In our industry, service technicians are often the unsung heroes working many roles that aren’t always recognized. They are the face of the company to customers, the stewards of health and safety, and the watchdogs who keep equipment in top condition. If you’re an owner, you know this. If you are a service technician, you certainly know this. Yet too often the role is seen from the outside as an entry-level job rather than a viable long-term career.
For operators seeking stability and retention (a pain point I hear echoed by PSAI members again and again), elevating the service tech role is more than a nice idea — it’s a necessity. Turnover is costly. By investing in professionalism, training and recognition, the industry has the opportunity to reframe what it means to be a service technician.
Most importantly, it’s an opportunity to show appreciation for the individuals who are the backbone of our industry.
Professionalism as a practice
Professionalism is more than a title or company value. It comes down to practice — the skills, behaviors and pride service techs bring to their work. Customers notice when a service tech is courteous, knowledgeable and detail-oriented. PSAI’s own research shows that operator owners notice too. In a survey PSAI conducted earlier this year, the majority of respondents identified professionalism as the single most important element of basic service tech training.
Making professionalism an expectation — rather than just “nice to have” — elevates company culture internally, not to mention the industry’s reputation as a whole. Service techs who feel they are part of a respected profession are more likely to stay and grow within your company.
Training builds confidence
Like any technical field, portable sanitation requires some specific knowledge and skills. From safe waste handling, to operating special equipment, service techs carry a significant weight when it comes to this specific knowledge. Offering structured training and opportunities for professional development beyond the basics signals that you as an employer see them as professionals worth investing in.
That’s where PSAI’s online Learning Center comes in. With on-demand, self-paced training and certification, service techs can gain technical knowledge and the soft skills that define professionalism. Operators can integrate these courses into onboarding or continuing education without disrupting daily operations.
Recognition improves retention and culture
Even the best training won’t retain employees if they don’t feel valued. Recognition — both formal and informal — goes a long way in letting service techs (or any employee) feel their contributions matter. To recap our article from earlier this year on recognition, anything from incentive programs to employee spotlights or simple acknowledgement can transform the perception of the role one plays. Of course, recognition can also come through pathways for advancement — developing service techs into managers or supervisors if they desire.
Looking ahead
The PSAI remains committed to supporting operators in this effort. Through the Learning Center and other resources, the association provides the tools and education needed to make the technician role not just a job, but a career. How are you recognizing your service techs and what would you like to see your association do next to support?
