Manitowoc KitchenCare Expands Technical Support Capabilities

Manitowoc KitchenCare has launched a new technical support phone system in North America.   Now, when Manitowoc Factory Authorized Servicers or call 1-844-724-CARE primary number or any of the toll-free technical support numbers for Manitowoc brands, calls are answered by the new system.
Behind the scenes, callers are routed quickly to the first available Manitowoc cross-trained, expert technical support professional, giving priority access to store personnel and contracted service partners who are performing warranty or other service.  Cross-training among our Manitowoc KitchenCare Cooking and Refrigerated Solutions technical support team allows Manitowoc to utilize its extended teams more efficiently, meaning faster service for our customers through improved support for our service partners.
Manitowoc KitchenCare understands that fast, high-quality, consistent response to the questions and needs of our customers and service partners is a core element of our success. The new phone system is the first-phase of a multi-year plan to expand and improve global technical support capabilities within Manitowoc.  KitchenCare will integrate the new phone system with Customer Relationship Management (CRM) software, more web-enabled self-help based, QR/QI codes, and other advanced  service management systems. Together, this will enable KitchenCare to provide more immediate information and expert support to service providers and restaurants around the world.
Callers may notice some changes to previous technical support lines, including

• Manitowoc KitchenCare identification.  All calls are answered on behalf of Manitowoc KitchenCare, reflecting our new single point of contact. Manitowoc KitchenCare supports Cleveland, Convotherm, Delfield, Frymaster, Garland, Kolpak, Lincoln, Manitowoc, Merrychef, Multiplex, along with all other brands in the extended Manitowoc Foodservice portfolio.  A new introduction explains this change to all callers. 
• FAS partner priority.  Manitowoc provides top priority to factory-authorized technicians in the field, getting them to our top technical support team members fast.  This helps our contracted, expert service partners provide the fastest, most efficient and highest value service experience to our customers in all service situations.
• New, efficient prompts for fast service.  The Manitowoc system is designed for fastest support, speeding callers to the right technical support function.  Manitowoc tracks results hourly, and makes changes "on-the-fly" when problems, challenges, confusion or delays are discovered.
• New voices and sources of help.  By cross-training our extended Manitowoc team members and routing calls more effectively, callers may interact with different members of our highly-trained, expert technical support teams for certain types of support.  This is done in to provide the fastest possible support to callers.

Early data and feedback show that the system is working as planned.  Manitowoc nearly has eliminated any wait times for FAS technicians who need help when on service calls.  Chain account customers participating in subscription technical support programs for their restaurants and operations teams also are enjoying faster response.
Manitowoc KitchenCare welcomes comments, feedback and suggestions for improvement, and inquiries about our subscription technical support programs for chain accounts.  Please send your comments by e-mail to kitchencare@manitowoc.com. 

Eichenauer Service honored with award by Manitowoc KitchenCare for excellence in foodservice repair!

Pictured above (from left to right):  Jim Johnson,

Robert Hund, Lee Eichenauer, Justin Eichenauer,

and Dean Landeche.

On May 15, 2014 Manitowoc KitchenCare ^TM held their annual Service Recognition dinner at the Hotel Intercontinental - Chicago to honor their top performing STAR Service Network partners from 2013.  Eichenauer Service Inc. was one of the honored companies receiving and award for highest level of one-call repairs, with the right parts and technician across Manitowoc's entire service network

Manitowoc KitchenCare's Factory Authorized Servicers are factory trained and performance audited, with locations in over 130 countries offering genuine OEM parts certified for heavy-duty use, that keep kitchen equipment running in the most demanding kitchens.  Manitowoc brands include the following:

Food

• Cleveland Range
• Convotherm
• Fabristeel
• Frymaster
• Garland
• Lincoln
• Merco
• Merrychef

Beverage

• Servend
• Multiplex

Ice

• Koolaire
• Manitowoc Ice

Refrigeration

• Delfield
• Kolpak
• RDI

Retail

• Kysor Panel Systems

  Call us today at 800-252-5892 to learn about the services we can provide for your Illinois locations!

