How C.I.T.E. uses technical training to develop its people, strengthen customer support, and lower the total cost of collection.
A refuse truck that goes down can take an entire route with it. Getting it back in service requires a technician who can identify the real problem, understand how the systems work together, and make the right repair quickly before more time is lost. That kind of support does not happen by accident. It gets built through experience, continued education, and access to people who can help technicians keep up the pace as equipment changes.
At Central Indiana Truck Equipment (C.I.T.E.) in Indianapolis, IN, training has become a central part of how the company develops employees and supports customers. The Heil dealer has operated from the same location since 1961, when the business was founded by Clyde Vaught, Jr. More than 65 years later, the company remains heavily focused on Heil equipment and still follows a philosophy that has carried through several generations: invest in people first. The building looks much the way it did decades ago. The knowledge inside it, however, has never stopped growing.
That commitment shows up in C.I.T.E.’s participation in Heil’s Nexteligence training program, which gives technicians a structured path from foundational instruction through Bronze, Silver, Gold and Platinum certification. Several members of the service team are enrolled in the program, including multiple technicians who have reached Platinum, its highest certification level.
For C.I.T.E., the certifications reflect an ongoing commitment to technician development. The goal is to build a service team that can diagnose problems faster, communicate clearly with customers, and keep equipment operating at the lowest practical cost throughout its working life.
A Business Built Around People
Facilities, tools and parts inventory all matter in a service operation. From the beginning, C.I.T.E. has believed the people using them matter much more. That thinking has shaped the company since its earliest years. Training, certification, and time off the floor for education and development are all costs a dealership can pause when the shop gets busy. C.I.T.E. has consistently chosen not to do that.
In a technical field, that investment cannot stop once a new hire learns the basics. Refuse equipment combines hydraulic, electrical, mechanical, and increasingly advanced digital systems. A problem that looks isolated to one component is often connected to something else entirely. Technicians need to know how to perform the repair, but they also need to diagnose the system that caused the failure. That is why a structured training path matters.
Nexteligence lets technicians start with core concepts and keep building over time. Coursework covers electrical systems, hydraulics, multimeter fundamentals, product knowledge, diagnostics, troubleshooting, and preventive maintenance. Each subject supports the next. A technician who understands electrical fundamentals is better prepared to trace a circuit problem. Someone with a firm grasp of hydraulics can evaluate pressure, flow and component performance instead of replacing parts based on symptoms. Product-specific knowledge ties those fundamentals to the equipment the technician sees in the shop and in the field. The result is a technician who understands the whole machine, not just the component sitting on the bench.Ìý
Learning from the People Who Know the Product
One of the benefits C.I.T.E. values most is the chance for technicians to learn directly from experienced Heil personnel. “When you’re in a room full of Heil employees who know the product inside and out, it’s so rewarding to learn from people with decades of experience,” said Samuel Vaught, Key Account Manager at C.I.T.E.
“Heil’s training gives our technicians far more than certifications. It equips them with the knowledge, confidence, and problem-solving skills to diagnose issues accurately, communicate effectively with customers, and keep trucks operating at the lowest possible cost throughout their service life. That investment in our people directly translates into better support for our customers,” said Vaught.
That access adds practical knowledge that is almost impossible to capture in a manual. Experienced instructors can explain why a system was designed a certain way, point out the conditions that usually lead to a failure, and share troubleshooting approaches built over years with the equipment. That context follows the technician back to the dealership. A service manual explains how a component should operate. An instructor can also explain what to look for when it does not, which symptoms tend to mislead technicians, and how one issue creates another somewhere else in the system.
The training is built around real-world issues technicians encounter in the field. They bring real questions and recurring problems into the classroom, where instructors connect those experiences to product design, maintenance procedures, and operating conditions. Training becomes less about simply memorizing information and more about learning how to think logically through equipment.
