Heritage Parts: Upping the Ante on Technical Support
Foodservice equipment has become more complex, and the level of technical support needed to maintain it has increased. At Heritage Parts, we have seen a growing number of customer inquiries requiring technical support. From parts identification to error codes and service instruction, the added frequency and increased need for technical expertise has challenged us to continually update training and technical information.
To meet these demands, manufacturers, authorized service agents, and parts distributors have started technical support programs that provide accurate answers for maximum equipment performance — no matter who makes the repair. These programs help customers navigate equipment complexity and match them with the right parts expert quickly and seamlessly.
First, let’s define the types of technical support programs and the level of expertise provided by each:
- Level 1 support encompasses many of your basic inquiries, including parts identification, pricing, stock availability, and location of an authorized service agent.
- Level 2 requires greater technical knowledge and training to assist with intermediate troubleshooting, warranty verification, and more advanced specification interpretation.
- Level 3 consists of advanced technical support, addressed by the manufacturer technical support teams, for operational issues, recurring problems, safety issues, and warranty authorization.
In most instances, technical support calls only require Level 1 technical knowledge. Strengthened by increased manufacturer partnerships, parts distributors are uniquely positioned to provide Level 1 technical support to a large customer base. These agreements allow the manufacturer’s technical specialists to focus on more complex support issues with greater time and attention.
Parts distributors, such as Heritage, are able to provide parts expertise and support documentation. Through continuous training and a commitment to understanding the components associated with foodservice equipment, parts distributors can serve as a critical link to getting equipment back up and running. They can also quickly assess if a customer requires the added technical knowledge available from Level 2 and 3 support.
For manufacturers, a parts distributor-led Level 1 support program can provide important insights into equipment performance. By recognizing patterns in equipment inquiries and parts sales, distributors can alert manufacturers to potential larger, unknown problems.
It is only through strong manufacturer/parts distributor relationships that technical support programs succeed. As foodservice equipment continues to evolve, technical programs will increase in importance and offer a wider variety of highly specialized tasks. To learn more about Heritage Parts, visit HeritageParts.com.
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