Quality Assurance Program
Trademasters' Comprehensive Maintenance Service Quality Assurance Program
Trademasters Service Corporation has a written set of procedures for performing maintenance, so that the company’s policies and procedures for maintenance will be followed in the same way by every employee that services our client's facility.
Trademasters' Project Administrator (PA) will be responsible for the administration of contracts and will schedule the maintenance, billing, and processing the technician’s paperwork. The Project Administrator will be in contact with clients regularly to discuss our strategic partnership and discuss any needs or concerns and to assure satisfaction with the service provided. The Project Administrator will call after each maintenance visit to determine if any quality issues have been noted. If any deficiencies are noted, PA will arrange to have the technician return and rectify them.
The Project Administrator will meet with the Project Manager (PM), regularly to review the performance of the contract and to identify any areas that need managerial attention. PM will also meet regularly with the lead technicians to discuss the status of the maintenance. PM will make periodic site visits to ensure that work is being performed according to our strict quality standards and to your standards.
Trademasters comprehensive maintenance service program has been designed to minimize emergency services, however, in the event that there is a problem after regular business hours, our procedures are available to support your emergency needs 24 hours a day, 365 days a year. Comprehensive Maintenance Service clients will be provided with a packet of emergency contact phone numbers.
After the maintenance is performed, the technician will return his paperwork to the office. The inspection checklists and digital photographs taken during the work will be reviewed by the project administrator. Any issues, irregularities, deficiencies, or problems will be discussed with the technician and the project manager. Copies of the work orders, inspection sheets, and digital photographs will be emailed or mailed to the client representative for review. We stand behind our work. The technician will be happy to return or a member of the management team will be happy to come out personally to the site to discuss any problems.
Trademasters has a “call-back” policy. Each technician is responsible for evaluating any prior Trademasters work for overall quality and technical accuracy. Any deficiencies are corrected, and the feedback is evaluated at the weekly service meeting. Coaching is provided to prevent reoccurrence.
Trademasters provides extensive technical, safety, manufacturer, and service training to its technicians. We perform background, drug, and driving checks, and employ technicians year-round. Consequently, we have well-trained, technical, knowledgeable, motivated professionals on staff that are qualified to perform work at the facility.
Trademasters technicians are required to be N.A.T.E. certified as a condition of their employment. N.A.T.E. is the leading non-profit certification program for technicians in the heating, ventilation, air-conditioning, and refrigeration (HVAC/R) industry and the only test supported by the entire industry.
Trademasters technicians are required to comply with the OSHA regulation prohibiting venting of refrigerant and requiring refrigerant recycling and are CFC certified by an accredited agency.
Trademasters is a member of the Air Conditioner Contractors of America, a professional and technical development trade association dedicated to improving our industry, promoting good practices, and keeping homes and buildings safe, clean and comfortable. Dave Kyle, Trademasters’ general manager, sits on the boards of the local and national chapters of ACCA, helping set industry standards on equipment installation, maintenance, and repair.
Trademasters has strict ethical standards. Included among the standards are the following relevant policies:
- All employees are required to exercise high ethical standards of selling, advertising, installation, and service guided by the principles of honesty and integrity.
- All employees shall engineer, design, install and service heating, ventilation, air conditioning, refrigeration and plumbing services in accordance with recognized industry standards.
- All employees shall comply with federal, state and local laws, statutes, and ordinances. If violations are discovered, Trademasters Service will take immediate steps to remedy the violation.
Our primary source of new clients is referrals from our current customers, so our reputation is our greatest asset.