This family-owned company supports its original line of equipment developed in the mid 1990's. As admirable as that may seem in today's market of forced upgrades and predetermined annual obsolescence, it is a nightmare for servicing technicians and the customer alike.
Their solution is to refurbish equipment which is no longer manufactured and send it back to the customer. The life-cycle of 90's era electronics and communications protocols were exceeded decades ago. The servicing technician is forced to put bad equipment in place of slightly worse equipment. The repair approach is that of applying band-aids to a patient in cardiac arrest.
The metrics for promotion are strongly tied in to a technician's ability to fix it right the first time. Coupled with a lower-than-average industry starting salary, it is a recipe for failure for talent acquisition and retention.
The work-life balance is presented as a 9-day work week followed by a 5 day weekend. Who doesn't want a 5-day weekend every other weekend? The tech who had to work 12-14 hour days for 9 days straight, that's who. Good luck enjoying that time off.
Supervisors are promoted from within. That puts your SME's where they need to be. Unfortunately this company does not develop them as managers or supervisors as they are learning their respective trades and the day-to-day toll is evident in the availability and approach-ability of supervisors.