Service Calls

The new year is nearly here, and for New Jersey's Malachy Parts & Service that means a renewed focus on taking care of technicians and their families, plus working to stay ahead of the competition on training and tech. Find out why CEO Rich Malachy calls 2021 “a year for the books,” and how he'll keep the momentum in 2022. Also joining us is Smart Care's Matt Homberger with the story of a brand-new grab-and-go merchandiser that couldn't keep its cool. Plus, hear 2022 wish lists from staff at Refrigerated Specialist Inc., Gary's East Coast Service and EMR.

Gary Schermann, president of General Parts Group, walks Service Calls through his company's approach to technician training. Continuing education is “critical,” he says, especially now as manufacturers release new equipment technologies. Next, Dan Reese, director of training at CFESA, shares the costly training error that ruined a resort's buffet warmers. Finally, we check in with technicians from EMR, Goodwin Tucker Group and Vanco on how to reset customers' expectations as we emerge from the pandemic.  

In the spirit of Halloween, Jason Quinones, regional supervisor at Clark Service Group, talks about the time he answered a service call at a Pennsylvania nursing home. To his surprise, employees pointed to a ghost as the reason for an oven's faulty pilot light. But first, Clint Wilson, technician support supervisor with Smart Care Equipment Solutions, brings service technicians up to speed on winterizing an outdoor kitchen. And technicians from Gary's East Coast Service, Duffy's AIS, EMR and Hawkins Commercial Appliance Service share possible solutions to industry issues.

With Hurricane Ida making headlines earlier this month, Service Calls checks in with Chris Evans, service manager at Gary's East Coast Service, on how service technicians can best prepare for a disaster, whether it's a flood, ice storm or even something man-made, like a fire. Then Dan Dibeler, president of K&D Factory Service, tells the story of how a dish area employee helped solve an ongoing issue with a restaurant's combi oven. And Smart Care Equipment Solutions, EMR and Duffy's AIS technicians share what technology piece they can't do without on a service call.   

From touch-screens to Wi-Fi capabilities, foodservice equipment continues to evolve. Paul Pumputis, service manager at Duffy's AIS, gives a couple tips for techs when it comes to keeping up with smart equipment. Next up, Scott Hester, president of RSI, recalls a service visit involving a neglected margarita machine at a Mexican family-dining restaurant. Then techs from Gary's East Coast Service, General Parts and EMR give advice on keeping a service truck in top condition.

EMR Technician Craig Anderson shares what he knows about cleaning soda and beer lines, the challenges of running bundle tubing, and what's really going on in those touch-screen soda fountains. Then John Schwindt of Hawkins Commercial Appliance Service explains what happens when unqualified installers hook the fryer oil supply to a nearby gas manifold by accident. (Hint: Things get messy.) CFESA's annual conference is coming up, and pros from Gary's East Coast Service, Elmer Schultz Services, Pine Tree Food Equipment and CFESA itself share what they're looking forward to the most.

In this episode, Garrett Warren, manager of technical staffing, training and development for Joe Warren & Sons Co., walks through how to best service outdoor foodservice kitchens. Hear his tips on installation, planned maintenance, safety—and how to handle a mouse nest. Then David Duckworth, director of corporate operations at Commercial Kitchen Parts and Service, shares a case involving an operator who hooked up a millivolt fryer with an electrical cord and fried it. And Duffy's-AIS, Gary's East Coast Service and EMR technicians say what's their favorite part about being a service technician.  

With the Restaurant Revitalization Fund in full swing, more restaurants are coming back online following pandemic-related shutdowns. Elmer Schultz Services Owner and President Kirby Mallon, based in Philadelphia, shares advice on powering up equipment that sat dormant. Mallon, who also serves as CFESA president, adds a few thoughts on bringing more techs into the service field. Chris Evans, service manager for Gary’s East Coast Service, delivers a story on how cold hand-washing water helped pinpoint dishmachine issues on a service call. And techs from Commercial Kitchen Parts & Service, Smart Care Equipment Solutions and EMR offer ways to deal with stressed out operators during these pandemic times.

Eric Luna, field service supervisor at Commercial Kitchen Parts & Service, answers questions from the community about dishmachines. Hear what he has to say about dealing with what some call biohazards, along with temperature readings, low voltage shorts, safety circuits and more. Next, Paul Pumputis, service manager at Duffy's AIS, talks about how a low-pressure reading led to a high-pressure situation. And technicians with Gary's East Coast Service, Heritage Service Group and EMR help you ready kitchens for the summer months.  

