No one enjoys an emergency service call. Beyond the expense, foodservice operators do not like having their kitchens disrupted, especially during the operating hours. Field techs feel the same way. Servicing equipment is a harder, dirtier job as line cooks flip burgers two feet away.
While emergency calls can’t be eliminated, there are some steps operators can take to help them go more quickly and smoothly for everyone involved.
Step one takes place when making the initial service call. Saying the unit is broken isn’t enough. Operators should be ready to provide their service company with the equipment manufacturer, model and serial number, along with a description of the problem.
“This allows us to be prepared for any service that needs to be done to the unit. If we have the parts on hand we can bring those parts,” says Ryan Molloy, field service manager for Connecticut-based Gary’s East Coast Service.
Similarly, communication within the restaurant is also key, Molloy says. On several occasions, he’s arrived for an emergency service call only to find the staffers and shift manager don’t know about the issue. The manager placing the service call, then, needs to communicate the problem to the team that’s on duty during the service window. This communication can help speed up repairs and avoid confusion in the kitchen.
If everyone knows what the problem is and has a good idea of how to fix it, operators should then take the time to prep the space for a repair. This means cleaning the unit as thoroughly as possible, as well as cleaning the surrounding area of grease, water and debris. If these are not cleaned, the service tech will have to essentially do a planned maintenance cleaning before the repair can even start.
“There have been some cases where there's grease built up and in the grease tray that needs to come out. We need to effectively clean that area in order to properly find wires. That adds to the labor cost of the service call itself,” Molloy says.
Similarly, if a piece of hot side equipment is malfunctioning, the operator should turn it off well before the service call. This lets the unit cool so the tech can perform the repair, states Molloy. A clean, cooled unit can help speed along emergency service calls.
In some cases, though, the malfunctioning equipment is in the production kitchen and needs to be repaired during operating hours.
With some smaller pieces of equipment, like atoaster, the service agent can the item off the line for repair in another part of the operation, Molloy says. In other instances, like grills andfryers, the service agent won’t be able to move the equipment. In these situations, the line cooks and service techs should be mentally prepared to work around one another. Service agents may ask the line cooks to move or adjust what they’re doing, while line cooks may make the same request of the field technician.
“It's really just communication. If [a cook] needs to get in a drawer that I'm right in front of it, he should tell me. If I can safely put the unit down for a second or take up the wires for a second, I'll do that,” states Molloy.
These tips – communication, cleanliness, cool down – can’t eliminate service calls. They can, however, make emergency repairs go more quickly, with much less frustration for everyone involved.
