Author: Zoom Drain

The New Year is here. Like many, the advent of a new year ahead has us reflecting on the year that’s passed and looking forward to what’s next. Often, people make resolutions and significant changes at the start of a new year. Perhaps you’ve been contemplating your next step. If you’ve ever considered working in the trades, now is the time to take the first step with a career at Zoom Drain.

Embarking on a career as a Zoom Drain Technician offers an opportunity like no other. With a focus on specialized drain and sewer services, Zoom Drain stands apart in the home services industry, providing not just a job, but a path to a rewarding career.

Expertise in a Specialized Field
Zoom Drain is not your average drain and sewer service provider. As a technician, you’ll be a specialist, using state-of-the-art technology and methods. This focus means you become an expert in a niche area, setting you apart in the industry. You’ll deal with everything from high-velocity water jetting to video inspections and trenchless pipe repairs, offering a diverse and technically engaging work experience.

Continuous Learning and Growth
Zoom Drain values continuous learning. As a technician, you’ll have access to in-house training programs that not only enhance your technical skills but also focus on customer service excellence. This ongoing education ensures that you’re always at the forefront of industry developments, making your work both challenging and fulfilling.

A Culture of Respect and Integrity
Working with Zoom Drain means being part of a team that values integrity, professionalism, and respect. Technicians are not just employees; they’re ambassadors of the brand, trusted in customers’ homes and businesses. This trust is built on a foundation of ethical service and a commitment to customer satisfaction, something every Zoom Drain Technician takes pride in.

Competitive Compensation and Benefits
A career with Zoom Drain is not just personally rewarding; it’s financially rewarding too. Competitive compensation, opportunities for advancement, and a supportive work environment make it a desirable workplace. The company understands the value of its technicians and ensures they are well-compensated for their expertise and dedication.

Make a Real Difference
As a Zoom Drain Technician, you’re not just fixing pipes; you’re providing peace of mind. Whether it’s responding swiftly to emergencies or ensuring that a business’s operations can run smoothly, your work has a direct, positive impact on people’s lives and businesses.

Becoming a Zoom Drain Technician offers a unique blend of technical expertise, continuous learning, a respectful work culture, competitive compensation, and the satisfaction of making a real difference. If these are qualities you seek in a career, Zoom Drain might just be the perfect fit for you. Find out more here.

There’s a lot of money to be made in the trades but switching to a new career can seem a little overwhelming. How much experience do you need, is it a position where you can continue to evolve, what kind of training is involved to learn the proper techniques and procedures?

We recently promoted three of our Senior Technicians to Field Supervisors at Zoom Drain Philadelphia, rewarding each of them for their tireless work and continued dedication. Josh Gallelli, Nadir Casey and Tyler Seroskie joined the supervisor team, which now consists of six members.

I have been blessed with mentors my whole life. I am grateful for their lessons, some of which didn’t sink in until years after they were delivered. Here are a few of my mentors and their pearls of wisdom.

One of the many things Zoom Drain prides itself on is that every new team member attends a ride-along after getting hired and beginning their career with the company. Potential apprentices will ride-along as a preliminary orientation but once an employee is onboarded, they get to see first hand how we do things. It doesn’t matter if you typically sit behind a desk or not, or even what department you’re in, learning the technical specifics of the day-to-day operations of our expert technicians offers a greater understanding of the service we provide our customers.

Our ride-along isn’t just one quick job but, instead, a full day experience – a multiple-stop practice that includes witnessing face-to-face customer interaction, problem solving and the various capabilities of Zoom Drain’s equipment and our service technician’s knowledge handling that equipment. It doesn’t matter if it’s residential or commercial, you follow along for the next drain and sewer problem that needs to be solved. And sometimes you don’t just watch, you help out like an apprentice, carrying supplies and asking questions – it can even get a little dirty!

I recently got the opportunity to discover what a day in the life of a Zoom Drain technician was like. For one day, I ditched my dress shoes for work boots, rolled up my sleeves and traded in the seat at my desk for a passenger seat in one of our custom-built Isuzu trucks. With a fully stocked – and sparkling clean – truck, I hit the road, to learn what it takes to be a technician.

Was I a little nervous – you bet. At 35-years-old, my professional career has sent me on an interesting journey, one where I spent significant time behind a desk or the wheel of an automobile. But I’m what I like to call “mechanically inept.” I don’t work well with tools, and even building Ikea furniture gives me a headache, so a day in the trades felt intimidating but, even though I looked like the new guy, I was immediately welcomed by Ben Kleiss, one of our Field Supervisors, who asked me questions to learn more about my background. In no time, we reached our first stop, which proved to be important even though we didn’t inspect a single pipe. 