A Path that Continues Throughout a Career
Technical education works best when it does not end after one course. C.I.T.E. sees real value in the program’s multiple levels, because technicians can keep expanding their capabilities as their experience grows. Someone early in a service career may need a strong foundation in electrical testing or hydraulic principles. A veteran may be ready for advanced diagnostics, deeper product knowledge, or preparation for customer-facing work. Each level gives the technician somewhere to go next.
Several C.I.T.E. technicians have continued through to higher certification levels, including multiple Platinum certifications. Getting there takes commitment from the technician and support from the employer, particularly in a busy shop where pulling someone off the daily schedule is never simple. The return comes back as technical capability and confidence.
A technician who knows the equipment well can explain what happened, why it happened, and what the customer can do to keep it from happening again. That matters most when the technician is standing in front of fleet managers, maintenance personnel, or operators who need more than a repair order. They need an answer they can trust. The program also prepares technicians for the customer-facing side of the job, helping them explain problems clearly, recommend the right solution, and confidently represent the dealership professionally.
Flexibility without Putting Development on Hold
Finding time for training is a persistent challenge in any service organization. When daily demands keep taking priority, technician education and development can easily stall.
Trucks keep arriving, customers need answers, and emergency repairs move to the front of the line. In that environment, training is often the first thing pushed aside, even though continued technician development is one of the most effective ways to shorten diagnostic time, prevent repeat repairs, and keep the workload from becoming even harder to manage.
The online portion of the Nexteligence program helps with that. Technicians complete coursework at their own pace, around whatever the business is throwing at them that week.
That cuts travel requirements and makes ongoing education far easier to reach. Instead of waiting for the one week when a technician, an instructor, and a classroom all line up, employees keep learning between daily responsibilities.
Self-paced instruction also gives technicians more control over how they absorb the material. They can revisit a difficult topic, review a section before working on a related system, or move quickly through material they already know.
For the dealership, online access makes training easier to schedule across several employees without pulling the whole group off the floor at once. Hands-on instruction remains an essential part of the program, with in-person training strategically reserved for procedures and diagnostic work that technicians need to practice directly on the equipment.
Some Lessons Must Be Hands-On
Online courses can explain how a system works, walk through testing procedures, and establish the concepts a technician needs. There is still no substitute for standing beside the equipment, tracing the system and doing the work firsthand. C.I.T.E. puts considerable weight on the factory training portion of the program for that reason.
Visiting the Heil manufacturing facility lets technicians see products in greater detail and get hands-on experience under people who know the equipment inside and out. Components that are hard to reach or hard to picture on a completed truck can be examined clearly. Procedures get demonstrated, practiced, and discussed in a setting built for learning.
A technician may understand hydraulic theory from an online course, but seeing the routing, the controls, and the operating sequence on the equipment puts that knowledge in context. The same holds true for electrical diagnostics, preventive maintenance and product-specific troubleshooting.
Books and online instruction build the foundation. Factory training shows technicians how to apply that knowledge when the truck is back in the shop. The combination is what gives the program its strength. Technicians are not locked into one format or expected to learn everything the same way. They build knowledge online, reinforce it in the classroom and apply it with their hands.
Information Available When the Truck is in Front of You
Formal courses are only part of technical development. In day-to-day service work, technicians also need information they can pull up the moment a question comes up. C.I.T.E. regularly uses Heil resources including Service Shack tutorial videos, Nexteligence training newsletters, online courses and information covering 3rd Eye camera and technology integrations.
The Service Shack stands out because it serves technicians, sales personnel and customers alike. Instead of relying on memory or waiting for the next formal course, employees can find product and service information when they need it. That on-demand access reinforces what the certification program teaches. A technician may have covered a system months earlier, but a resource available right there in the shop can refresh the details before testing or disassembly starts. It also improves communication across the dealership. Sales employees understand the equipment they’re discussing. Service personnel find technical information faster. Customers can reference product and support materials instead of relying on secondhand answers.