To celebrate Women’s History Month, Service Calls takes the opportunity to speak with three female leaders who help propel the equipment service industry forward, and inspire those who follow. The panel discussion features Caroline Kauffman-Kirschnick, president of EMR; Jennifer Linton, vice president of Choquette CKS; and Katie Green, service department manager, Refrigerated Specialist, and CFESA board member. Plus, technicians from Refrigerated Specialist, Dan Cone Group, Elmer Schultz Services and General Parts answer the question: What are one or two surprising things you always keep in your tool bag?  

In this episode, Service Calls checks in with Duffy’s AIS CEO Wayne Stoutner for advice on how techs in the field can overcome COVID fatigue, and how to best prepare to bring equipment online—whether it sat as a result of pandemic-imposed closures or is a new installation. Next, Gary Petitti, president of Gary’s East Coast Service, solves an issue with a dishmachine pump that runs backward. And techs with EMR, Smart Care Equipment Solutions and Malachy Parts & Service point to the silver lining of the pandemic for the service industry.

From time to time, Service Calls brings on an expert to answer questions posted by the Techtown community. This time, it’s Smart Care Equipment Solutions’ Technician Support Supervisor Clint Wilson answering questions about hot-side equipment. Learn about easy mistakes tech make with hot-side equipment, plus troubleshooting problems related to control circuit fuses, outdated software, combi ovens and more. Plus folks from Refrigerated Specialist, Duffy’s AIS, EMR, and more reveal their favorite piece of kitchen equipment and why.    Want to be a part of the next podcast? Give us a call at (312) 788-7618 and leave a message. You can also email servicecalls@fermag.com Listen and subscribe to Service Calls wherever you get your podcasts: iTunes – Stitcher – Google Play – Spotify Service Calls is a podcast for foodservice equipment service technicians—the techs on the truck—brought to you by Techtown in partnership with Foodservice Equipment Reports. Listen as you drive between service calls to hear timely need-to-know updates about foodservice equipment, practical tips to help jobs go smoothly, real-life tales from techs in the field and more.

John Schwindt of Hawkins Commercial Appliance Service shares what challenges, changes and hope he sees in the year ahead. Dan Cone of Dan Cone Group explains how the service company helped a relief organization feed thousands of people affected by a natural disaster. And service technicians with General Parts, Clark Service Group and EMR reveal what’s on their wish list in 2021.

Many service technicians have switched from in-person to remote training as a result of the pandemic. But remote training can have its challenges, including limited hands-on experiences and a lack of face-to-face interactions. Dan Reese, director of training for CFESA, arms techs with the tools they need to succeed in remote training. Rich Bunt of Clark Service Group shares how a little communication goes a long what when it comes to bringing a combi oven back online, and EMR, Hagar Restaurant Service and Joe Warren & Sons Co. dish on how they encourage up-and-coming technicians in the field.

Refrigerated Specialist’s President Scott Hester answers questions about cold-side equipment from the Techtown community. Learn how blast chillers work, how to properly service R290 refrigerant and what to do if you see dry ice in a walk-in. Up next, techs from General Parts and Service, Gary's East Coast Service and Hawkins Commercial Appliance Service talk about the craziest, funniest issue they’ve seen in a kitchen that’s prompted an operator to make a service call. You don’t want to miss it!  

It’s even more crucial to deliver a first-time fix during the pandemic. It helps minimize calls to a foodservice facility and keeps costs down for the operator. But it’s not always easy. EMR Parts and Distribution Manager Bill Boling lists how techs can best set themselves up for a first-time fix. Garrett Warren of Joe Warren & Sons finds an operator who takes cabinet cleaning to a new level. And techs from Clark Service Group, Duffy’s AIS, Pine Tree Food Equipment and American Kitchen Machinery & Repair share what they like most about virtual training versus in-person training.

Looking for a place to get answers, and chat with other service technicians? Scott Carmichael of Techtown explains the online community, and how it can help technicians do their jobs well. Unlike other websites, the platform is 100% dedicated to serving the foodservice equipment service field. Bob Colin of Heritage Service Group talks about how one inch throws off a flight-type dishmachine installation. Technicians with Joe Warren & Sons, General Parts and EMR give shoutouts to those doing great work.   

Don’t use the word “warranty” until you know the service work will fall under it, says Dan Dibeler, president of K&D Factory Service and Pine Tree Food Equipment. Hear other top tips from Dibeler on how to best handle warranty-related service calls in this episode. Next up, Joe Pierce, CEO of Pierce Parts and Service, talks about an operator who cranks up the temperature of a reach-in just before the shutdown. Service techs from RSI Inc., EMR and General Parts list their No. 1 rule when it comes to phoning or texting customers.  

