Heritage Food Service Group Becomes 100 Percent Genuine OEM Parts Provider
Featured Article | April 14, 2014
FORT WAYNE, Indiana - April 14, 2014 - The Heritage Foodservice Group, Inc. announced today that the company is shifting its focus to solely provide genuine original equipment manufacturer (OEM) repair and replacement parts to the commercial kitchen industry. Heritage will no longer include a mix of either direct source or generic parts in its offering to customers. While Heritage has always directly represented more OEMs than any other foodservice parts distributor, this move better positions the company to fully support its OEM partners and serve its customers.
Heritage has leveraged the combined strengths of new and existing leadership and the strong support of its financial sponsor to solidify its position as the leading provider of Genuine OEM parts to the North American foodservice industry. This effort included taking an objective look at the foundation of its OEM relationships. As a direct result, Heritage leadership determined to exclusively champion OEM partners.
"Through extensive research, we learned that Heritage was too often perceived as a provider of generic parts in direct conflict with the interests of our OEM suppliers, despite the fact that more than 94 percent of our sales were OEM," said Heritage Chief Executive Officer John T. McDonough. "We also uncovered that our customers overwhelmingly want Genuine OEM parts because of their performance, longevity, safety and warranty protection. We believe now is the right time to focus on providing 100 percent Genuine OEM parts to strengthen our product offering, our customer relationships and our commitments to our OEMs. It is our aspiration to become the OEM's partner of choice through service, rather than simply as a result of our scale."
Heritage is focused on collaborating with its partners to better serve the OEM's installed base of equipment and the owners of that equipment. The Heritage mission is to extend the OEM brand experience beyond the manufacturer's authorized service network to ensure its equipment is properly maintained and is operating at optimum performance.
Heritage offers the most extensive parts inventory in the foodservice industry, providing everything from the most popular and requested parts to the most specialized items. Heritage also has the largest and most attentive team of customer service representatives in the industry, numbering over 120 professionals, and leverages their in-depth product knowledge and superior customer service to support the widest range of equipment from over 800 distinct OEM partners.
The Heritage customer service representatives are a consistent and reliable source of parts knowledge and information with access to the most extensive library of equipment manuals and schematics in the industry, built and housed by Heritage. With this unique access to knowledgeable parts specialists and more than 43,000 different parts in stock, Heritage can ship more than 97.5 percent of in-stock parts to customers the same day they request them.
"Customers want inventory availability they can trust," said McDonough. "At Heritage, we are committed to maintaining the largest Genuine OEM inventory in the industry to enable a quick turn on requested parts. Our end users cannot afford downtime at all, let alone because they can't get the part they need. We are in the business of making sure our customers succeed."
About Heritage Foodservice Group
Founded in 1987, Heritage Food Service Group, Inc. is North America's leading provider of genuine OEM repair and replacement parts and authorized aftermarket service for commercial and institutional kitchen equipment. Headquartered in Ft Wayne, Indiana, Heritage is comprised of five business units - Heritage Parts and Heritage Service in the US; and Heritage Canada, R.G. Henderson and Key Food Equipment Services in Canada. An innovator of the foodservice parts distributor category, Heritage has experienced rapid growth since its inception. The company's continued mission is to provide the highest quality care to its customers, and to promote OEM partnerships through extension of the OEM's brand and service reach beyond existing networks. Heritage supports the widest range of OEMs and a diverse customer base consisting of, but not limited to, authorized service agents, independent service agents, multi-unit restaurants, independent restaurants, hotels, resorts, cruise ships, schools, universities, correctional institutions, hospitals, nursing care facilities and dealers. The company's 120 parts specialists provide parts identification, technical support and shipment from eight distribution centers in the United States and Canada. Heritage fields more than 100 service technicians from eleven service offices in the US and Canada. Company locations in the United States include: Atlanta; Ft. Wayne; Miami; New Orleans: Orlando; and Oklahoma City. The Canadian locations are: Toronto ON; Burnaby (Vancouver) BC; Victoria BC; Kelowna BC; Edmonton AB; Lethbridge AB; Saskatoon SK; and Regina SK.
Jamie Kenny, Public Relations Counsel