Nevertheless, she called the market and opportunities in
California “very good.”
“We have to take the good with the bad,” she said.
Mark Fry said one of his biggest headaches is ;nding,
hiring and training competent employees. The problem is
magni;ed when it comes to service technicians.
The Frys said PEI’s “The
Entry-Level Service Technician
Training Course” helps. Seven
years into owning RSSE, they still
leap at educational opportunities
that can protect their business,
including the PEI 1-on- 1 session
on the tech training course during
the 2016 PEI Convention at the
Learning, Mark Fry said, is his
favorite part of his job.
“Every day there is something
new to learn,” he said.
“One week could be putting
in a new fueling system, the next
installing an automobile lift,
and the next installing a new oil
change facility. I like the diversity
of our customers, and I enjoy working with our team to try to
be the best at what we do.”
A typical day for him means getting to the of;ce before
7 a.m. He checks for new service requests that might have
arrived overnight and enters them in the dispatch system.
RSSE moved into the electronic age in 2015, Lynn Fry said,
when it began supplying tablets to its technicians. The dispatch
system operates using ;eld service software and GPS, which
enables access to the service technicians’ locations in real time.
“Our major customers have migrated to real-time ;eld
service systems,” she said. “Now everything is done through
After Mark Fry enters the service requests in the dispatch
system, he goes through the prior day’s issues with the service
technicians and “gets them out the door,” he said.
The remainder of his day includes estimating, trouble-
shooting, meeting with customers and “putting out any ;res
along the way.”
RSSE usually employs 10 people, depending on the
workload and schedule. Having a staff that small means each
person does a lot of jobs, Mark Fry said.
That includes Lynn Fry, who
comes from the accounting side of
“I am the numbers gal,” she
said. “I’m making sure the books
are straight, working on the inven-
tory and warehouse, making sure
cores are returned. I work with
the insurance broker on all of our
insurance needs, keep our safety
program up to date and make sure
the technicians are following it,
answer the phones when others
are at lunch.”
Her favorite part of the job
isn’t a physical chore or something
“I enjoy knowing that we
provide good, stable jobs for our
employees so that they can provide for their families,” Lynn
Business is good, and the Frys are thinking about spending
more time listening to the concerto at Shasta Lake.
“We are making plans for retirement and working toward
putting a manager in place to continue to run our business
day to day as we gradually slow down our involvement,” Lynn
And if you ask them about hanging hardware or storage
tanks now, they can talk all night.
Kristen Wright is managing editor of the PEI
Journal. Reach her at firstname.lastname@example.org.
Mark and Lynn Fry look forward to spending more time
at their lake home, so they’re planning now for retirement.