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.

Way back in 1987, ASHRAE experts developed the BACnet protocol as a communications standard for Building Automation Systems (BAS). BACnet has since earned the respect of specifying engineers, facility managers, controls experts and service technicians worldwide as it’s now the leading technology in building automation.

BACnet offers an open architecture and the ability to control and monitor any building automation process—from water sourced heat pumps and chillers to boilers and volume water heaters.

At North Andover, Mass.-based Watts, one of the largest and most diverse manufacturers in the plumbing and mechanical and HVAC market, BACnet has been incorporated into several of its brands’ technologies, most notably through its HVAC and snow-melting controls brand, tekmar; “IntelliStation” digital mixing stations for commercial domestic water control and tempering by their brand, Powers; and for Benchmark boilers and Innovation water heaters (via their “EDGE” controller), offered by the company’s brand, AERCO.

“For us, BACnet is so useful because it’s a standardized communication protocol that interconnects and ‘talks to’ all other BAS-connected technologies throughout an entire facility, and also facilitates remote monitoring and control,” said Amar Dhore, AERCO Software Engineering Supervisor. “When fully integrated, all communications can work through one BACnet device. That’s the advantage of standardization, and what it enables.”

New York-based AERCO is one of the nation’s leading suppliers of commercial condensing boilers and water heaters for a variety of industries. Several years ago two of AERCO’s brands—Benchmark boilers, andInnovation water heaters—adopted the use of BACnet to offer sophisticated communications through their EDGE controller and ProtoNode gateway, the key interfaces to BAS for legacy system communications.

AERCO offers a multi-protocol, communications gateway to support integration with customers’ building automation (BAS) and energy management systems (EMS). The plug-n-play package supports build in integration with BACnet/IP, BACnet MS/TP, Modbus RTU, Modbus MSTP. AERCO also has a ProtoNode Gateway to support legacy products like Benchmark standard, Modulex EXT boilers; Innovation and SmartPlate water heaters.

AERCO’s EDGE features built-in translation for BACnet/IP, BACnet MS/ TP, Modbus RTU and Modbus TCP protocols; these communications are selectable and configurable via touch screen (No DIP switch needed). With this easy access to data, customers have ready access to more data. They can also choose and map BAS points of his interest to access, control and monitor devices.

In fact, the company’s Benchmark Platinum boilers can be managed effectively with an app that connects with the EDGE controller. With the app, a service technician or facility manager can monitor or balance hydronic system flow, perform a wide variety of system diagnostics, or  combustion analysis and calibration.

For building owners, the EDGE permits trouble-free management of all boiler/water heaters  functions—whether one unit or up to 16 units, connected in a cascade.

The EDGE controller also permits flow balancing—a function that allows elimination of balancing valves and also reduces commissioning costs, one of many operations enabled through the built-in communications via BACnet IP, BACnet MS/TP, Modbus IP or Modbus RTU.

Start-up and maintenance functions are also simplified. Boilers +/or water heaters can be calibrated through assisted or manual operations, a big time-savings advantage. The assisted options offers guided steps that automatically adjust precise air/fuel ratios for optimal performance.

AERCO access and control security:

AERCO managers understand the importance of security and have taken steps to make BAS communication secure. EDGE offers built in security using IP and MAC address. Once the security is enabled, user needs to enter front end BAS MAC and IP address. Once done, Edge will only accept the communication from the BAS with specified MAC and IP address.

tekmar’s 680, 681 + 284

Vernon, BC-based tekmar Control Systems, a Watts brand, is a world class integrated engineering and manufacturing company that provides solutions for the HVAC industry. For the past 38 years, tekmar has earned a reputation as the leader in complete control solutions for hydronic radiant floor and baseboard heating systems, multi-stage boilers plants, and automatic snow melting controls.

tekmar provides energy-saving control solutions for a broad range of hydronic systems—whether within a building, or outside (for snowmelt or turf-warming)—while assuring no-compromise comfort control, system efficiency and durability.

The company’s technologies provide:

• Setpoint controls—offering precise temperature control for domestic water storage tanks, pools and hot tubs.
• Boiler + domestic water controls—These technologies are designed to control temperature and operation of multiple boilers or volume water heaters. Multi-staging controls provide significant energy savings while also enhancing system reliability.
• Heating controls—Here, tekmar offers controls to provide zoning solutions for heating systems; specific models are designed for use in hydronic heating, radiant heating, HVAC systems, and baseboard or “hydro-air” applications.
• tekmarNet 4 zoning controls—These technologies connect to thermostats to control operation of heating system zone valves or heat pumps for precise delivery of heat.
• Snowmelt control and sensors—Snowmelt control systems measure and control road, driveway or walkway surface temperatures to provide safe, snow- and ice-free surfaces, and at the lowest operating cost. Controls may connect to electric or hydronic systems as the source of warmth. Fully automatic controls, or manual controls can be chosen.

