The Supplier of the Year for Service & Support acknowledges that selling a piece of equipment is only the first part of a supplier’s relationship with its customers, which is why so many operator businesses value the support offered to them by brands so much.
This distinction will go to the supplier judged to provide stand-out support for their product in terms of areas such as warranty provision, after-sales service, spare parts and customer assistance.
We are delighted to announce that the 2023 shortlist includes the following companies:
Fagor Professional
Since formally creating a UK subsidiary with full autonomy for local management, Fagor has worked hard to develop its brand position in the UK and ensure the right product mix for customers. The Spanish catering equipment brand has cemented key spare parts relationships, established its warranty programme and made a significant investment in stockholding, with dealer partners supported to ensure they have access to the equipment and services they need to satisfy their own end-clients. As a result, the firm has made strong relationships with project-driven kitchen houses that have specified cooking equipment, refrigeration and warewashing for a range of operators. Having joined AutoQuotes, hired its first apprentices and expanded its sales team, the brand has a solid structure in the UK. It has also set up a demo kitchen around the corner from its headquarters in Ebbsfleet, providing a dedicated site to showcase its equipment and provide training.
Lincat
Lincat has had an incredible first year with CiBO+, with the company receiving an overwhelming response for this high-speed oven. With three awards already under its belt, the global sales for this high speed oven outnumber any other product launched by Lincat in its entire 50-year history. In response to the increased levels of demand, the manufacturer has doubled the size of its production facilities, produced a library of training facilities and more recently introduced CiBO Champions, an initiative to support distributors in providing excellent service to end-users. With these partners invited to give input on future product development, operators will reap the benefits of any new adaptations. Other developments at the foodservice equipment manufacturer include investment in the introduction of a dedicated CiBO+ brand manager, doubling the size of production facilities, and further investment in new production equipment.
Maidaid Halcyon
Maidaid always strives to enhance the experience and service customers get when buying equipment from the company, and this past year has been no different. During this period, Maidaid increased its stock availability across its entire range and has also secured an external storage solution which it utilises for overflow stock. Maidaid has also entered into a partnership with commercial catering equipment logistic specialists, Keith Elkington, with the aim of further supporting the firm’s network of distributors. The partnership is also allowing the company to offer a more tailored and personalised service for customers. The company has hosted more training sessions than ever before in recent months, with the free-of-charge technical training course now being held up to three times a month. Supporting engineers will in turn result in less down time for operators. Maidaid has also created a library of operator training videos to support end-users.
Unox
Unox places a significant focus on service and support for customers, investing in people, technology and infrastructure to deliver high standards. Having launched its multi-million-pound UK Experience Centre in 2022, Unox UK had the facility built with 2030 carbon net-zero goal in mind, using the latest materials and technologies. Home to the Unox UK service team, the new UK Experience Centre is fitted with the very latest connected technology. Growing from three people at the start of the year to nine people by the start of the second half, the service team’s additional roles are split across service, seeing the team structured in a way that includes a regional service team leader – four in the service experience team, one service laboratory technician and three field-based service technicians. The firm’s UK Service Academy has already trained 160 engineers so far this year – a figure that is set to top 200 by the end of 2023.
Valentine & CuisinEquip
Valentine is a company with a long history and heritage of manufacturing leading catering equipment having just passed 70 years in business. The team at Valentine and CuisinEquip UK have developed aftersales support, from market-leading warranties which include a return to base fix if required, to detailed menu development and bespoke product training opportunities for customers. This has been taken to the next level in recent months, with the company undertaking a full refurbishment project at its Reading head office and opening a brand-new northern development kitchen. Located at FSW Gas in Ashton-Under-Lyme, the facility opened in the summer of 2023. The refurbishment of the company’s head office includes the creation of a dedicated board room and fully connected meeting space. The existing development kitchen has simultaneously had a makeover, providing more space and greater flexibility to host bespoke culinary development sessions.
Winterhalter
Winterhalter has increased focus on its Total Care service scheme, which is designed to take warewasher service to the next level. Created to be proactive rather than reactive, it not only ensures the machine is working at optimum efficiency and delivers the longest service life, but provides staff with knowledge of how best to operate and look after it. Winterhalter’s connectivity platform, Connected Wash, monitors the machines so that any problems can be sorted quickly – often before the operator is even aware there is an issue. By keeping the machine operating, Total Care eliminates these hidden costs. The service also proactively advises operators on how to get the most out of their warewasher. The firm’s engineers not only service equipment, but also highlight things that could go wrong in the near future. Human error remains the biggest single factor in equipment breakdown but Winterhalter aims to fix this through Total Care.
The 2023 FEJ Awards ceremony and gala dinner takes place on Wednesday 27 September at the Pan Pacific London.
TO SECURE TICKETS TO THE EVENT PLEASE CLICK HERE.
TO VIEW THE FINALISTS OF THE OTHER SUPPLIER CATEGORIES CLICK HERE.
