For Norfolk County Paramedic Services, fleet readiness starts with understanding their ambulances inside and out. That’s why the county’s fleet mechanics and logistics team took part in a full-day in-person training led by a Customer Care expert at their own facility.
The results were immediate:
- Mechanics now approach diagnostics with greater confidence.
- Technicians gained a solid understanding of electrical schematics.
- The entire team now works with a clearer understanding of how their vehicles are built and maintained.
- What once required guesswork is now structured, supported, and easier to manage.
“We would definitely recommend this training to other services. It’s worth their while. When you understand the design, you can maintain it more effectively.”
Practical learning that translates to the shop floor
The training they chose focused on the real-world maintenance challenges technicians face every day:
- Understanding electrical systems
- Reading wiring diagrams and schematics
- Quickly identifying access points
“Technicians learned how things were wired or controlled,” Jordan explained. “It gave them a baseline to start from, and that saves time when diagnosing or repairing.”
By aligning everyone around the same technical understanding, the team can now troubleshoot more consistently and efficiently.
Guidance directly from the manufacturer
Led on-site at the Norfolk County yard by Customer Care technical expert Dominic Chatelle, the session combined a concise technical presentation with a hands-on walkthrough of an actual ambulance. This format allowed participants to ask targeted questions and immediately see how systems function in practice.
“Dominic was very good. He took his time and kept it relevant,” said Randy Godelie, Commander at Norfolk County Paramedic Services. “He made sure everyone understood what they were seeing and why it mattered.”
Eight participants attended, including fleet management and mechanics. For Max Adams, Lead Mechanic with more than two decades of experience, the training reinforced best practices while offering a fresh perspective.
"We’ve often had to figure things out on our own. Having the manufacturer come in and walk us through every system, from the cab console to the patient module, gave everyone a much deeper understanding. For the newer guys, it provided a strong foundation.”
Supporting the transition to new technology
As ambulance systems continue to evolve, access to manufacturer knowledge helps maintenance teams stay aligned with design intent. For Norfolk County, the training removed uncertainty and replaced it with clarity, allowing technicians to work more decisively.
Understanding how systems are designed, and why, helps:
- Prevent errors
- Reduce downtime
- Improve long-term reliability
“It absolutely made things easier for our team. It clarified a lot, especially for our mechanics who hadn’t worked on these systems before.”
Training that fits every fleet
Demers’ Customer Service team offers flexible training options, including:
- On-site sessions
- Training at the manufacturing facility
- Virtual webinars
Each format provides direct access to manufacturer expertise and proven maintenance practices.
For Norfolk County, the in-person experience delivered immediate value. “Dominic knows his way around the trucks,” Max said. “His explanations were clear. Even small things, like learning a faster way to replace door latches, will save us time later.”
Knowledge That Keeps Fleets Ready
Norfolk County operates 13 ambulances, where every unit plays a critical role. In a smaller service, even having one vehicle out of service can significantly impact daily operations. Ongoing, manufacturer-led training helps ensure each ambulance stays reliable and ready for deployment.