NEIL BROWN, HP CERTIFIED MASTER TECH
Here at TFG, our family is made up of individuals that provide so much not only to us, but to our customers as well. We want to put a spotlight on those who embody what it means to be a part of TFG and what sets us apart. Certified Master Tech, Neil Brown, is always going above and beyond on every service call. Let’s take a deeper dive into his TFG experience and how he gives customers the tools to be a pro like he is.
What Type Of Training Did You Receive?
When I knew I wanted to be a service tech, I took it upon myself to take online classes to give myself a head start. After being hired by TFG, I received a ton of hands-on training to become the product expert I am today. I also visit the Taylor and Henny Penny factories once a year for continued education to stay up to date. If I ever have a question, I can always turn to my team to trouble shoot the issue and get everything figured out.
Tell Us A Bit About Your Day To Day.
My day usually starts around 6am, sometimes earlier depending on the job. My main goal with any service call is to get whoever I’m working with back up and running so they’re not losing money. Some of my service calls are quick fixes, only taking an hour or two, but that time can double depending on the call. If something comes up on my end like a specific replacement part being hard to come by, I’ll do whatever I can to help remedy the issue.
What Do You Believe Sets TFG Service Techs Apart From Your Competitors?
Everyone is knowledgeable. They put in the time to try and understand everything, whether that’s at the factory, the shop or at home. Heck, I’m still taking classes outside of work to keep my product knowledge updated. Our entire team takes the time to constantly learn more. We also have meetings every two weeks to discuss equipment that continues to have issues and how to solve them. Everything is a team effort.
How Do You Teach Customers To Use Their Equipment?
We always give them a training session. I’ll usually get a group together and teach them in a mini class of sorts on the new equipment. I try to keep classes under an hour, breaking down everything as simply as I can for everyone to understand. After class, I’ll direct them to a QR code that leads them to additional training materials and troubleshooting assistance.
Any Advice You Can Give To Operators To Maintain Their Equipment?
Keep the equipment clean! Consistently change the filter pads, especially before a lunch rush. Don’t bang baskets on it all day! Respect the equipment and it will respect you back. Neil is one of many great TFG employees whose professionalism and expert level product knowledge sets TFG apart from any other foodservice equipment distributor. Contact us today to learn more about how you can receive service that excels. When you do, ask for Neil!
