Joanna Carter has spent her entire career at Flex-Hose Co. Inc., growing, evolving and contributing through every chapter of the company’s growth. When Carter finished college in 1998, she headed back to New York and began her career at the company in 2000 as an administrative assistant. In this role, she immersed herself in many aspects of the organization — from accounting to human resources, inside sales and operations.

Over the years, she rose steadily through the organization — serving as office manager, then vice president of administration, followed by senior vice president and, ultimately, president, where she now oversees operations, strategy and growth for the company. During that time, she’s helped Flex-Hose achieve its mission to deliver exceptional quality and craftsmanship in every aspect of its work. 

Recently, the team at PHCPPros sat down with Carter to learn more about the organization, its products and mission. 

PHCPPros: Tell us about Flex-Hose.

Carter: Flex-Hose is a domestic manufacturer of flexible metal hoses and expansion joints, founded by Dick Eggert in 1968. He started the company manufacturing pump connectors, which primarily served industrial markets and some HVAC sales. 

In 1994, two employees — Bob Walsh and Phil Argersinger — acquired the company. In 2001, Argersinger bought out Walsh and became the sole owner. 

In 2006, Flex-Hose acquired an expansion joint manufacturer in New Jersey and relocated its operations to New York. In 2019, the company moved to a larger facility in Liverpool, New York, where we are based today. 

Over the past five-plus decades, we’ve expanded our reach by building a robust global network of commercial reps, wholesalers, distributors and OEM customers across the world, utilizing 55 years plus of experience to help us get there.

PHCPPros: What are the advantages of being a domestic manufacturer?

Carter: We offer superior quality control, faster turnaround times than nondomestic manufacturers and lower shipping costs. Our communication is enhanced by shared language and cultures with both our customers and our suppliers. 

As an American manufacturer based in New York, we’re proud to strengthen the local economy and support job creation. We are registered as a recognized apprenticeship program base in the state and offer apprenticeship programs to employees for two different functions: welding and manufacturing technician. Employees receive an education while working, get paid to learn and earn a valuable credential to support themselves.

PHCPPros: Tell us about your products.

Carter: There are several lines, but I’ll highlight three key ones. The first one is our Tri-Flex Loop, which was designed and patented by our current owner, Phil Argersinger, in 1998 and added a different element to an expansion loop, which is used worldwide as a safe and reliable method of absorbing thermal growth and seismic movement. 

We also have the patented Tri-Loop, which is a hybrid product that takes both the design of a Tri-Flex Loop and a U-shaped loop and combines them for space and cost-effectiveness. Both the Tri-Flex Loop and Tri-Loop are expansion solutions designed to bridge building joints and absorb motion caused by building drift, thermal growth, contraction and seismic activity.

We also have our Pumpsaver line — the product our business was built on. Our pump connectors absorb noise and vibration, and accommodate minor offset within piping systems. Pump connectors are a key product that differentiates us from the competition since most companies import them while we manufacture them domestically. 

PHCPPros: How does Flex-Hose ensure high-quality material sourcing for its products?

Carter: Our products are Buy American Act-certified, so we do a lot of rigorous testing, have third-party quality certifications and perform multistep supplier vetting processes. Strong, trusted relationships with our material source companies are the primary factor for ensuring high-quality material sourcing. 

PHCPPros: Tell us a little bit about Flex-Hose’s certifications.

Carter: We have several. We’re UL-536-listed for flammable and combustible gases. We operate under the Technical Standards & Safety Authority and CSA B51 for the Canadian market, which specifies that all of our products have to be rated at a four-to-one safety ratio. Our welders are ASME Section IX-certified. We are NSF-ANSI-listed for low lead, and we are UL and FM-approved for the fire protection market. 

Many of these third-party listing companies come to our facility quarterly to do audits, ensuring that our standards are consistently met based on those quality guidelines.

PHCPPros: What challenges is your organization currently facing as a U.S. company competing globally?

Carter: One ongoing challenge is the intense competition from low-cost import products. Another is supply chain disruptions from domestic material sources, which impact delivery times. 

An additional challenge is the need for significant investment in technology, such as automation. As the challenge with skilled labor increases, the need for advanced technology like automation becomes more important because there is a serious lack of skilled labor in our country, especially in trade labor such as welding, which is why we started our welding apprenticeship program. 

However, with our commitment to quality, our supplier vetting process and our strong relationships with our sources, we have a better quality control process and a faster turnaround time than our competitors who import. We offset those challenges with the benefits of doing business as a domestic manufacturer: lower shipping costs and clearer communication.

PHCPPros: What resources do you provide to educate engineers and installers about your products? 

Carter: Twice a year, we offer on-site factory training sessions that attract people from all over the world. These two-day classes award attendees eight professional development hour (PDH) credits per day, totaling 16 PDH credits for the full session. We also offer two one-hour classes where you get a PDH credit for each one. 

Additionally, we offer regional on-site training sessions — both domestically and internationally — and host webinars for product group training for customers and contractors anytime as needed.

Other than the training, we have a lot of information and tools on our website. We have BIM Revit files for engineered products. We have the PDH for engineers to earn credits through training that is certified through Partners in Education (PIE). These credits are recognized in all 50 states. 

We offer two free software programs — TFL sizing software and an XJ sizer software — that allow any user to go in, put in the parameters of their piping system to help specify what products they should use, and provide CAD drawings and technical information. Installation instructions and technical information are also on our website.

PHCPPros: What type of technical support do you provide to ensure proper installation?

Carter: Proper installation is guided by our sales staff. We have a tremendous sales team backed by many years of experience, who guide our customers through the selection process with personalized support. Using our advanced sizing program, they help customers gather information to submit for jobs, offer hands-on assistance with project layouts, help specify products for a customer’s drawings, and have them stamped by engineers to certify the accuracy and reliability of the technical documents.

We also provide comprehensive job analysis services — looking at the whole scope of a project and breaking it down based on mechanical systems, plumbing systems, fire protection systems to ensure long-term reliability and cost efficiency. 

PHCPPros: What are the key features of your warranty policy?

Carter: We stand behind our quality and workmanship and that’s what our warranty covers. It covers defects and material, and workmanship anywhere from two to five years, depending on the product. No other company in our market offers that depth of warranty. 

PHCPPros: How do you handle customer feedback?

Carter: We really value all customer feedback — both positive and negative. We celebrate our successes as a team and we relentlessly work to address any shortcomings. Our unwavering goal is to achieve 100% excellence together with our employees, customers and suppliers. We wouldn’t be where we are today without all of us working together, so we’re very open to customer feedback and product improvements. 

PHCPPros: Is there anything you’d like to add? 

Carter: Since 1968, Flex-Hose has operated as a domestic manufacturer and we’re extremely proud of it. We put that on every product, wear it on shirts, our hats and, more importantly, in our hearts. We proudly wave the American flag here at Flex-Hose and always will. l 

Editor’s Note: Responses have been edited for brevity and clarity.