours without a lost-time accident.
In her current position, Knue is following in the footsteps of her father, who was also a corporate safety director in general industries. As Safety Specialist for the Kentucky Region, Knue oversees safety on all of TP’s Kentucky projects as well as some in Cincinnati. Her main priority: ensuring all TP employees go to work in a safe environment every day. “It’s a challenging job, but there is a large amount of satisfaction making sure the guys go home safe to their families each day,” she said. “There’s no greater feeling than to know you are a part of a safe return home!”
*Modification Rate, or EMR, is used by insurance agencies to measure a company’s past cost of injuries and risk of future on-the-job injuries.
General Manager Mark Hunter has brought an energetic leadership style to TP Mechanical’s Indiana Service Division, and his vision has helped take the Indiana office to new heights in a short time. Ken Wood, TP’s Director of Service, attributes “Mark’s leadership as general manager is one of the big reasons for the Indy office’s vision and growth.”
Since becoming General Manager of TP Mechanical’s Indiana Service Division based in Indianapolis, Hunter has taken the office from a team of two to 15. “We’ve tripled our staff in four years and built a good team,” said Hunter, whose previous professional background includes all aspects of the mechanical contracting industry, from HVAC to refrigeration and field technician to sales manager.
Hunter said his favorite part of working at TP Mechanical is the family atmosphere the company maintains – even though the staff now includes nearly 500 total employees across all locations. “You can open anyone’s door and walk in and talk to them anytime,” he said.
TP’s Indiana Service Division has developed a key niche in refrigeration, and unlike other companies, TP’s crew includes an in-house electrical team, ensuring work is done reliably and cost-effectively. “In some ways, we stick to an ‘old way’ of doing business, where customer service is our top priority,” Hunter explained. “I like the fact that we are helping people. When emergencies strike, we’re driven by an urgency to get things handled for our customers as quickly as we can.”
Tim Hoover has worked his way up to an executive leadership role at TP Mechanical through dedication, skill, meticulous attention to detail and a service-oriented focus. “It’s about getting things taken care of and serving others every day,” he says. Having this mindset has made him a respected, integral team member of TP Mechanical – where teamwork, servant leadership, and a winning attitude are part of our daily approach.
Tim began at TP Mechanical as a journeyman technician, before working his way up in the field and at the corporate level to hold positions of project manager, Apprenticeship Program instructor, regional manager, chief operating officer, and, most recently, executive vice president for Columbus and Dayton Operations. As Executive Vice President, Tim oversees business development and operations in TP Mechanical’s growing Columbus and Dayton markets. Tim says he’s “constantly evolving” his leadership skills to better communicate with his team members and to stay abreast of advances in the ever-evolving industry.
Before launching his career at TP Mechanical, Tim served our country in the Ohio Army National Guard. Tim first met friend and fellow TP Mechanical colleague Mike Kelley – now a Field Quality Control Specialist – during his military service. It was Mike who reached out to Tim about an open position at TP Mechanical, helping launch his long career with the company. More than two decades later, the two friends are still working together.
While his titles over the years may have changed, Tim feels his mission has stayed the same: setting the bar high and exceeding customer expectations for every project. “We always work to provide our customers with the results we have promised,” he says. “It is how we build loyalty and credibility with our clients.”
We are honored to call Tim one of our own and thank him for his years of client-focused service to our company and industry.
Avalign Technologies, a leading manufacturer of surgical instruments and medical implants, has turned to TP Mechanical for trusted preventative maintenance and service at its nearly 200,000-square foot facility in Greenwood, Indiana.
Avalign recently requested TP Mechanical for their next sizable project – air conditioning the entire plant and installing duct work for machinery exhaust. Earning this project is a testament to the company’s satisfaction with the ongoing preventative maintenance and service they are receiving from TP.
The TP Mechanical office in Indy is just five years old, but under general manager Mark Hunter, the office has grown to a dedicated team of 15 employees. Already, the office has a substantial regional reach throughout Indiana, servicing clients across an array of industries from manufacturing and industrial to heavy commercial and assisted living.
The Indianapolis office – like our offices in Cincinnati, Columbus, Dayton, and Lexington – provides preventative maintenance, service and installation for mechanical equipment. With a full-time electrician on staff, the Indy office uniquely delivers a full scope of electrical services as well.
Please contact TP Mechanical if we can help you with your upcoming service or installation needs.
Around 6 p.m. on a Friday, water flooded the School Employees Retirement System of Ohio (SERS) offices due to a broken drainpipe which was unable to handle rain from a thunderstorm rolling through downtown Columbus. Facing a forecast of more storms over the weekend – and a threat of even more severe leaks – senior SERS maintenance technician Jason Chenault called TP Mechanical’s Mike McAllister for help.
Despite the call coming in after-hours – on a Friday no less – Mike gathered a team from TP Mechanical to respond immediately. Under the project management of Jared Christman and general management of Tony Marple, a team of TP staff was onsite, starting repairs at SERS in under an hour. Mike McManaway, SERS assistant director of administrative services, commended the team’s fast and dedicated response. “Tyler Wentz, Jessie Herring, and Ian Perry responded to the emergency call without hesitation. Tyler was onsite within the hour, while Jessie and Ian worked to gather materials to repair the approximately 15 feet of broken drainpipe.”
By 10 p.m., the TP Mechanical crew had replaced all the faulty pipe and assessed and repaired all exposed leaks. In just four hours’ time, they’d gotten the SERS offices back to normal and able to withstand any future downpours. “I cannot express enough my appreciation for the professionalism, response, and expertise exhibited by your staff,” said McManaway about TP.
Hopefully, your company won’t face an after-hours emergency like SERS did. But if you do, our dedicated 24-hour emergency service crews at TP Mechanical will be there to help. Our emergency services teams have a guaranteed response time of four hours and can respond to your emergency 24 hours a day, 7 days a week, 365 days a year.
We are excited to announce Aaron Scott has joined TP Mechanical as our new Kentucky Regional Business Unit Leader. Aaron’s focus is cultivating relationships with customers for TP’s construction and service divisions in Kentucky and Southern Indiana.
TP Mechanical has existing partnerships with higher-ed clients in Kentucky, including the University of Kentucky and Centre College, as well as key clients in the hospitality markets in Louisville and Lexington. Aaron is excited to expand on those markets to grow TP’s business diversity and profitability. He plans to leverage TP Mechanical’s respected Apprenticeship Program to support and attract talented workers for his teams.
Aaron operates with a patient, employee-focused management style. He prioritizes taking care of TP’s people, so they develop the passion and pride to take care of our customers – an approach that’s perfectly in sync with CEO Bill Riddle’s personal leadership philosophy.
He also brings a lifetime of experience to the job – literally. He grew up working in his father’s mechanical and electrical contracting business in Western Kentucky before working nearly two decades as a construction business leader at Lexington-based Allstate Heating and Cooling, Inc. In addition to his Master HVAC and Master Electrician certifications – among many others – he also brings the rewarding experience of restoring historic properties and a love for all aspects of construction.
We’re excited to have Aaron on board! We encourage our Kentucky clients to reach out to him to learn how TP Mechanical can help with your upcoming construction, service and fabrication projects.