Dartmouth's Troubleshooters Respond to Any Situation

Following are excerpts from an interview with David Miller, Jr., the Lead Troubleshooter. Interview questions are in bold, followed by David's edited responses. 

So, what do troubleshooters actually do?  Our main priority is safety first – for others and ourselves.  We alleviate damage to College or personal property and correct problems. We’re the first responders to any off-hour emergency on campus, including fire calls, broken water pipes, heat and electrical issues and air handling issues.  We respond to a lot of access control problems, too.

For the recent Morton Hall fire we (and employees from Safety & Security) were the first responders on scene, so we pounded on doors and checked rooms to make sure the students were safe. Once the fire department came, we supported them by shutting off systems, and barricading doors to other buildings to prevent water and smoke damage. We follow directions of the lead emergency response unit once they arrive.    

How are you notified of a problem?  We monitor a lot of building systems from our office in McKenzie, and we’re dispatched through the heating plant and the Office of Safety & Security for any emergency. 

What does it take to be a troubleshooter?  First and foremost, troubleshooters have to be calm in emergencies, be able to quickly assess problems and make decisions. They have to know their limits and know when to call for help.  Experience is everything and our crew reflects this. In addition to having a strong mechanical background, our team members have expertise in electronics, refrigeration and oil heating.  One is a master plumber, and another is a former navy man trained on boilers and diesel with experience in our heating plant.  No one is ever fully trained because we’re always learning, and technology is always changing. 

What do you like most about your job?  I love the fact that you never know what you’re going to be doing when you get to work. I never dread going to work in the morning, because I have no idea what the day will bring.

What is the least understood part of being a troubleshooter?  There are several things. Most people don’t know the scope of our work, or the extent of real estate Dartmouth owns.  We support the campus, but also the real estate properties that include Sachem Village, Centerra, and 56 Etna Road.  We’ve even been called to the Moosilauke Ravine Lodge.  We also deal with highly sensitive areas some people don’t even know about like research labs, the data center and the vivarium for animal observation and research.  Another thing people don’t realize is that we work 365 days a year, so we’re here every weekend and holiday.  All of us will work this Christmas, either during a day, evening or night shift, and our families will celebrate at a different time. 

The Campus Services team extends a sincere THANK YOU to all the troubleshooters: Tiger Bacon, Ray Moore, Dale Ordway, Bruce Demers, Jon Parker, Loren Cameron and David Miller, Jr. for your unwavering dedication to the people and facilities at Dartmouth.