Sometimes in life knowing what you don’t want to do can be just as important in shaping a career as having a clear vision for what path you might want to follow. Take, for example, Daniel Cornell, service manager for Coastline Cooling, a Florida-based company that services refrigeration, ice machines and other cold-side commercial foodservice equipment. Early on Cornell realized “sitting behind a desk was never my thing,” he recalls.

FE&S: How have the industry’s supply chain issues impacted your company and its ability to service its customers?

DC: For parts, it has not been too terrible. There were times when we could not provide timely repairs because parts were on backorder. We did have one instance with a quick-service restaurant customer where a pretty simple part was on backorder for more than six months. That was the worst-case scenario. We have another customer who needs to replace a glass door on their refrigerator and that’s about a 30-day lead time at the moment.

FE&S: How do customers react when you tell them it will take longer to get the part and the equipment back up and running?

DC: Generally, they are understanding because they are facing their own supply chain challenges. Occasionally, they get a little frustrated, but most understand we are doing the best we can to keep their equipment operational.

FE&S: Are customers holding on to equipment longer than they might normally because of the industry’s supply chain challenges?

DC: That is definitely something that’s been going on. If they are told they can’t get their new unit for six months, they can’t wait that long. So, they will make repairs they might not normally make because that’s their only option.

FE&S: What’s the most important lesson you’ve learned over your career?

DC: Read and follow the instructions the manufacturers give you in the form of manuals, service bulletins and so forth. Never assume you know what you are doing. There are reasons for the changes they make. And, in general, you have to care about the work you are doing for your customers. It’s better to take the extra time when you are visiting them rather than rush through the call and have to come back. 

FE&S: What keeps you engaged?

DC: I’ve always been very mechanically inclined and the more I do it the more I enjoy being able to deliver a quality repair. When you show up and they are having a bad day because their equipment is down, the smile you put on their face can help relieve some of their stress. It’s really a joy to go out to work on equipment and make people happy. I try to have fun and always tell people if you can have fun doing this you will never work a day in your life.