Commissary kitchens are high-volume operations that typically distribute food to multiple outlets from restaurants in a chain to concession stands in a stadium. While they have many of the same equipment types as standard restaurants — ovens, walk-ins, kettles — the stakes of equipment service and maintenance can be much higher.

“They’re putting out so much food at one time. If they have a bread oven go down, it does become an emergency to them. They need it up and going,” says Aaron Thompson, director of training for Commercial Parts & Service, an Ohio-based CFESA-certified service agency. “They’re trying to supply multiple restaurants throughout an area. If they have one less oven, they’re not going to get bread out to where they need it to go.”

The biggest problem facing commissary kitchens, says Thompson, is simple misuse of equipment. The kitchens are under pressure to put out food fast, so staffers end up slamming doors or letting lids bang shut just to shave a second or two off a task, he says. This causes avoidable problems like broken hinges and cracked or loose gaskets, leading to service calls.

Similarly, service calls at commissary kitchens can occur because staff does not properly clean the equipment. Once again time crunches can make these types of service calls more common. While restaurants typically close late at night and then get serviced by a cleaning crew, many commissaries operate 24/7, or close to it, says Thompson. This schedule makes it harder to find time to perform thorough cleaning.

The way to avoid these calls is obvious. Commissary managers should train and monitor their staff on the proper use of the equipment and make cleaning a priority. If the time pressure on a commissary makes that impractical, service calls for such issues are just part of doing business.

No matter how well an operation treats its equipment, though, breakdowns that lead to emergency repairs will happen. Thompson has suggestions to help these go smoothly. Cool down the hot side equipment and create a space for the technician to work before the scheduled repair time.

Communicating the exact problem with equipment in a commissary is also key. When a commissary manager places a service call, says Thompson, it’s best if the staff operating the equipment are present to explain exactly how the unit is malfunctioning. Staff can also answer questions during the service call itself or even make a quick video demonstrating the problem.

Operators should consider asking the service agent about getting a technician with experience in commissaries, and the specific piece of malfunctioning equipment in particular. Commissaries are less common than restaurants and schools, so fewer techs have experience working on their large, heavy-duty equipment, Thompson says.

Such techs are not always available, especially in emergency situations. In these cases, having a partnership with a reputable, service agency is important. Techs at these firms should have the skills to repair the down unit. And if they encounter a problem, they should have contacts within their company and at the manufacturer to find a solution.

Commissaries can be high-pressure, high-stakes environments. By taking care of equipment and working closely with qualified service agencies, commissary operators can minimize the disruptions that impact dozens of operations.