Boon Edam launches service program to expand technician workforce
Boon Edam is ramping up its commitment to customer service with the continued roll out of its Service Pilot initiative. Designed to bolster its technician workforce, the program strategically places factory-trained experts in high-demand metro areas, ensuring faster response times and more localized support. A key component of the initiative is the expansion of the Boon Edam Technical Institute, which equips technicians with advanced training to meet the evolving needs of customers.
“Many of our customers request factory-trained technicians for a wide range of services, including preventive maintenance, emergency response, repairs, parts replacement, and system upgrades or retrofits,” says Sam Nussman, VP of Service, Boon Edam. “The new Service Pilot takes this commitment further by strategically deploying additional technicians to metropolitan areas where demand is highest. This initiative enhances our ability to provide faster, more localized support, ensuring we meet customer needs with greater efficiency and effectiveness.”
Additionally, the Boon Edam Technical Institute plays a pivotal role in developing the next generation of skilled technicians. This initiative not only improves service quality but also “fosters sustainable career opportunities, ensuring a robust talent pipeline for years to come,” says Nussman.
Boon Edam took the first step in expanding its service capabilities in 2024 by launching an additional service center in the DC metropolitan area, which marks the beginning of the company’s long-term strategy to enhance localized support for customers. In 2025, the company plans to open two to three additional service centers, targeting metropolitan regions where the demand for Boon Edam factory-trained technicians is most critical.
“This phased approach allows us to evaluate the effectiveness of each new location and refine our processes to ensure the highest level of service,” Nussman explains. “Over the coming years, we intend to continue this expansion annually, strategically selecting locations based on customer needs and market demands. By focusing on high-demand cities with the greatest service requirements, we aim to provide faster response times, enhanced support, and greater overall satisfaction for our customers nationwide.”
In the following interview, Nussman shares some insight into the new program, in addition to how the company finds and trains new talent.
Boon Edam Technical Institute
SIW: Please talk about your approach in terms of hiring new field technicians and cover your strategy for finding, training and retaining new talent.
NUSSMAN: Finding skilled technicians and new talent is a challenge we actively work to address. Besides leveraging traditional platforms like Indeed and LinkedIn, we’ve taken a forward-thinking approach by collaborating with specialized recruiters who help us identify candidates with the expertise and potential to thrive in our industry.
Additionally, the Boon Edam Technical Institute plays a key role in our strategy. We’ve successfully grown our technician team organically and are now adopting a more proactive strategy with the creation of the Technical Institute. This initiative enables us to grow our technician team organically by identifying and nurturing young talent from high schools and technical schools. Through comprehensive, hands-on training at our dedicated factory facility, the goal is to equip them with the skills and knowledge needed to excel in their roles with Boon Edam and build a rewarding career in technical service.
We have already begun using this approach to upskill our current staff, and we plan to expand the program further in 2025. By investing in robust training and creating clear pathways for career development, we aim to attract top talent, ensure their success, and retain them for the long term. This approach not only helps us overcome current recruitment challenges but also fosters long-term talent development, ensuring we continue to meet the demands of a rapidly evolving industry.
SIW: Is the training offered in person, online, or both? Do service techs have to earn a certification, for example?
NUSSMAN: Our training program combines both online and in-person options to provide comprehensive skill development. Online modules allow technicians to earn technical certifications conveniently, while in-person field training ensures they gain essential hands-on experience.
This blended approach equips our technicians with the knowledge and practical expertise needed to excel in their roles. For more details about our training and certification programs, please contact us at [email protected].
Hiring and Training Goals
SIW: Do you have a certain number of technicians you are looking to hire, and is there a plan for the ramp-up and rollout of these new techs in certain regions?
NUSSMAN: We are scaling our technician hiring efforts based on customer demand, with a strategic focus on key metropolitan areas across the U.S. Our current priorities include regions such as the D.C. metro area, New York, Dallas-Fort Worth, Atlanta, Charlotte, Raleigh, and other major cities where service needs are rapidly growing.
This demand-driven approach ensures we are aligning resources with our customers' needs. To support this, we have a detailed ramp-up plan that includes onboarding, training at the Boon Edam Technical Institute, and phased deployment. By equipping new technicians with hands-on experience and region-specific knowledge, we can enhance our response times and maintain the high level of service quality our customers expect. Our goal is to build a strong, localized presence that enables us to better serve our customers while continuing to grow sustainably.
SIW: Are you also offering training to systems integrators and installers? If so, please explain what is offered and how you work with your channel, so to speak.
NUSSMAN: Yes, we provide comprehensive training programs for our partners, including systems integrators and installers, to ensure they have the expertise required to support our products effectively. Our training offerings include on-site, hands-on sessions conducted during installations and service visits, where participants gain practical, real-world experience with our solutions.
Additionally, we offer online training and certification options to accommodate different learning preferences and schedules. These programs cover everything from product installation and maintenance to troubleshooting and advanced system configurations.
By working closely with our channel partners, we ensure they are well-equipped to deliver exceptional service and maximize the value of our solutions for end users. This collaborative approach not only strengthens our partnerships but also ensures a consistent, high-quality experience for our customers.
Strategic Vision
SIW: What are the short- and long-term goals of this service program?
NUSSMAN: The short- and long-term goals of our service program center on delivering exceptional, responsive support that meets the full spectrum of customer needs. In the short term, we aim to provide seamless assistance with preventive maintenance, emergency repairs, and system upgrades, ensuring uninterrupted performance and customer satisfaction. Long term, we strive to further enhance the life cycle of our products, offering options for upgrades or retrofits to keep systems operational and aligned with evolving customer requirements.
Key features of our service program include:
· A dedicated service desk for streamlined customer support
· Rapid response times to address urgent needs
· A national network of skilled engineers ensuring comprehensive coverage
· Guaranteed availability of replacement parts
· Regular checks to ensure compliance with safety standards
By prioritizing regular maintenance, we aim to minimize system downtime, reduce unexpected breakdowns, and maximize the longevity of our products. Through this initiative, we’re not only safeguarding our customers' investments but also delivering a reliable, premium service experience that sets the standard for long-term satisfaction and trust.
Longterm, we recognize the critical importance of reliable entrance security for our customers. Our dedicated service and maintenance teams are committed to providing comprehensive lifecycle support, ensuring that our high-quality security entrances consistently perform at their best. Through our service program, we enhance reliability, extend product lifespans, and help minimize unexpected costs, offering customers true peace of mind.
With a nationwide network of trained technicians, we deliver rapid response times for routine maintenance, emergency repairs, and system upgrades. Ultimately, our service and maintenance program is a cornerstone of customer satisfaction, helping our products meet the highest security standards and supporting seamless, efficient operations for our customers.
Paul Ragusa | Senior Editor
Paul Ragusa is Senior Editor for Locksmith Ledger.