Training newsletters and online resources keep the education going as products, integrations and service practices develop. That matters more every year, as refuse trucks integrate more technology and technicians work across mechanical, electrical and digital systems at once.
No single class can answer every future question. A strong training program also must show people where to find reliable information after the class ends.
Training Shows Up in the Cost of Collection
The practical value of technician education is easiest to see in uptime and operating cost. For a hauler, the cost of a service problem extends well beyond the repair itself. A truck out of service can mean missed routes, overtime, towing, a substitute unit, delayed collection, the administrative work of reorganizing the day, and the irate customer complaints that follow.
A technician who diagnoses the issue faster shortens or eliminates that disruption. A technician who understands preventive maintenance can catch a developing problem before the truck breaks down. Better product knowledge cuts down on unnecessary repairs and keeps good components from getting replaced for a failure they didn’t cause.
Those improvements support both Total Cost of Ownership and Total Cost of Collection. The two are closely tied. A truck that is easier to maintain and backed by knowledgeable technicians stays productive. When downtime drops, the customer gets more service out of the equipment investment and avoids most of the secondary costs that follow a breakdown. C.I.T.E. sees that connection as central to strong customer loyalty.
Customers stay with a dealer and a manufacturer when their equipment performs, and their problems get solved. The product matters, but so does everything that happens after the sale.
Training becomes part of the value of the equipment. It helps technicians protect uptime, helps customers operate more efficiently and gives the dealership a stronger foundation for supporting the truck across its working life.
ÌýMore than a Product Relationship
C.I.T.E. has worked with Heil throughout its history. That longevity is tied to the equipment, but it also reflects the support, education and practical resources around it. The dealership values how hands-on Heil’s training is and how directly the material connects to what technicians run into in the field. Compared with programs that are largely conceptual, the Nexteligence approach is more interactive and completely connected to the work technicians can expect to perform every day.
C.I.T.E. also points to the accessibility and responsiveness of the Heil training team. Communication has stayed strong as the program has grown, and the company appreciates the steady development of new training opportunities and resources. “The strongest customer support comes when manufacturers and dealers partner. Through programs like Nexteligence, we share knowledge, develop technician expertise, and create a consistent approach to service that benefits everyone involved. Training is not just about learning a repair procedure. It’s about building the skills and relationships that keep equipment productive and customers successful,” said Donald Tidmore, Environmental Solutions Senior Manager of Aftermarket Training. That ongoing investment matters, because customer needs are not standing still.
Equipment keeps evolving. Technician responsibilities keep expanding. Customers expect faster answers and are watching downtime, maintenance expense, and total operating cost more closely than ever. Supporting those customers takes more than building a reliable refuse body. It takes a network of dealers and technicians who understand the equipment and know how to keep it working on the route.
Investing in the People Behind the Service
Every generation of C.I.T.E. leadership has relied on technicians, service personnel and customer-facing employees who understand the equipment and the customers who depend on it. Facilities give the business room to operate, but its knowledge, relationships and long-term growth have always come from its people.
Nexteligence gives the dealership a more structured way to continue that tradition, and the customer ends up on the receiving end. Better-trained technicians diagnose problems more effectively, support preventive maintenance and get trucks back in service sooner. They communicate with more confidence and give fleet operators clearer information for maintaining the equipment over time.
That is where training stops being education and becomes part of the collection operation itself. The technician isn’t behind the wheel when the truck pulls out in the morning. But the work done in the shop has a lot to do with whether that truck finishes the day. For C.I.T.E., continuing to invest in that knowledge is one of the most direct ways to support employees, strengthen customer relationships, and keep the total cost of collection under control.
The Heil Co. is a longtime manufacturer of refuse collection equipment serving public and private waste and recycling operations. Heil® supports its equipment through a nationwide dealer network and a combination of technician certification, online education, factory instruction and on-demand technical resources. Through continued investment in products, people and technical education, Heil and its nationwide dealer network help fleet operators improve equipment uptime, simplify maintenance and lower the total cost of collection.
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