All of the intimidation and nervousness I felt lifted quickly, interacting with the customer and inspecting their drain situation with Kleiss, who carefully explained every step of the process.

A local highrise was having issues with paper towels getting flushed and backing up their drains. It wasn’t the first time it happened and their drain frustration was clearly evident. Considering it continued to occur, we recommended a preventative maintenance plan to assure they wouldn’t be left with another mess on their hands. We sent over the information since the customer needed approval from supervisors and promised we’d be back immediately, upon agreement. They seemed eager and were pleased that it was no cost to them for us to assess the problem.

It was the perfect introduction for me to better understand the importance of the inspection.

From there it was off to a local business, where a backed up toilet was causing a headache. Something we all take for granted nearly every day but it was hindering operations. We carefully explained the process we’d need to take to find the issue and how we could defeat it. 

A camera snake quickly presented the problem to us – a clog caused by a low flow toilet that was getting more than significant use, much more than it would in a residential location. It called for our best solution – the water jet. Guiding it upwards of 25 feet, to the discovered clog, we sent a heavily-pressured stream of water, moving the hose to ensure it was breaking it all up. After pressuring other areas of the pipe, the camera went back down to be certain it was gone.

It was fascinating to see my first upclose drain clearing in progress. Each step was calculated and Kleiss had a gameplan of how he would attack it and what was the cause. There was no denying he’d done this a little more once or twice in his career and he had the experience.

Like so many of Zoom Drain’s technicians, Kleiss started as an apprentice – looking for a change from retail management. Now, at 33-years-old, he’s been with the company for almost seven years, moving up in the rankings while helping teach his skills to the next generation. He sees each drain as a challenge and has a passion for making sure every job is done correctly.

Me, on the other hand, I helped out where I could but also asked questions and learned a lot!

It was on the next stop that I began to feel like Mike Rowe from Dirty Jobs. If you’re not familiar, the premise of Rowe’s television show is to send him on a job for a day to see what all goes into it, if he could handle the tasks and to spotlight careers that might not be considered glamorous. 

This stop was in another high rise apartment building, with local businesses on the ground floor, and it took plenty of examining before any work was done. With a maintenance manager monitoring our assessment and agreeing to the work, we found that the best approach was to cut open a segment of the wall and cut a portion of the vertical pipe behind it. From there, we stuck a camera down to better understand what was causing the backup and where the source of the problem was located. Turns out, there was a hole several feet down the pipe, so while we were able to jet it with water and get it clean – removing almost 60 years worth of grime, grease and whatever else was sitting in there – wastewater would still be able to exit through the hole.

After carefully explaining the issue, complete with photos from our camera snake, we then shared the next steps to fixing the hole. The drain was clearing properly but it was unclear where exactly the wastewater was draining, likely somewhere under the facility. We marked where the hole was and just how deep the pipe was, to save steps when we come back out to fix the situation, following the various approvals the facility owners need to move forward.

It was time to clean everything up, get into the truck and receive our next stop from dispatch. At this point, I noticed I had some grease and a little water on me. I felt like I had been initiated and my teacher explained to me that it was inevitable I’d get dirty. It just meant we were doing it right, because there’s times where you just have to get a little dirty to reach the proper solution.

A 20-minute journey found us at our last stop of the day, a nearby residential home that had recently had its front yard dug up, for reasons we didn’t know. After a brief conversation with the homeowner, the home had just received a new drain pipe leading to the township sewer line. A massive tree was removed and the excessive roots caused significant damage to the pipe. What we learned was that the replaced pipe wasn’t fully replaced all the way to the street, only partially, leaving several feet of the old line, which still had a chunk of roots in it.

What the customer thought was originally fixed was still resulting in a significant toilet backup. 

With the customer watching, we got to work. First, we used the camera snake to show him the issue, which was that the replaced pipe didn’t reach the township sewer and an old, five-foot section was blocked. We explained the best method would be water jetting with a special nozzle. The nozzle spins, blasting it with water as it grabs hold of the roots. After a bubbling cauldron at the pipe’s entry point and the smell of what seemed like burning roots and week-old spaghetti, we pulled out what felt like a trophy fish. It was a combination of roots, a little toilet paper and grease – a tangible thing showing the customer exactly what was the problem.

