Tech troubles

I think people are afraid to change what they have been doing for 30 to 40 years,” says Drew Boekholder, superintendent at Finkbine Golf Course at the University of Iowa in Iowa City. “I have always enjoyed technology and think we should be using it for everything. It hasn’t failed me yet.”

Boekholder admits some tech work can be tricky but explains that problems can be caused by user error. At Finkbine, they are working through an issue with a GPS sprayer. When it’s not a user error, and it’s something that can’t be fixed in the field, the issue escalates to the course’s equipment technician.

Ben Beard is the equipment technician at American Dunes Golf Club, in Grand Haven, Michigan. He is a former service manager for a John Deere distributor and is well-versed in troubleshooting. “We solve problems based on our individual expertise,” Beard says. “If it’s something that none of us can figure out, we put our heads together.”

Beyond that, help is available. “The Reel Turf Techs community has a WhatsApp group with over 150 techs worldwide,” Beard says. “Ninety percent of the time that’s where I go first and within a matter of minutes, there is a response steering me in the right direction.”

Whether the equipment is leased or owned, and under warranty or not, affects the next move if the equipment technician can’t fix it. As more complicated technology is adopted and integrated into golf course maintenance, there’s a growing need for advanced troubleshooting and customer service.

Benton Hodges, a former assistant superintendent and owner of Mountain West Turf Technologies, says, “There’s a cool opportunity to remote in to technology and to help people through online platforms. Tech does go wrong and there will be hiccups. It will be frustrating, so pick your partners carefully. Pick someone who will be there to help.”

Because autonomous mowers and GPS sprayers are becoming more widely embraced, sales representatives and customer service teams are growing in experience. Problems are being resolved faster. Early adopters of technology help pave the way for others, the second-hand market grows, as does the variety of products being offered. There are more models, more brands and more choices.

“There are businesses that do a good job,” Hodges says. “Some technology companies are trying to get into the turf game and they just don’t get it. Superintendents that have pivoted into turf technology or experienced reps are going to be more useful than a run-of-the-mill tech company looking to make a quick buck.”

Depending on the issue, the equipment and the situation, if troubleshooting remotely doesn’t work, a technician may be sent to the course or the equipment may be picked up and taken in for service. Usually, someone can find a fix. Ideally, integrate new technology slowly so the team and the course technician can adapt. Try things out and determine what is useful.

The largest barriers to entry are a fear of the unknown and costs or perceived costs. “If you think all technology is too expensive, you are definitely wrong,” Hodges says. “If you think some is, you are on the right track. It is more accessible than most people think.”

“People need to keep an open mind,” says Justin Harper, the superintendent at Deercreek Country Club in Jacksonville, Florida. He has experience at Frederica Golf Club on St. Simons Island, Georgia, The Dye Course at White Oak in Yulee, Florida, and recently transitioned from being the assistant superintendent at Atlantic Beach Country Club in Atlantic Beach, Florida. “Some people who try GPS sprayers decide, ‘I don’t like them’ and write them off. You have to give it a fair chance.”

The spectrum of attitudes surrounding technology results from personal experience. Seasoned superintendents will accomplish what they need to without new technology because they always have. New technology requires leaving your comfort zone and wrestling with new problems, believing the benefits outweigh the effort. Less experienced staff have grown up with technology and they trust it.

As a student, father, coach and veteran of the United States Marine Corps Reserve, and having completed a tour in Iraq, Harper has experienced life in many ways. “I grew up without a computer in the house but started using them in middle and high school,” he says. “I had to adapt to it. I am young enough to embrace it and know how to use things that older superintendents may not feel comfortable with.” Younger workers troubleshoot fearlessly because they always had to.

At Atlantic Beach, the team is led by superintendent Chesley Scott and they are using TDRs and taskTracker. They don’t have a GPS sprayer, though Harper has been at properties that use them.

“To me, it’s easier to spray with the GPS because you don’t worry as much,” he says. “It’s a lot more like playing a video game than it is spraying and it’s easier to teach people how to spray using a GPS. It’s good to have skills where you don’t need it, too.” Both methods have merit. Technological progress will vary by property.

“Technology 100 percent requires buy-in from everyone, from the crew to the top,” Hodges says. “It’s going to make your life better.” Tech can help leaders be away from the course and have the data they need to relax about what is happening on property. Empowering employees to learn how to use tech, and all the functions of the technology being invested in, will maximize returns.

Technology and troubleshooting cannot be covered through formal education the way that learning happens on the job, so enabling interns and new employees to learn helps everyone. “I am not afraid to let them hop on a sprayer and let them get the experience they need,” Boekholder says. “That makes it easier for them to go and find that next job.” That also gives them the experience to encounter and solve more problems.

Finkbine works with Above Par Tech, which helps set up the course’s GPS sprayer. “They mapped all of our fairways,” Boekholder says. “I think the hardest part was getting all of the nozzles and solenoids onto the sprayer itself and they did that for us. Sam Schmidt taught us how to use it. They are rock stars. I can call Sam any time, any day and he is going to troubleshoot with me.”

You have to have support. “There is a lack of accessibility with troubleshooting information — it’s not just a simple parts manual,” Beard says. “Now we plug a computer in. I had a machine we had to send back to the manufacturer because it was throwing an engine code and I had no way of knowing what that code means. You need the software from the manufacturer.”

Many facilities are working with both gas and electrical power. “The gasoline engine is more visual,” Beard says. “You can see if a component is bad or good. You can see the tests being done. With electrical, there is more testing and tracking down something specific. If an engine is broken, you have to rebuild it. With electrical, it’s basically a component that goes bad, or wiring. One is easier to find the problem but harder to fix. One is harder to find the problem but easier to fix. It’s a toss-up.”

It’s also about determining what technology is most appropriate for your situation. If you have trouble with cart traffic, a GPS system that limits where the golf carts can go might make sense. For play congestion, carts using GPS to display the distance to the hole with exact yardage might help.

The more informed you can be before making an investment in technology, being guided by necessity and motivated by the potential for improved operations, the easier it is to find the resources for troubleshooting. It’s an investment rather than an extra.

Cost savings and peace of mind can be huge benefits of GPS sprayers. Autonomous mowers can help with safety in tricky areas. Shout about the wins. Make sure people hear about any savings and progress, regardless of the technology you are integrating. Larger properties have more economies of scale to work with, but the same fundamentals apply.

“There are properties where people don’t want to learn and want everything the old way,” Beard says. “Unfortunately, one way is going to thrive and one is going to die. Technology is here to stay so embrace it.” And the troubleshooting that comes with it? Embrace that, too — it’s part of stronger execution.

Remembering fundamentals, “You can never thank your staff enough,” Boekholder says. “No matter if they are driving a piece of equipment that has 100 percent technology on it or driving something fully manual, I thank my crew for the hard work they do.”

A tight crew and the right tech partners make shouldering any trouble easier.

Lee Carr is a northeast Ohio-based writer and senior Golf Course Industry contributor.