Episode Description:
Facility owners are not waiting anymore. Across healthcare, higher education, government, and critical infrastructure, a growing number are building internal teams to self-perform automation work. This shift is not driven by cost, but by frustration, urgency, and the need for consistent, reliable service.
In this episode, you'll hear exactly why this trend is accelerating and what it means for your business. Owners are not trying to compete with contractors, but they no longer trust the current model to support their operations. If you're in the contracting or OEM space, this episode is a must-listen.
Topics covered include:
- The sharp rise in owner-led training and self-performance initiatives
- How inconsistent technician assignments are damaging service relationships
- Why vague service agreements are no longer acceptable to facility managers
- The operational risks driving owners to bypass traditional contractors
- A practical framework to rebuild trust and maintain long-term service relationships
If you're ready to understand what owners really need and how to stay ahead of this shift, this episode will point you in the right direction.
Click here to download or listen to this episode now.Podcast Video
The Rise of Owner-Led Building Automation: What Contractors Need to Know
The building automation industry is entering a new phase. Across sectors such as healthcare, higher education, federal government, and critical infrastructure, facility owners are taking on work traditionally handled by contractors and OEMs. This shift is not about cutting costs. It is about regaining control, ensuring consistency, and reducing operational risk.
Owners are frustrated. Many cannot rely on external service teams to meet the demands of their facilities. Imaging rooms, ORs, classrooms, and manufacturing lines cannot afford delays. Yet owners are experiencing missed deadlines, rotating technicians, vague service agreements, and a lack of accountability. As a result, they are turning inward.
Why This Matters
This trend is not theoretical. Owners are forming internal controls teams. They are training their staff in building automation fundamentals and system troubleshooting. They are purchasing product directly, managing subcontractors, and executing small to mid-size projects in house.
At Smart Buildings Academy, we are seeing a marked increase in owner-side enrollment in our training programs. These are not casual participants. These are large institutions ready to support themselves because they no longer see reliable external options.
The Core Issues
Owners repeatedly cite three critical frustrations:
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Inconsistent Technician Assignments: Many facilities see a new technician every visit. This leads to wasted time, increased risk, and poor familiarity with complex systems.
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Vague Service Agreements: Many agreements fail to define outcomes. Without clarity, maintenance becomes reactive, and internal departments compete for technician time with no oversight.
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Lack of Strategic Guidance: Owners need help standardizing systems, graphics, sequences, and planning future upgrades. They are not getting this support from contractors.
What You Can Do
Despite the frustration, owners are not eager to replace contractors. They want reliable partners. To meet this need, contractors must address seven key areas:
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Assign Dedicated Technicians: Build building profiles and implement a clear process for preparing technicians. Even without full-time site assignments, consistency and context are critical.
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Define Outcomes in Service Agreements: Move beyond hourly commitments. Clearly state what will be done, when, how, and how it will be measured.
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Build a Service Summary Dashboard: Give clients a transparent view of completed work, open issues, and upcoming needs. Review this data regularly.
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Offer Tiered Support Options: Let clients choose the level of service that matches their operational risk. Explain tradeoffs clearly.
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Support Internal Training: Empower owners to perform basic functions such as clearing alarms or adjusting setpoints. This strengthens their engagement and trust in your systems.
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Align with Capital and Budget Planning: Understand your client’s fiscal year and planning cycle. Use service data to support their long-term goals.
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Be Honest About Capacity: Set realistic expectations and own your limitations. Clients value communication and accountability over promises that go unmet.
What’s Next
Owners are not looking to become full-scale integrators, but they are prepared to act if no other solutions emerge. Contractors who listen, adapt, and deliver with clarity can remain the preferred choice. Those who ignore this shift will find themselves competing with the very clients they once served.
The message is clear: consistent, reliable service is no longer a value-add, it is the baseline. Meeting this expectation is not difficult, but it requires structure, communication, and commitment. The opportunity to lead is still there, but the time to act is now.
For a deeper discussion and insights from the field, listen to this episode on the Smart Buildings Academy podcast.