The customer snapped a couple of photos of the prized clog and we stuck the camera snake back down to assure him that everything was cleared and he’d no longer have toilet backups. The look on his face when we pulled out the clog was pure joy and he must’ve said “thank you” seven times. The sense of relief, knowing the problem was solved, was extremely rewarding.

After following up with dispatch to see what our next destination would be, back to the warehouse we went, a little tired, a little dirty but feeling a sense of accomplishment – feeling like we’d been through the day’s events together. On the way back, I reflected on the day. What I gained today was more than just firsthand knowledge of what Zoom Drain does but also an appreciation for each of our technicians and the important service they provide every day.

While tomorrow I would be heading back to my desk and my dress shoes, Kleiss would be preparing to do it all over again, cleaning the truck, interacting with customers – all of it. 

I’ve had about a thousand jobs. I’ve handed out cheese samples in the mall. I’ve hawked frozen pizzas in the supermarket. I’ve taught skiing and windsurfing. I’ve been a grape-picker, a maid and a lifeguard. And, before I got into the drain industry, I spent a lot of time working in restaurants.

Perhaps the job that had the biggest impact on me was waitressing at Foxy John’s, a coffee shop in San Diego. The owner of Foxy John’s was a woman named Jackie. This was back in 1980 and I was 21-years-old. My pay was $2.01 per hour plus tips.

On day one, Jackie told me, “Your employment is dependent on three things. First, you must tell the truth. Lie, cheat or steal and you are gone. Second, do things our way. We’ve got a system here and it works. You are welcome to make suggestions, as you earn your stripes. Third, you must wear the uniform.”

Of course, the uniform was awful. It consisted of yards of thick polyester, the color of poop, and horrible, bright white, nurse’s shoes. Ugh. On my first day, I showed up wearing the dreaded uniform, and promptly tested the limits.  

I cornered another waitress, Alyssa, while she was filling saltshakers.

“So, what’s Jackie really like? She talks a big game, but would she fire you if you didn’t wear these awful shoes?” 

Alyssa said, “The place is always packed and the money is so good. The work is easy and fun. Why risk it over the shoes? What’s the point?”

Suddenly, I felt petty. What was the point? Alyssa said kindly, “The shoes bug everyone at first. Jackie has weird taste. Still, I think you’re going to like it here.”

Every day I bought more of what Jackie was selling. She was a fanatic about numbers. Everything we sold was documented on this huge white board. Total sales, average sales, number of customers. Selling was the game – and there were contests everyday.  What a competitive bunch of women! Once, I bought a brownie myself just to break the tie and win the dessert contest.

In exchange for wearing the uniform and doing things her way, Jackie made good on her promise. I made lots of money and I had a blast. She also taught me about sales. Here are sales tips from the coffee shop:

• Smile. Show some teeth.
• You might just be the best part of someone’s day. Talk to them. Give them something good to talk about after you’re gone.
• Ask questions. Listen more than talk.  
• Answer questions. Give them what they want.
• Just offer nice options. No need to push anything.  
• Support the people who support you. They make your life easier.
• Take responsibility. At some point, you are going to screw up. Apologize and resolve the problem.

Can we make the connections for the drain world? Sure! Jackie taught me about sales. And discipline. Most importantly, Jackie taught me about leadership. If she could get me to wear that uniform, well, what wouldn’t I do for her?  

Six months later, I graduated and moved away. Now, I appreciate what she taught me.  At the time, I didn’t get how great we were. I assumed lots of businesses operated like Foxy John’s. I thought it was just a typical coffee shop. I didn’t realize how extraordinary it was.  

I try to bring these lessons to work every day at Zoom Drain. I love our team and what we are creating every day. It’s not just drains. It’s extraordinary – what we aspire to do and be, the problems we solve and the opportunity to work with you. Thank you! Xo$ Ellen

One thing separating Zoom Drain from its competitors is that we provide the education and the tools to evolve into one of our expert technicians. While prior experience is certainly welcome, it’s not required – you can quickly get on the path to a new career without any prior knowledge.

We offer a comprehensive paid training program stemming from decades worth of experience, a wealth of manuals, hands-on education, and a support system that will lead to success. You won’t find that anywhere else! But what exactly should an apprentice expect from our program?

