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

DisruptED in Advanced Manufacturing: The Bridgestone Story with Will Robbins Pt. 1
February 14, 2025

The automotive world is seeing some unprecedented change, and the tire industry is no exception. As electric vehicles (EVs) grow in popularity, sustainability is a major concern. With new mobility trends emerging, companies like Bridgestone are at the forefront of innovation. Additionally, with the popularity of vehicles on the road being fitted with Bridgestone or…

Read More
advanced manufacturing
Female Leaders in the DisruptED World of Advanced Manufacturing with Rachel Potee
February 14, 2025

The manufacturing industry is undergoing rapid transformation, with automation, AI, and cutting-edge technology redefining how products are made and distributed. Despite these advancements, one challenge remains: gender diversity. Women still hold a disproportionately low number of leadership positions in manufacturing, making stories of female leaders all the more essential. In fact, according to a…

Read More
Co-Sell Connection 2025
Verizon Partner Network Co-Sell Connection 2025 Kick Off
February 13, 2025

The Co-Sell Connection 2025 webinar kicked off with a warm welcome from the host, Cesar Turan. The series aims to spotlight Verizon products and solutions and provide insights from top thought leaders to help navigate the evolving business landscape. Key Speakers and Topics In this session, Verizon’s partner leadership team, including Martina the Channel…

Read More
Financial Advisor
The Must-Have Financial Advisor Tech for 2025
February 13, 2025

The financial advisory industry is undergoing rapid technological change, with AI-driven tools, alternative investments, and social-driven platforms reshaping the landscape. With rapid advancements in fintech, advisors are under increasing pressure to integrate cutting-edge technology into their practice. But with so many options, which tools are truly game-changing, and which are overhyped? A critical resource…

Read More