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Have a Technical Issue and Need Support? Talk to John Phillips


If you have a technical question about surveying and construction equipment, Technical Support Manager John Phillips has the answer. What makes John an expert? He’s been supporting equipment at APE for over 25 years. “Once a customer buys from us, they are a customer for life,” says John. “They can call us anytime with questions about anything – and they do! We’ve had customers call about equipment they purchased 20 years ago.”

Have you always been in APE’s support division?

“I started at APE over 25 years ago in inside sales and worked there for 12 years,” says John. “Around 2000, equipment started getting more complex and computerized, and Mr. Allen had the foresight to know that as the equipment evolved, tech support would become a big part of sales. I was asked to start that group and head the team.”

How many calls do you get a day?

“It can be busy,” says John. “Today, I’ve already taken 15 calls. We handle all kinds of customers at APE. If you buy it from us, we’re there to help you with it.”

What do you do when you don’t know the answer to a customer’s question?

“I always know the answer!” says John. “But if for some reason I don’t, I lean on the manufacturers. If I don’t know it, I’ll find it and call them back. That’s kind of our motto around here. We like to have that connection so we can make sure customers get their problems resolved.”

What’s the best part of your job?

When a customer calls in with a problem that is preventing them from getting their work done, it’s always a good feeling to get them back up and running,” says John. “Customers are always happy that they bought from us because they know they can rely on us for the long term. We don’t just sell it to them and then that’s it – they know they will always be our customer and we will try to help them.”

Why do customers choose to buy from APE?

“Many times, customers buy from us because of the service aspect,” says John. “At first, they are sometimes worried that because we’re not local, we might not be as readily available to provide support as the guy down the street selling the same thing. But then they quickly realize that we’re just a phone call away – and more often than not, the local guy isn’t as available as we are.”

What has been your toughest technical service challenge?

“Several years ago, we had a new customer purchase a robotic system from us. Though he had been a surveyor for many years, he had not jumped into any type of new technology. He came to Atlanta for two days of training, but so many of the new surveying concepts were new to him that I wasn’t 100% confident with his ability to use the equipment. After about six months of phone calls, he became very proficient with his new equipment and was pleased he decided to purchase from Allen Precision since we continued to help him.”

Where are you when you’re not at work?

“I’m spending time with my family. I have two boys, and I like to play golf and tennis.”

What is something most people probably don’t know about you?

“I was a competitive swimmer from the time I was eight through college. It was the only sport I competed in while growing up, and I was swimming year-round by age 11.”

Have a question for John? Click on the chat box below to connect with him or one of our other knowledgeable tech support associates who are standing by ready to help. Or call us at 1-888-368-5461.