“Our specialties are boiler and snowmelt system controls,” explained tekmar’s Cleber Alves. “One of our unique products is the new BACnet snow/ice sensor interface 681—designed to measure the presence of snow or ice and interfaces with the BAS to activate or deactivate electric or hydronic snow melting systems.”

According to Alves, the 681 uses tekmar sensor technology to automatically detect precipitation, then communicates with the BAS through BACnet MS/TP. This operation allows the BAS to automatically turn the heat source and distribution system on, or off, and provide operational status for all snow-melt functions. The 681 is ideally suited for commercial applications such as hospitals, schools, airports, ski resorts, business entrances, driveways, loading docks, and shopping malls.

The 681’s features include slab target temperature, automatic snow and ice detection, error codes, warm weather shut-down, melt pending function, cold weather shutdown, and supports both in-slab and retrofit aerial sensors—all with BACnet MS/TP communication.

IntelliStation digital water control

Public safety relies chiefly on the availability of clean water. As it can affect water quality, the condition of premise (building-specific) plumbing systems have a direct impact on the safety of those within the facility. The ability to remotely monitor and control water temperature, flow, and other parameters in a quick and precise way is vital to delivering healthy, safe water in an efficient manner.

Patents held by Powers, a Watts brand, function as the backbone for many products in commercial and industrial water temperature control markets. The company develops and manufactures thermostatic and digital mixing solutions to bring safety and comfort to modern plumbing systems.

“IntelliStation and IntelliStation Jr. [a smaller version] digital water mixing systems are designed to deliver tempered hot water throughout a recirculation loop in commercial and institutional facilities,” explains Sr. Product Manager Bruce Fathers. “Our digital solutions can be integrated into a BAS to allow facilities managers to remotely monitor and control water temperatures.

“We offer most of the common protocols, with gateways to others if need be,” added Fathers. “Modbus and BACnet are native to our controller, so it’s integrated into our IntelliStation products with no additional cost. Most of our competitors do require an additional module at an added cost to facilitate BACnet. So, it’s become a competitive edge for us, one our customers have come to appreciate.”

According to Fathers, BAS is used to seamlessly monitor and control important facets of system operation—such as mixed outlet temperature, pressure, flow, and inlet temperature. The sensors all require connection/input points.

“For commercial domestic water systems, mixed outlet temperature is most important,” explained Fathers. “It’s typically set at 120°F, or 140°F—to either render [biogens/pathogens] unable to reproduce, or to outright kill them [point-of-use mixing valves are then used at showers and faucets to protect users. Facility managers have remote visibility to all critical datapoints.

Fast, responsive digital technology enables the collection of a large amount of data which can be stored and communicated through a building automation system (BAS) or locally at the controller, providing intelligence at the foundation of the entire plumbing system.

Internet of Water

Control of the water recirculation loop ensures safe, precise, and consistent water temperatures (+/- 2^oF), supports energy conservation, and reduces energy costs. BACnet IP, BACnet MSTP, and Modbus protocols are supported.

Technology helps to fulfill these needs with digital mixing and connected components like sensors and cloud-based monitoring.

The extent to which COVID-19 has impacted public health and the increased prevalence of Legionella bacteria have highlighted the need for:

• Visibility of water temperature, flow, and quality even when off-site
• A way to remotely control water temperatures
• Automated monitoring and reporting of premise plumbing water parameters and facility management activity
• Connected products that help increase safety and efficiency
• Reliable ways to reduce the risk of Legionella and other harmful bacteria

BAS empowers facility managers and engineers to proactively prevent issues before they arise, rather than having to react to or attempt to mitigate issues once they’ve occurred,” added Fathers.

There are three main technology-driven components in a digital mixing solution:

• Sensors, serving as eyes and ears
• The controller’s algorithm (the “mind”)
• Electronic, high-speed actuated valve, continually responds to sensor inputs, to maintain set point

“Our digital mixing controller algorithm processes data from the mixed temperature outlet sensor and signals the actuator to make adjustments to maintain set-points in real time,” continued Fathers. “Sensors relay key system data for pressure, temperature and flow for troubleshooting and optimization.”

Building automation systems give facility managers the ability to see vital data, quickly make informed decisions, and act, even remotely. Digital water mixing controls hot water delivery through a programmable valve or system that processes temperature, flow, and pressure data.

Serious risks, such as Legionella growth, scalding, and thermal shock are associated with mismanaged water temperature. Legionella bacteria are destroyed almost instantly at water temperatures above 160°F, but at temperatures between 70°F and 115°F, their growth is abundant. The Catch 22 is that uncontrolled and unmonitored water distribution systems can create high-temperature scalding hazards in bathtubs, sinks, and showers.

A proactive monitoring program  can help reduce risks, predict trends, and improve operational efficiency. Proactive monitoring enables three key control measures that help address modern-day public safety risks:

• Allows for quick decisions based on real data
• Allows facility managers to more easily manager their systems
• Generates automatic reports showing trends and performance

Fortunately, there’s no Catch 22 to the use of BACnet technology. It facilitates fast, reliable communications between all facets of the network it operates in.  Watts and its brands rely on BACnet for many operational uses, successfully, and with no compromise.

