Manitowoc has restructured its worldwide service partner arrangement in an attempt to improve the level of support it provides to users of its equipment.
The company has created a new four-tiered system that will identify what it calls ‘Star Partners’, which have undergone specific training, use original spare parts and invest in the latest tools and technology to offer Manitowoc clients the best service.
The STAR Service Programme encompasses all brands within the Manitowoc portfolio including Convotherm, Garland, Merrychef, Frymaster, Lincoln and Manitowoc Ice.
Manitowoc says there is an “obligation” on both itself and the partners signed up to the programme to continuously improve the levels of service provided to its customers.
Colin Lacey, vice president of service at Manitowoc, is heading up the initiative.
He said: “Manitowoc’s new after-market perspective to help build brand equity will help set new quality standards in the industry. We have identified the Standards, Training, Authorisation and Responsive elements that our partners need to agree to, and in doing so will ensure that those offering the best service are placed on a pedestal within the organisation.”
As a STAR Partner, companies will receive specific certification to be displayed by all engineers, have access to original spare parts, and be included within the new ‘Service Locator’ application on the Manitowoc website.
“We are acutely aware of the importance that our equipment has within a busy kitchen and therefore we are committed to ensure that our customers receive the best possible response time, the best first-time fix rates and the highest quality spare parts available,” said Lacey. “It is for those reasons that we have developed a service agreement that rewards partners that work by our principles.”
At the end of last year, Manitowoc revamped its UK spare parts operations by launching an online ordering system that offers dealers and end-users 24-hour access to spare parts.