The new year is nearly here, and for New Jersey’s Malachy Parts & Service that means a renewed focus on taking care of technicians and their families, plus working to stay ahead of the competition on training and tech.

Find out why CEO Rich Malachy calls 2021 “a year for the books,” and how he’ll keep the momentum in 2022. Also joining us is Smart Care’s Matt Homberger with the story of a brand-new grab-and-go merchandiser that couldn’t keep its cool. Plus, hear 2022 wish lists from staff at Refrigerated Specialist Inc., Gary’s East Coast Service and EMR.

Gary Schermann, president of General Parts Group, walks Service Calls through his company’s approach to technician training. Continuing education is “critical,” he says, especially now as manufacturers release new equipment technologies. Next, Dan Reese, director of training at CFESA, shares the costly training error that ruined a resort’s buffet warmers. Finally, we check in with technicians from EMR, Goodwin Tucker Group and Vanco on how to reset customers’ expectations as we emerge from the pandemic.

In the spirit of Halloween, Jason Quinones, regional supervisor at Clark Service Group, talks about the time he answered a service call at a Pennsylvania nursing home. To his surprise, employees pointed to a ghost as the reason for an oven’s faulty pilot light. But first, Clint Wilson, technician support supervisor with Smart Care Equipment Solutions, brings service technicians up to speed on winterizing an outdoor kitchen. And technicians from Gary’s East Coast Service, Duffy’s AIS, EMR and Hawkins Commercial Appliance Service share possible solutions to industry issues.

From touch-screens to Wi-Fi capabilities, foodservice equipment continues to evolve. Paul Pumputis, service manager at Duffy's AIS, gives a couple tips for techs when it comes to keeping up with smart equipment. Next up, Scott Hester, president of RSI, recalls a service visit involving a neglected margarita machine at a Mexican family-dining restaurant. Then techs from Gary's East Coast Service, General Parts and EMR give advice on keeping a service truck in top condition.

EMR Technician Craig Anderson shares what he knows about cleaning soda and beer lines, the challenges of running bundle tubing, and what’s really going on in those touch-screen soda fountains. Then John Schwindt of Hawkins Commercial Appliance Service explains what happens when unqualified installers hook the fryer oil supply to a nearby gas manifold by accident. (Hint: Things get messy.) CFESA’s annual conference is coming up, and pros from Gary’s East Coast Service, Elmer Schultz Services, Pine Tree Food Equipment and CFESA itself share what they’re looking forward to the most.

With the Restaurant Revitalization Fund in full swing, more restaurants are coming back online following pandemic-related shutdowns. Elmer Schultz Services Owner and President Kirby Mallon, based in Philadelphia, shares advice on powering up equipment that sat dormant. Mallon, who also serves as CFESA president, adds a few thoughts on bringing more techs into the service field. Chris Evans, service manager for Gary’s East Coast Service, delivers a story on how cold hand-washing water helped pinpoint dishmachine issues on a service call. And techs from Commercial Kitchen Parts & Service, Smart Care Equipment Solutions and EMR offer ways to deal with stressed out operators during these pandemic times.

Eric Luna, field service supervisor at Commercial Kitchen Parts & Service, answers questions from the community about dishmachines. Hear what he has to say about dealing with what some call biohazards, along with temperature readings, low voltage shorts, safety circuits and more. Next, Paul Pumputis, service manager at Duffy's AIS, talks about how a low-pressure reading led to a high-pressure situation. And technicians with Gary's East Coast Service, Heritage Service Group and EMR help you ready kitchens for the summer months.  

In this episode, Service Calls checks in with Duffy’s AIS CEO Wayne Stoutner for advice on how techs in the field can overcome COVID fatigue, and how to best prepare to bring equipment online—whether it sat as a result of pandemic-imposed closures or is a new installation. Next, Gary Petitti, president of Gary’s East Coast Service, solves an issue with a dishmachine pump that runs backward. And techs with EMR, Smart Care Equipment Solutions and Malachy Parts & Service point to the silver lining of the pandemic for the service industry.