Taking Technicians to the Top

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Taking Technicians to the Top

August 19, 2021

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For the second year, one of SMS Equipment’s own is awarded top technician for Canada.

He always knew he wanted to farm. But his parents pushed him to think beyond the family business. “Get something else,” they urged. “There will be lots of time for farming later.”

So, Jordan Baker went on a job shadow to a local ag dealership. He was offered a job that very same day, starting with sweeping floors. Fast forward to now, and Baker is taking home the most prestigious award within the equipment industry—all while balancing farming and family too.

Head down, level up

With the AED (Associated Equipment Distributors) Foundation Knapheide Technician of the Year for Canada award, Baker is recognized as a leading technician and top performer across 800 North American construction equipment distributors, manufacturers and industry-service firms. AED selects one technician for all of Canada.

“Yet, he’s a humble guy!” says Darryl Townsend, Baker’s supervisor and nominator. “Jordan is looked upon as a leader and mentor within our company, and beyond that with customers too. He takes pride in all his roles, both personal and professional.”

Townsend should know—he and Baker have been working together for over ten years.

“From coworkers to customers, it’s all about relationships,” says Baker.

“There’s a lot of great mechanics here, and there isn’t a day that goes by that I don’t learn something new or try to do better than the day before. It’s humbling, because I don’t necessarily consider myself the top contender for this standard. I am beyond appreciative.

Baker works as a HET (Heavy Equipment Technician) in SMS Equipment’s Fort McMurray, Alberta branch. He’s been a technician since the age of 18 (later certified with an interprovincial Red Seal in 2008) and on the SMS Equipment team for the last 11 years.

In that time, Baker’s work has been about solving problems, forging relationships, and building trust. Like the equipment he works with, these responsibilities are heavy-duty, but Baker has handled them seamlessly. He credits it to SMS Equipment’s culture of learning.

“You can do the same job two or three times, but it just might be the fourth time when you learn something new,” says Baker. “You have to be open-minded to new ways and take lessons from the times that don’t go perfectly. If you’re not learning, what are you doing?”

Word of the win

Townsend texted Baker the news as soon as he got word. “I was so excited!” says Baker. “I’m honoured to be the face of this award, but recognizes the entire team is deserving.”

Adds Townsend, “It shows we’re doing something right here.”

He explains the AED award recognizes the way the team works, including the strong relationships with each other and the customers. “On the daily, we’re boosting each other up,” he says. “We’re always striving to be better.”

Challenges have helped Baker become a leader, mentor, and perhaps most accurately—the “go-to guy.”

“His training and ability are top notch, but the way he works with the team and our customers brings him to another level. His dedication inspires all of us,” says Townsend.

The group that could

Both Baker and Townsend echo they’re part of a small, diverse group of HET’s within the branch that specialize in construction equipment in a region that’s heavily focused on the mining sector. “In many ways the opportunity to tailor our solutions with a customer-centric approach is exactly what makes us who we are,” says Townsend. “It’s why SMS Equipment is able to retain the people we have.”

Technicians like Baker get to be involved all the way through—right from the time they get the work order to that first touchpoint with the customer. “We understand that businesses are not dealing with unlimited budgets and resources, especially in today’s economy,” says Townsend. “Customers are looking to get the most value from their investment and that’s exactly what we try to provide through our skills and experience.”

It’s not uncommon for customers to ask for the technician they need by name. “This way we do business is unique, and this award is the perfect opportunity to be recognized for that,” adds Townsend.

The farm factor

Baker’s humble attitude, coupled with a persevering work ethic, shouldn’t be a surprise—he grew up farming and has been doing it full-time since high school. “There’s no better life than on the farm,” he says. “It teaches you everything.”

Personal and professional certainly crossover—Baker naturally does all his own maintenance and repairs on his farm equipment.

“He has a real-life investment and understanding of dealing with equipment reliability and the cost of downtime, carrying this experience across his professional career,” says Townsend.

Another lesson learned on the farm? Safety. Baker holds an impeccable safety record at SMS Equipment. As a safety leader on his crew, he often mentors new hires on proper safety policies and procedures.

“Growing up on a farm, I think it’s natural—think clearly about what you’re doing before you do it. Because the whole point is to be around for the people you care about.”

That includes Baker’s parents, who turned out to be right. Working 14 days on/14 days off, Baker balances a progressing career with family, friends, and of course, farming. “I feel accommodated here,” he says. “I’m treated so well.”

As for his next mentee? His two-year-old. “Right now, my daughter comes out with me when I’m working on farm equipment. She brings her own tools and ‘fixes’ things. We use that term loosely!”

Give it another 20 years, and perhaps Miss Baker will take home the AED award too.