It’s a new world for service techs, and the COVID-19 pandemic is still very real. In this episode of Service Calls, Kirby Mallon, owner and president of Elmer Schultz Services, shares what he sees as the top challenges for techs in the field right now, and how they can overcome them. Pat Finley, lead master certified technician at General Parts, discovers a bakery’s mistake has turned dough batter into charcoal inside its dishmachine. Then techs from Gary’s East Coast Service, Choquette CKS, Duffy’s AIS and EMR explain how they’ve used some recent downtime to propel their career forward.

In this episode, Choquette CKS Vice President Jennifer Linton talks about supporting techs, even during these strange times. She also offers advice on how techs can get the most out of mentoring. Next, Tammy Blon of American Kitchen Machinery and Repair recalls a story of an operator who tried to take shortcuts with a self-cleaning combi oven. Then techs from Clark Service Group, Joe Warren and Sons Co., and EMR share tips on maintaining a social distance in the field.

The Service Calls team chats with Wayne Stoutner, CEO of Duffy’s AIS, to find out how the seven-shop operation, based in New York, meets today’s challenges of COVID-19. Stoutner also looks ahead to how the pandemic could reshape the foodservice equipment maintenance and repair industry. Plus, service techs from Clark Service Group, EMR and RSI list best practices to follow in the field right now.

Good customer care can go a long way. Katie Green with Refrigerated Specialist Inc. shares her advice on how service techs can up their game when it comes to customer service. Step 1: Check-in with operators when you arrive on-site. Next up, Daniel Owens of SAM Service solves a case involving a walk-in’s evaporator liquid line frosting up. And techs from EMR, Clark Service Group and Smart Care Equipment Solutions talk about ways to streamline service calls.  

JR Weber, director of sales at General Parts, gives his top tips on working with clients to set up effective planned maintenance programs. Greg Smith, training and safety manager for EMR, finds an operator has unsuccessfully altered a slicer to match the electrical. And techs from Clark Service Group, Gary’s East Coast Service, Smart Care Equipment Solutions and CFESA reveal their best customer service advice.  

In this episode, Electrolux Professional’s Giacomo Paccione walks service techs through how to care for the recently released SkyLine Cook&Chill. Chris Brown of Pine Tree Food Equipment follows with a service story about a surprising issue with a steakhouse’s griddle. Plus, techs with Clark Service Group, EMR, Malachy Parts & Service and Smart Care Equipment Solutions offer their best safe-driving tips.

Service Calls sits down with Erik Koenig, vice president of strategic marketing at Heritage Foodservice Group, to chat about the company’s joining of forces with Parts Town—and what changes service techs can expect. Next, Garrett Warren of Joe Warren & Sons tells the story of a leak that tipped off an improper ice machine install. And service techs with Smart Care Equipment Solutions, EMR and Refrigerated Specialists share what’s on their wish list for the year ahead.

Joe Pierce, owner and CEO of Pierce Parts & Service, shares his top tips for a successful install, from what a contract should address to steps to take after the big day. Duffy’s AIS CEO Wayne Stoutner joins next to talk about a short-sighted operator who refused to invest in a conditioned makeup air system. (Yes, things turned cold.) Plus, service techs from Smart Care Equipment Solutions, Refrigerated Specialist Inc. and EMR give advice on how to balance work and home life.

Stuart Schwadron, RATIONAL USA’s manager of consultant services, talks about the latest features on combi ovens and how to service them in episode three of Service Calls. (Hint: Redesigned touchscreens come with a front membrane that techs can replace if damaged instead of the entire component.) Next, Roy Cagle, install manager for Hagar Restaurant Service, proves perseverance pays off when he answers the call of a beer cooler with a condenser leak. And Jeff Boakes, manager of technical service for Delfield/Welbilt, fields questions from service techs on R290 refrigerant.

In episode two of Service Calls, Jay Sanderson, senior technician with Gary’s East Coast Service, explains how he solved the mystery of a malfunctioning thermostat on a countertop fryer. Next, John Schwindt, general manager and vice president of Hawkins Commercial Appliance Service and president of CFESA, talks about the importance of service tech training—from starting with a solid foundation to participating in ongoing courses. In Nuts & Bolts, service techs sound off about how to professionally handle stressed operators.  

In the inaugural episode of Service Calls, a podcast by Heritage Parts in partnership with Foodservice Equipment Reports, hear how the team at University of Michigan prepares equipment that’s been sitting idle all summer to feed hungry students in the fall. Plus CFESA’s Dan Reese recounts how an eagle-eyed tech, responding to a customer’s report of smelling gas coming from a boiler-based steamer, caught and corrected a careless installer’s shortsighted move. Plus service techs reveal the surprising things they always carry on their trucks to help service calls go smoothly.