Q&A with Jared Glines, Territory Service Manager, Manitowoc Ice
Can you tell us about your Training Services for Manitowoc technicians?
Jared Glines: Our training services offer both in-person and online courses that cover installation, operation, troubleshooting and maintenance. Our goal is to ensure that anyone who interacts with our machines feels confident in their ability to manage and service them effectively. We offer three service training levels. Level 1 provides self-taught modules for sequence of operation and cleaning. In Level 2, service managers conduct training across the U.S. and Canada for 7,000+ field technicians annually, which includes a presentation, service training kit and handbooks. Level 3 is a week-long training held at our factory in Manitowoc, WI. This includes hands on experience with machines that simulate potential issues.
Ease of maintenance is crucial for your customers. How do Manitowoc Ice machines stand out in this regard?
JG: We design our ice machines with the user in mind. This means easy access to components, simplified cleaning processes and smart diagnostics. In 2004, we launched our S Model ice machine, designed for tool-free disassembly for preventative maintenance, a feature that continues in our machines to this day. Once the front panel is open, everything else comes apart by hand. Lack of maintenance is the primary cause of ice machine issues, so we wanted to make it easy to clean and sanitize.
Let’s talk about the features and benefits of your worldwide service network. What can customers expect?
JG: Our worldwide network means that we’re always close by. Whether it’s a routine service call, emergency repair or needing advice, our customers can count on prompt, professional service. We have two types of servicers; with our FAS (Factory Authorized Servicer) Network, our service technicians support FAS companies. There are currently over 800 FAS companies in the network. With DASDs (Distributor Authorized Service Dealers), we have thousands of qualified service companies authorized by our distributor network. This extensive network ensures we can meet our customers’ needs efficiently and minimize any disruption to their operations.
The importance of OEM parts cannot be overstated. How does Manitowoc Ice ensure customers have access to these?
JG: Using OEM parts is crucial for maintaining the performance and longevity of our machines. We are one of the last few ice machine manufacturers that use two-step distribution. We work with around 150 distributor branches across North America and several hundred internationally. These distributors carry most of our parts so there is no wait; machines can be repaired the same day, in most cases.
Could you elaborate on the trusted expertise and full-service coverage Manitowoc Ice offers?
JG: Our team of technicians and customer service representatives are all focused on providing the best possible experience. Our full-service coverage means we’re here for our customers at every stage — from choosing the right machine, through installation, to ongoing maintenance and support. Additionally, we do several hundred field trainings every year with thousands of attendees who can interact with experts from the factory.
