How Duthie Power Services Transformed Their Customer Experience with a Revolutionary Team Structure

Duthie Power Services Overhauls Service Department for Enhanced Customer Experience

Duthie Power Services has announced a strategic restructuring of its Service Department aimed at streamlining customer support, technician scheduling, and daily service coordination. This innovative approach is led by Service Managers Johnny Bradford and Nathan Woods, who have introduced a newly defined Service Advisor role to better serve both customers and field technicians.

Team-Based Approach for Better Service

Under the updated structure, each Service Advisor now manages a dedicated team of Generator Technicians. This team-based approach creates a single, consistent point of contact for customers while improving internal communication and accountability across all service operations.

Benefits of the New Structure

By aligning Service Advisors directly with specific technician teams, Duthie Power Services can now:

• Respond more efficiently to service requests
• Proactively manage technician schedules
• Reduce administrative bottlenecks

Customers benefit from clearer communication, faster resolution times, and deeper familiarity with their facilities and equipment.

Leadership Insights

"This structure allows our Service Advisors to truly advocate for both the customer and the technician," said Johnny Bradford, Service Manager at Duthie Power Services. "They understand the workload, the urgency, and the technical requirements, which helps us deliver more consistent and reliable service."

Nathan Woods, San Diego Service Manager, emphasized the long-term relationship benefits: "Our customers aren't just calling into a general queue—they're working with a Service Advisor who knows their site, their generator, and their expectations. That familiarity makes a real difference, especially during critical or emergency situations."

Commitment to Excellence

The revamped Service Advisor model reflects Duthie Power Services' ongoing investment in operational excellence and customer-focused service delivery. By strengthening the connection between customers, technicians, and administrative support, the company continues to raise the bar for commercial generator service throughout Southern California.

For more information about Duthie Power Services and its service capabilities, visit https://www.duthiepower.com/.

About Duthie Power Services

Founded in 1965 with offices in Long Beach and Escondido, CA, Duthie Power Services is Southern California's trusted source for generator sales, rentals, service, and maintenance. The company is dedicated to providing dependable backup power solutions backed by technical expertise and a strong commitment to safety and quality assurance.