Foodservice Equipment & Supplies

OCT 2017

Foodservice Equipment & Supplies magazines is an industry resource connecting foodservice operators, equipment and supplies manufacturers and dealers, and facility design consultants.

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a pro you should know information. Then, those call center employees pass the information they've collected to our dispatchers that each handle a group of technicians in their prospective regions. FE&S: How else have you leveraged technology? GC: All of our 80 service vans and box trucks are now equipped with GPS technology so we're able to map routes and keep tabs on our technicians' locations. Along with 50 service techs on the road, we have approximately 8 techni- cians performing proactive maintenance full time, all with tablets for entering service orders, and 18 doing installations. We've been growing in each of these areas. Working with chain restaurants, a lot of our latest challenges have been dealing with third-party service software. The third- party software systems have become so prevalent in the industry that I have dedicated a member of our team to primarily man- age those systems. The chains like to use this software to track service calls, so it creates a little more work for the service agent as far as in-house administration, but it does help the chains track what's happening on a regional basis. One thing we have noticed as a result is that more chains are looking to work with a few different regional service companies throughout the country rather than with just one national player. In the past, the chains may have wanted to work with just one national company because they thought they would get a quicker response and avoid juggling 35 companies across the states, but what they found is that their service request would get caught in the larger bureaucracy and they couldn't get service fast enough. FE&S: How has the increase in technology in equipment impacted your business? GC: There is a lot more technology in the equipment, but I think sometimes it's moving faster than some end users can handle. Putting combi ovens in a school cafeteria can be chal- lenging for their personnel who might not understand how to use the equipment. It's definitely more challenging for older service technicians, but younger technicians are more familiar with smartphones and touchscreens so they understand the technology. FE&S: How do you draw that younger generation to our industry? GC: Just two weeks ago, we had our first Instant Interview event where we conducted interviews on the spot at our three office locations. We had 25 people at all of our locations show up and we are now in the process of hiring five people from that event. That was very successful. It's a constant struggle, but if we can find people who have mechanical aptitude and the right attitude, we can train them to be a service technician. We Keep You Cooking! [ in -ter-uh m kich-uh n], noun Innovative solution that mirrors existing production facilities with state-of-the-art equipment, functionality and design. For planned or unplanned situations, our licensed team helps you maintain business continuity with mobile and modular solutions. Watch a case study on our website or contact us at (888) 212-8011. Defining the INTERIM Kitchen www.KitchensToGo.com Code-compliant Lease or purchase Scalable solutions

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