Manitowoc Foodservice Breaks Ground on New Facility Project in Cleveland

Turning over the ceremonial dirt was Glen Tellock, Manitowoc’s Chairman and CEO; John Stevenson, VPGM – Manitowoc Foodservice Ovens and Advanced Cooking; Kristi Tanner, Managing Director of JobsOhio; Councilman Michael Polensek; Tracey Nichols, Director of Economic Development; Larry Benders, Director of Development; and Phil Dei Dolori, Executive Vice President of Manitowoc Foodservice.

Manitowoc Foodservice Ovens and Advanced Cooking broke ground on its new 30,000 square foot Ovens expansion project in Cleveland, Ohio - marking the official start of its plans to become the leading commercial ovens manufacturer in the world.
When the expansion project is completed later in 2013, the operation will include new quality systems, computerized work instructions, lean work flow systems, and state-of-the-art warehouse operations. The Cleveland facility will produce Cleveland Steamers, Garland® convection ovens, Convotherm® combi ovens, and Lincoln conveyor ovens, along with managing the marketing and distribution of Manitowoc's Merrychef® brand speed ovens.
In addition to the manufacturing space, the new building will include a commercial kitchen which will be used for customer support (such as menu development and training), equipment testing, and sales training.
The expanded operation will improve the service provided to foodservice customers and channel partners in the U.S. and regional markets around the world. Anticipated customer benefits include improved product availability, consolidated shipments for faster speeds and lower costs, expanded customer support, and increased reinvestment in product development.
Total investment in the project is estimated at over $8 million, with more than 100 new manufacturing jobs to be created.
"The growth and investment taking place is great news for all of us," said Glen Tellock, Chairman and CEO of Manitowoc. "I look forward to the benefits this will bring for our customers, community, and employees. By working together, we are Building Something Real - a bright future right here in Cleveland."
During the Ground Breaking Ceremony, Manitowoc Foodservice also thanked the city of Cleveland, its Department of Economic Development, Cuyahoga County, the State of Ohio, and the UAW for their partnership in making this expansion a reality. "This is a great example of government, business, and labor working together," said John Stevenson, VPGM - Ovens and Advanced Cooking. "I also want to thank our dedicated employees here in Cleveland. None of this would be possible without their dedication, support, and hard work."

Manitowoc Kitchen Equipment of the Future presentations coming to a city near you!

Coming to a city near you...

Kitchen of the Future Tours

Starting this April, our touring live hands-on cooking seminar begins across the United States at our manufacturer representative group test kitchen facilities demonstrating the latest in Manitowoc Foodservice oven technologies and state of the art easyToUCH^TM touch screen controls. Featuring live equipment such as the Convotherm Combi ovens and mini combis, Garland Induction cooking and Merrychef rapid cook dual technology ovens.
The primary objective of the Kitchen of the Future (KOF) tour is to showcase our channel partner markets with the latest technology offered by Convotherm by Cleveland, Garland Induction, Merrychef Planer Plume technology, Lincoln Impingers, Frymaster Fryers and Manitowoc Ice. Live menu demonstrations include grilled cheese sandwiches in the Convotherm mini combi; pancakes, mini burgers, steak, chicken, cheese crisps, fried eggs on the Garland induction griddle; varies sautés on the Garland induction cook top; and a variety of noodle/Asian dishes on the Garland wok. The griddle, induction cook top, and wok were conveniently all on one unit - the Garland Induction kiosk. Merrychef eikon® e2 and e6 showcased made to order, omelets, sandwiches and full meals with steak, chicken and salmon accompanied with a starch and a vegetable. Planar plume will be a key area of focus with the eikon controller features and benefits.
To participate in the next KOF event, call your local Manitowoc Foodservice Mfg Rep in the cities listed below. We look forward to meeting you!

