Experience and competency key to ongoing Tec Line partnership with Middleby UK

Part of the world leading Middlby Corporation, Middleby UK is a distributor of renowned catering equipment brands including Pitco, TurboChef, Josper, Nieco and Houno, to name just a few. Known for innovation, customer service and aftersales support, Middleby UK appliances can be found in commercial kitchens up and down the country.

Heading up the technical service team, Paul Chapple, Manager Technical & Sales Support at Middleby UK understands the importance of aftersales service and support, explaining:

“As a business, we’re proud to supply some of the most innovative kitchen equipment from many of the world’s leading brands. Supporting chefs and operators in thousands of kitchens, front-of-house and retail sites around the country, we truly understand the need for quality aftersales service and support. While our equipment is known for being of high quality and built to withstand the demands of a professional environment, inevitably, there are times when issues occur. Our technical team, along with our trusted partners are on hand for these occasions, aiming ultimately to minimise downtime of crucial appliances.”

One of these trusted partners is Tec Line – a specialist service and support provider backed by more than 30 years of industry experience. Paul and his team are proud to have worked with Tec Line for more than a decade. He goes on to say:

“Tec Line has been supporting Middleby UK for more than 10 years now. Specialising in both in and out-of-warranty repair across a host of our brands including Nieco, Houno, Firex and Beech, Tec Line is often our go-to service provider for water and electrical-based callouts. Operating across the UK, Tec Line’s engineers attend warranty and repair callouts for independent, group and chain accounts.”

When it comes to service, Paul expects service partners to deliver one of Middleby UK’s values – excellence, especially when working directly with end-user operators. Paul highlights this as being one of Tec Line’s strengths, adding:

“Our business is built around the excellent service and support we provide our customers, and we expect our partners to share the same values. One of the reasons our partnership with Tec Line has lasted so long is the high level of competency demonstrated by the engineers and how they are observed working with our customers. Each job is arranged in a very efficient manner, and I am confident that site visits are conducted thoroughly. In the main, Tec Line can attend a job next day or certainly within two days, which is great and helps to keep disruption to a minimum.”

With multiple brands in the Middleby UK stable and innovation at the heart of the company, Tec Line engineers and technicians must undertake regular training, both to preserve skills and to ensure they’re up to speed with new appliances. On the training element, Paul observes:

“Tec Line is an Authorised Service Agent for Middleby UK. This status means the company’s engineers have undertaken regular training from us, demonstrating to our customers that they’re fully competent to investigate, repair and commission Middleby UK equipment. To achieve this authorisation, the Tec Line team must attend regular half-day and full-day sessions helping to refresh skills and simultaneously learn about any new innovations in our range. Not only does this give our customers peace of mind but it also helps us to drive first-time fix results which are good for Middleby UK and good for our customers too.”

For a Technical Manager like Paul, longstanding partnerships are built on more than simply the first-time fix results. Concluding, Paul explains that it is as much about the day-to-day relationship as it is about the results of a callout:

“We have a fantastic working relationship with Tec Line. Communication has always been effortless, proactive and two-way from both sides and for me, that makes a big difference. What’s more, having more than 30 years of industry experience means that Tec Line has experience working with many different brands. Given that on a global scale, Middleby tends to be a company that regularly acquires other brands, Tec Line’s knowledge and experience are invaluable for us. I would have no hesitation in recommending Tec Line as a service and maintenance provider to others in the foodservice, hospitality and retail sectors.”

For more information on Middleby UK, please visit www.middleby.co.uk or call +44 (0)1925 821280.