Around the Table: Expanded Customer Service for the Foodservice Equipment Industry

 

Dennis Wendt, Technical Service Manager for Antunes, knows when a customer’s foodservice equipment goes down, every moment spent waiting for a repair is money lost.

As a service manager, Wendt’s goal is to address the issue as fast as possible either through technical assistance on the phone or on that very first service visit.

Eight years ago, service companies carried an abundance of parts for all the manufacturers they represented. With a steady increase in manufacturers over the years, it became unsustainable for service companies to manage and maintain all of these parts. Now, service providers order the parts they need when they need it.

This shift led to the creation of large parts distributors—the economies of scale generated by these distributors lower purchase costs for the service providers.

Wendt said Antunes utilizes ASA’s (authorized service agents) to provide a level-1 service support for the customer to speed up repair time. If the specialist on the phone isn’t able to resolve the issue, they will have a good idea of the problem.

When they dispatch a technician for the service call, they will arrive with the potential replacement parts needed.

“The local ASAs that we utilize are CFESA-certified (Commercial Food Equipment Service) technicians,” Wendt said. “They’re sending out top-notch, trained technicians. And that goes for everyone inside the office, as well, whether it’s your warranty admin, your general manager, your service manager or your dispatchers. They all have that level expected from a CFESA-certified company.”

Be sure to subscribe to our industry publication for the latest news, videos, and podcasts in the Food & Beverage Industry.

Follow us on social media for the latest updates in B2B!

Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

AI Infrastructure
Execution at Scale: The Real Challenge of Building AI Infrastructure
July 17, 2025

AI infrastructure is evolving at breakneck speed, and the real challenge is no longer just designing next-generation data centers—it’s executing them at scale. As demand for AI-ready facilities grows, operators must adapt to immense increases in power density, new cooling technologies, and unconventional deployment locations. Power density requirements for AI workloads are pushing the…

Read More
workplace visibility
Workplace Visibility Builds Careers and Communities Through Trust, Recognition, and Shared Growth
July 17, 2025

What if the most powerful way to grow your career isn’t by perfecting your pitch, but by telling your story? In this episode of Professional Quotient: Conversations that Build Equity, host Jason Winningham welcomes Hunter Lopatin, the Director of MarketScale, to explore the real value of visibility and voice in the workplace. The discussion…

Read More
Marketplace Inclusion
How TEKsystems Uses Marketplace Inclusion to Drive Equitable AI Adoption
July 16, 2025

As organizations race to integrate AI into every corner of business, an equally urgent conversation is emerging: How do we ensure this adoption doesn’t widen existing equity gaps? AI is both a disruptive force and an opportunity engine, as recent data shows that AI adoption among HR professionals jumped to 72 percent in 2025, up…

Read More
storytelling
The Secret to Brand Loyalty: Why Storytelling Is the Best Way to Be Heard in a Crowded Market
July 16, 2025

In today’s fast-evolving digital marketplace, attention is scarce, and trust even more so. In an era of remote work, AI-driven marketing, and constant digital noise, storytelling has emerged as one of the most powerful tools to cut through the clutter. In fact, research shows that people who used storytelling techniques to remember information recalled seven…

Read More