Upcoming KOF Events

• 4/24 - Minneapolis, MN - RSVP 800.852.0447
• 4/25 - Fargo, ND - RSVP 800.852.0447
• 4/25 - Cincinnati, OH - RSVP 800.492.7400
• 5/6 - Lexington, SC - RSVP 704.663.0036
• 5/6 - Harvard, MA - RSVP 800.225.5090
• 6/10 - Ashland, VA - RSVP 301.858.5058
• 6/11 - Middleton, WI - RSVP 800.733.5238
• 6/18 - Westerville, OH - RSVP 800.492.7400
• 6/25 - Grand Rapids, MI - RSVP 800.492.7400

More events on our Calendar

Manitowoc New Restaurant Equipment

We want to talk to you at The NAFEM Show 2013 about our over 30 new products that we will be showcasing. You won't believe all we have in store for you. Here is a sneak peek at what some of the brands will have on display.

Convotherm Convotherm Combi OES 6.20 Oven with Smoker Technology - Now our combi-ovens can provide a great smoked flavor to a variety of meats and fishes, all with the cooking technology and ease you expect from a Convotherm Combi. The CONVOSmoker makes creating new menu items simple. We recommend using Bradely Bisquettes which can be found at a variety of retail outlets. View this Product

Delfield Production Centers - From idea, to design, to reality, Delfield's Production Centers can accelerate your culinary success. With years of design experience and integration, Delfield will deliver the most efficient ergonomic system. We can integrate not only Delfield cold and storage units, but also heating and holding units from Cleveland, Lincoln, Merco, Garland and Merrychef. Create your own custom production integrated system from Delfield. View this Product

Frymaster Frymaster 1814 High Production Gas Fryer - These large capacity fryers have a 63-lb (31 liter) frypot oil capacity with an 18" x 14" cooking area that can be combined in a two frypot battery or with an HD50G battery with its 50-lb (25 liter) frypot oil capacity. The ability to cook three baskets of food in an 18" x 14" cooking area allows for reductions in footprint, oil use, and energy use over standard 50-lb fryers. Two 1814 fryers can do the work of three standard fryers and two 1814 fryers combined with an HD50 fryer allows three fryers to do the work of four standard fryers. The savings adds up quickly using 11-15% less space and 12-16% less oil while using upwards of 50% less energy View this Product

Garland Island Suite - Garland Master Designer Island Suite is the ultimate in cooking and design. This is where the art of cooking can be defined and refined with a custom array of cooking equipment, including the Garland Master Series Heavy-Duty Equipment. The island suite is the ultimate in performance and style. View this Product

Kolpak ArcticFox™ - Kolpak puts operators in control of their refrigeration needs with the next generation in walk-in and refrigeration control: The ArcticFox™. The ArcticFox controller is designed for easy installation and connectivity on existing units. It features a florescence user interface that provides easy readability and programming, along with a variety of energy, money and time saving features. View this Product

Lincoln Ventless Digital Counter Top Impinger - Newly updated electric Digital CTI conveyor oven. The new Digital CTI is manufactured with state-of-the-art positive detent digital controls. The intuitive design of the new push button control panel , with a digital temperature display and four (4) pre-set menu options, provides a simple-to-operate experience. View this Product

Manitowoc Ice Modular Nugget Ice Machine - Manitowoc's RNS Series nugget ice machines offer superior technology and reliability. Manitowoc makes it easy to chewz - chewable nugget ice. View this Product

Merrychef eikon™ e5 - The eikon series are larger than ever with the new. Its larger capacity allows for high-speed service for caterers who need extra oven capacity to cook several items at the same time or regenerate large multi-portion dishes. The e5 combines two heat technologies - convection heat and microwave. The e5 is ideal for universities, restaurants, hotels and contract catering. View this Product

Multiplex® Blend-In-Cup - With an all-in-one convenient footprint, the new Multiplex Blend In Cup Workstation makes it easy to add blended beverages to your operation. So easy to use you can be up and running as a crew-serve or self-serve beverage destination in no time. Take the guesswork and the mess out of making delicious and nutritious smoothies, frappes, slush drinks, blended ice beverages, cocktails and so much more. View this Product

Servend MDH Series with icepicTM - Provides up to 20 valves with 400 lbs. of ice storage for your highest volume accounts. This coupled with the two ice dispense, and our icepicTM industry-first built-in ice crusher, the MDH series gives your customers the ultimate in ice/beverage combinations. View this Product

Manitowoc STAR service

Eichenauer Services is proud to be a Manitowoc STAR service company.