As far back as he can remember, Derek Zeolla, general manager and licensed plumber at Zeolla Plumbing & Heating Corp., was running plumbing jobs with his father in downtown Boston as early as seven years old. Derek’s dad was a Boston service plumber that ran a 1- to 2-man shop. “It’s not like this was common, I was just growing up around it,” says Zeolla (@zeollaplumbing).

Derek’s father eventually stopped working as a plumber in the late ’90s. Around this time, while still a teenager, Derek dropped out of school had a baby at the age of 18. Moving forward, “My brother, Doug, and I convinced our dad—also named Doug—to get back into the trade, but before we worked as a family, he sent us off to get experience elsewhere,” recalls Zeolla.

According to Zeolla, they worked all over the city and jumped around recklessly from company to company, some jobs together, some not. “We always found a way of getting together with a new employer, one of us would talk up the other,” says Zeolla. “It’s funny looking back on that thinking how little we knew back then. My parents were coming off of a divorce and my father was starting to take on some service stuff in our new town Stoughton, Mass. where we grew up and went to high school. Eventually, he had enough work for both of us and we stayed pretty busy,” says Zeolla.

And that’s how Zeolla Plumbing & Heating Corp.—residential service plumbing, drain cleaning, heating, and boiler installation—came to be. “We have built a solid reputation in our area through more than a decade of answering the phone and showing up. Man, we have come a long way since then,” says Zeolla.

The Family Dynamic

Working with his father, brother and one of his cousins most of the time were the best memories in the field for Zeolla. “I can’t explain it, but something about sharing the bond of working together, figuring out problems together, feeling the pride was the best, and I hope to share that with my two boys one day,” says Zeolla.

But with life, things change. “As many know, my brother passed away. This was tough, and even before that, my father took a step back from the business and went to Florida (but still flies back to Boston from time to time to help out). Add to that, my cousin and I haven’t talked in years so it’s not the same out here anymore,” says Zeolla.

Zeolla says he is blessed that his wife Arlene has filled a void. “She is the savior in the office, and I have a great team.”

Derek also hired his younger cousin Justin last year and he has been phenomenal. “I was out with him today clearing drains on a Sunday and it brought back that feeling again of working with family. Working with a Zeolla,” says Derek nostalgically.

And while Derek puts his father center on the Mount Rushmore of mentors, there were some other people outside the family that were strong influences on Derek. For Zeolla, one of the best was a Greek guy named Alex, who, when Derek was looking for work, took him on for a couple of years. “He taught me how to get shit done; he taught me how to move.”

Alex was a great mentor yet has since passed away. “Which brings me to, am I a role model? I don’t know, but Alex has two sons. One has come to me looking for mentorship, and it’s just so crazy how things come full circle because now he works with me and he is already just like his father when it comes to plumbing skill.”

Zeolla hopes to be a good role model for him, including and all his younger guys he works with. “I will never steer them in the wrong direction, that’s for sure. This is too important to me,” says Zeolla.

Challenges/Rewards

One of my biggest challenges isn’t the pipes, says Zeolla, it’s the people. “I say this phrase a lot, and I love people in general, and I love my customers, but sometimes when it comes to understanding what we are doing in their homes, it can be challenging. It’s very important to explain things and make sure they feel comfortable. It’s a delicate balance between taking control of a situation and saying, ‘hey, look, I’m the professional here I need you to trust me,’” says Zeolla.

Again, the pipes are the easy part! “I’m lucky that I have great customers. The rewarding part is helping people out, getting someone’s heat back on, clearing a main drain, getting the hot water back, or being told that you are appreciated is probably the best. That ride home to then seeing your family after you helped another family, that’s the reward.”

Leisure Time

Derek and his wife love to travel, and they take their kids literally everywhere they go. AHR Atlanta was their second time leaving them overnight in five years. But basically, there is no leisure time without the phone ringing and Derek coordinating with his six guys, and customers. “My wife and I are like running a telethon while ‘trying’ to be on a vacation. We love it and we are good at it, but she knows I can’t be away from the field long. It’s my therapy and I get depressed if I’m not turning wrenches,” says Zeolla, a self-described workaholic.

As far as spare time close to home, Zeolla enjoys fishing, hiking and hanging out at his cabin nestled in the White Mountains of New Hampshire. “Summer weekends there with my boys are what I work toward every week. When my brother passed, I wanted to find a place to escape, and I found something special,” says Zeolla.

The Skilled Trades

According to Zeolla, “We” need to push our way into middle schools and high schools to get “our” message heard. Kids need to know that they have options at a younger age, says Zeolla.

“Listen, school isn’t for everyone. You might be told you aren’t good enough, or your attention span is too short, or you can’t listen to lectures all day, but put that kid in front of something hands-on, something he or she can feel—and feel the pride of building something—the sky is the limit. Once you get that feeling of being productive and important, you will open doors you didn’t even know were there,” says Zeolla.

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.

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.

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.

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.