Reliability begins with teamwork between local technicians and the manufacturer who built their vehicles. For the Ottawa Paramedic Service, keeping 85 ambulances on the road safely depends on technicians who are familiar with every system they service.
Through Demers Customer Care’s technical training, Ottawa’s mechanics have strengthened their diagnostic skills, improved repair times, and gained confidence in working with complex electrical systems. Working together, the strength of our combined expertise ensures that our manufacturers’ knowledge is shared directly with the skilled technicians who care for these vehicles every day. This connection allows every member of the team to handle each ambulance with the precision, attention, and dedication needed to keep their fleet safe, reliable, and ready to serve.
Building confidence in electrical systems
Multiplex wiring systems connect lighting, patient modules, and safety controls. They make vehicles smarter and more efficient, but they also require specialized understanding.
Demers’ training helps technicians read wiring diagrams, use diagnostic tools effectively, and approach electrical issues with confidence.
“The wire stamping system that Demers uses makes things easier,” McGee explained. “But you need to understand the schematics.”
That’s where structured training has been a game-changer.
By combining clear instruction with hands-on practice, the program allows mechanics to move from simply replacing parts to identifying and solving problems at the source. The result is faster diagnostics, fewer repeat issues, and less downtime for ambulances in service.
Virtual Training: A Valuable Alternative
Ottawa has a long history of sending mechanics to the Demers factory for in-person sessions, where technicians can see ambulances in various stages of production and learn directly from the engineering team.
When travel wasn’t possible, the service joined its first virtual training session led by Demers technical expert Dominic Chatelle. The format proved to be both practical and effective.
“It was the first time we’d done virtual training with Dominic,” McGee said. “It worked well, and it’s useful because we have staff moving in and out of the ambulance section frequently. It gives them that base knowledge.”
The online training has become an important part of the onboarding process for new staff, while in-person factory sessions remain the best option for deeper technical insight.
“The virtual training is a great starting point,” McGee added. “But for a deeper understanding, you still want that factory experience”.
Building stronger collaboration
For Ottawa, training goes beyond technical skill. It also strengthens the partnership between the service and Demers’ support team.
“Having that connection with Dominic was valuable,” McGee said. “It helps when you have a face to the name, and the technicians know who they’re dealing with. It makes it easier for our team to reach out when they need support. It builds trust and improves collaboration.”
That spirit of collaboration extended even further when Ottawa invited neighboring Renfrew County staff to join the virtual session, ensuring more services could benefit from the same expertise.
Real-time benefits for ambulance repairs
Fleet downtime is costly for any emergency service. With structured training, Ottawa’s technicians can address many issues directly, without waiting for external assistance.
This independence results in:
• Faster, more accurate diagnostics.
• Reduced repair delays for recurring issues like lighting or door systems.
• More efficient communication between Ottawa’s mechanics and Demers’ technical team.
By empowering technicians with manufacturer-level knowledge, the training program helps keep more ambulances on the road and available for emergency response.