STAR (Standards Training Authorized Responsive) Certified Service & Parts, a nationwide program which provides best-in-class service and parts, is validated annually with performance audits designed to drive continuous improvements within our service network. We are committed to your satisfaction by supplying reliable, responsive, and superior service excellence and parts availability. The STAR Program's cornerstones are:

Standards

You bought the best, keep it that way! It's your assurance you will receive the ultimate standard of service from trained technicians who understand your equipment to fix it right the first time. Our network utilizes a parts distribution model employing qualified professionals to distribute original equipment manufacturer (OEM) parts in your marketplace efficiently and affordably. OEM parts are critical to return you to profitable operations efficiently while maintaining your original equipment specifications, retaining agency approvals, ensuring employee safety, and preserving the warranty and lifespan of the equipment. Your 90 day service and parts guarantee is supported by our service agencies each providing liability insurance over $1 million. These standards are verified with annual audits focusing on 50 key indicators and are enforced contractually to provide you superior service.

Training

Trained and equipped - ready and able! Nothing can replace factory certified, hands-on training. Annually we conduct over 600 training classes at 300 local training and testing facilities. Technician standards mandate training every 3 years which is validated with rigorous testing while their product knowledge is constantly updated with supplemental factory notifications and service bulletins. Training involves more than equipment repair. Our training programs include:

• Customer Service (Communications – Before, During, and After the Repair)
• Parts Management (Inventory – Warehouse and Field)
• Service Call Administration (Dispatch, Troubleshooting, and Processing)
• Equipment Installation (Infrastructure – Tools, Skills, and Resources)
• Planned Maintenance (Requirements, Safety, and Specifications)
• Operational (Product Quality, Safety, and Efficiency)

All of these programs ensure a rapid, accurate, and efficient repair driving a First Time Fix of your service call.

Authorized

There are no shortcuts to STAR Certification!  Every technician and service agency earns their STAR authorization with each Manitowoc Foodservice Operating Company. Nationwide over 4,850 techs are on the road dispatched daily from the STAR Network's 400 Authorized Service and Parts Centers. Certification in the STAR Program demands minimum performance results focused on training, first time fix ratios, and inventory parts management with annual audits to ensure compliance. Each Authorized service provider is contractually bound to meet the standards of 50 key performance measurements protecting your operations. A STAR certified agency is a virtual extension of the factory itself. Rest assured you are getting the best service each and every time a STAR technician is on the job.

Responsive

Responsive - we're on our way! STAR Service Agents know that you have a business to run and respond to your emergency needs in less than 4 hours. When you require service or parts, they make it their priority to get you up and running fast. Our trained professional service technicians respond ensuring a proficient First Time Fix repair.  Most of our 400 service centers are less than 50 miles from your facility to quickly repair your equipment with genuine OEM parts from the $500,000 of inventory in each local market. Every service agency is held accountable for maintaining necessary parts inventory; if a rare or obscure part is needed, express shipping is available. The STAR Program surpasses equipment repairs and includes expert installations, planned maintenance programs, and training services. We've got the talent, we've got the parts - we'll fix it 24/7.
The STAR Certification Program cornerstones demonstrate our commitment to your satisfaction and ensure the network is capable and prepared to provide you the best in-class service and parts.

Manitowoc Brands:

Food Preparation Equipment

• Delfield
• Fabristeel 

Primary Cooking Equipment

• Cleveland Range
• Dean
• Delfield
• Frymaster
• Garland Commercial Ranges
• Lincoln Foodservice Products. Inc.
• Merrychef USA

Refrigeration & Ice Machines

• Delfield
• Kolpak
• Kysor Panel Systems
• Manitowoc Ice
• Manitowoc Beverage Systems
• RDI Systems
• Welbilt

Serving Equipment

• Delfield
• Kysor Panel Systems
• Merco

Storage & Handling Equipment

• Delfield
• Garland Commercial Ranges

Furnishings, Decor & Custom Fabrication

• Delfield
• Garland Commercial Ranges

Retail

• Kysor Panel Systems

Beverage & Dispensing

• Multiplex
• Servend