What To Expect The First Day

It all starts with an introduction to fellow apprentices and an orientation. From there, students will undergo an overview of plumbing systems, specifically sewers and drains, though they need to have an understanding of how it all works together. On top of that, they get an overview of the industry – a brief history, a look at how it’s all evolved, and the change in codes and standards. But why is it important to learn drain and sewer technology from well over a century ago?

“Most of the plumbing – the drains – were based on research done at the turn of [the 19th Century],” says John Galligan, Zoom Drain’s Trainer. “At that point, when you flushed a toilet, you probably put seven gallons of water down the line, so you’ve got four-inch cast iron pipes. Today, you’ve got 1.28 gallons going down and if we were building that today, we wouldn’t use four-inch, we wouldn’t use cast iron, so it’s helping you understand how things are going.”

Along with overviews, they’ll get a tour of the facility and a better grasp of the tools of the job.

Moving Along During The First Week

After a visual and hands-on introduction to the basic tools they’ll be using, along with the specific function of each tool and proper identification, apprentices will learn about the cable equipment. The goal of learning these specifics right away will prove immensely beneficial.

“So, when a technician says, ‘Get me the pump pliers, or get me the channel locks, or get me the whatever’ you’re going out to the truck and you have an idea – you know what they’re looking for and you know where to find it,” adds Galligan. “So, when they do that first ride-along, that first week, they’re helpful. They’re not drones, doing nothing – and it just makes it real.”

Ride alongs begin right away, in the first week. Typically, apprentices will spend one day of each week in a truck with an expert technician, gaining more knowledge. It’s imperative these future technicians see the real-world application out in the field, helping other team members and viewing how they do it.

Continuing On The Path To Success

With a significant amount of training under their belt, it’s time to start taking things apart. In small groups, the apprentices will disassemble toilets, sinks, bathtub drains, and more. It gives them the ability to see how exactly everything works and to become familiar with common drains. Seeing and doing are two different things – this can be a great way of building muscle memory. 

“If another option is to give you something to take apart and leave you alone, but you’re really engaged, that’s more productive than even having class,” says Galligan. “I kind of follow where your passion is going. That’s the driver – we chase wherever the passion is.”

Galligan might follow their passion but he does so with an extensive curriculum. There’s a checklist to make sure every student learns exactly the abilities necessary for success, which includes 114 boxes filled with visual aids, little reminders for each step on their journey. Galligan always makes sure to let his students know that if they have questions, to make sure they ask. There are no dumb questions and they won’t get lectured about how they “should know that” but, instead, spotlight the answer to the student and the group, to yield a better understanding.

Once there’s a proper familiarization with bathroom fixtures, it’s time to highlight the commercial services Zoom Drain provides, specifically grease traps for commercial kitchens. It’s also time for a deeper dive into the cable equipment and how exactly to dismantle it and change out the parts, in case there’s an equipment issue on-site, a technician will be able to troubleshoot it.

Once apprentices have learned, seen, and received hands-on practice, it’s time to go out on a call. When they go out on various field trips, in a group, the supervisor isn’t there to help, instead, they just watch to ensure the apprentices discover mistakes and don’t get hurt.

“They do everything,” says Galligan. “My job is basically to keep them safe. Other than that, if they’re in the process of making a mistake that they are going to see themselves, that’s not going to cause damage, I just let them do it – the guys go through the whole process.”

Reaching The Finish Line As An Expert

Towards the end of the class, it’s all about constantly recapping. At this point, the supervisor works on anything he’s noticed the team might be struggling with. It’s basically crossing t’s and dotting the i’s, looking back on what they’ve done and how they can do it better in the future. And highlighting things that ensure the best – and most efficient – customer service possible.

“You pull up to a house, where do you park – it’s a simple thing, “Galligan admits. “But, there are mailboxes the mail carrier has to get to, did you park in front of them? Did you go down the driveway – or should you go down the driveway? Do you go down the driveway after you ask? If you park it in the driveway, are you blocking the garages or is someone coming on here?”

Now, after the apprentices have done some roleplaying with employees acting as customers, the group is ready to ride along every day, for a few weeks, to assist and develop their skills, everything from highly technical tasks to providing exceptional face-to-face customer service.

“If you’re a really quiet person, we’re not going to make you gabby! We’re going to help make that work for you. If you’re struggling with something, we find someone that’s really good at it – and they’ll ride with you. At the end of the day, it’s about training the next level of professionals, not just robots. We’re looking for professionals that really understand the physics of how drain and sewers work and how the equipment works – and how to be efficient at it,” noted Galligan.