How to choose a maintenance partner for kitchen equipment?

In a professional kitchen, the question is not whether a piece of equipment will break down, but when. If a combi oven, dishwasher or cold room stops in the middle of peak time, the extent of the damage depends on how quickly and how well the fault is fixed. That is why choosing a maintenance partner is just as important a decision as choosing the equipment itself.

In short: what to expect from a maintenance partner

• Authorisations and competence – the registrations required for electrical, gas and refrigeration work, and certified technicians.
• A team that is large enough – so that help arrives quickly even when several kitchens need it at the same time.
• Spare parts and equipment – well-equipped vans, a spare parts warehouse and a workshop, so that the fault is fixed the first time.
• Experience with different equipment and manufacturers – one partner for the whole kitchen is simpler and faster.
• Responsibility for their work – a warranty on the work done and a company that will still be there years from now.

Why is choosing a maintenance partner so important?

Kitchen downtime costs more than the repair bill. If a range, oven or refrigerator is not working, dishes cannot be prepared, ingredients may spoil and staff time is wasted. A good maintenance partner is not the one who charges the lowest hourly rate, but the one who can fix the equipment quickly and for good – and who helps you avoid breakdowns altogether through preventive maintenance.

Check licences and competence

Professional kitchen equipment includes electrical, gas and refrigeration equipment, and its installation and repair are regulated activities in Estonia. Before signing a contract, make sure the service company has:

• authorisation for electrical work – registration in the Register of Economic Activities (MTR) and a competent person in charge of electrical work;
• authorisation for gas work – registration in the MTR and technicians with gas installer professional certificates, if there is gas equipment in the kitchen;
• authorisation for refrigeration work – a certificate for companies handling fluorinated greenhouse gases (F-gases) and certified refrigeration technicians; the ability to work with natural refrigerants such as R290 is also increasingly needed;
• manufacturer training and certificates – especially for more complex equipment such as combi ovens and dishwashers; an official service partner can also carry out warranty work;
• safety training – for example hot work and electrical safety training, which is required for soldering and other hot work in the kitchen.

Registrations can be checked in the public Register of Economic Activities. Work carried out without the necessary authorisations can endanger people, void the equipment warranty and cause problems with insurance and supervisory authorities.

The advantages of a large team

A small company or a single tradesperson may be very capable, but their capacity is limited. A maintenance partner with a large team gives your kitchen peace of mind:

• Faster response – when several customers need help at the same time, there are technicians available to send out.
• Help during holidays and sick leave too – the service does not depend on one person.
• Specialisation – the team includes technicians with specific skills for cooking equipment, refrigeration equipment, dishwashers and combi ovens, who share their knowledge with each other.
• Spare parts warehouse and workshop – a larger company can keep the most common spare parts in stock and repair equipment in its workshop, which shortens downtime.
• 24/7 contact – you can report a fault outside normal working hours too.

Why does an hour of work cost what it does?

Hourly rates for maintenance are often compared at face value, but with an hour of work you are actually buying much more than the technician’s time. It includes:

• A qualified technician – a specialist with the required professional certificates and long experience who finds the cause of a fault quickly.
• Tools and measuring equipment – diagnostic equipment, electrical measuring instruments, gas leak detectors and combustion analysers, refrigerant recovery and charging equipment. Professional equipment is expensive and has to be regularly calibrated and updated.
• Training – manufacturer training and continuous professional development to keep up with new models, control systems and refrigerants.
• A well-equipped van – if the technician’s van carries the right tools and the most common spare parts, the fault can often be fixed on the first visit, without a second call-out.
• Accountability – a company that takes responsibility for the quality of its work, gives a warranty on the work done and is able to put things right if something goes wrong.
• Sustainable development – kitchen technology is developing fast: smart control systems, remote monitoring, induction, new refrigerants. A service company has to invest in people and equipment to keep up.

A cheaper hourly rate does not mean a cheaper repair. If a less well-equipped technician has to come two or three times, the fault recurs or the equipment stands idle for days waiting for a spare part, the final cost is higher – not to mention the cost of downtime for the kitchen.

Preventive maintenance saves money

Most unexpected breakdowns can be prevented. Regular maintenance – checking and cleaning seals, filters, fans, condensers and gas burners, descaling and safety checks – extends equipment life, keeps energy consumption under control and reduces the risk of downtime. A good maintenance partner offers a service contract under which equipment is checked on a planned schedule and the customer gets priority if a fault occurs.

Questions to ask a maintenance partner

• What registrations and certificates do you have for electrical, gas and refrigeration work?
• Are you an official service or warranty partner of my equipment’s manufacturer?
• How large is your team of technicians and how quickly can you be on site if something breaks down?
• Can I report a fault 24/7?
• Do you maintain all the equipment in my kitchen, regardless of manufacturer and seller?
• Do you have a spare parts warehouse and a workshop?
• Do you give a warranty on the work done?
• Do you offer a service contract and what does it include?

Frequently asked questions

Does the service company have to be the same one that sold the equipment?

No. What matters is that the service company has the necessary authorisations, experience with that equipment and access to spare parts. One partner who maintains all the equipment in your kitchen regardless of the manufacturer makes organising the work easier.

How often should kitchen equipment be serviced?

That depends on the equipment and how heavily it is used. Equipment in intensive use, such as combi ovens, dishwashers and refrigeration equipment, should be checked on a planned schedule at least once a year, and more often under heavier loads. Your maintenance partner can help you draw up an exact schedule.

Why do service companies’ hourly rates differ?

In addition to the technician’s time, the hourly rate covers their qualifications, tools and measuring equipment, training, an equipped van and the company’s responsibility for the work done. So compare the final cost and the result, not just the hourly rate.

How can I check a service company’s licences?

Registrations for electrical and gas work can be checked in the public Register of Economic Activities (MTR). Also ask the company for its F-gas handling certificate and its technicians’ professional certificates.

Haktek OÜ – the largest professional kitchen service company in Estonia

Haktek OÜ and Haktek Seadmed work hand in hand in a full partnership: Haktek Seadmed helps you choose and supplies the equipment, and Haktek OÜ takes care of its installation, maintenance and repair. Haktek OÜ is the largest and one of the oldest professional kitchen service companies in Estonia – we have been operating since 1997. Our large team of technicians maintains and repairs equipment in restaurants, hotels, canteens, production kitchens and marine galleys across Estonia.

• we hold all the necessary licences for electrical, gas and refrigeration work;
• all our technicians regularly complete hot work and electrical safety training;
• we hold certificates from dozens of manufacturers, and Haktek OÜ is an official Electrolux Professional service and warranty partner;
• we maintain and repair all kitchen equipment regardless of manufacturer or seller;
• a large spare parts warehouse and a well-equipped workshop often allow us to get equipment working again on the same day;
• our main phone line +372 646 2568 is answered 24/7;
• a service package reduces the risk of unexpected breakdowns and repair costs.

Read more about kitchen equipment maintenance and repair or email info@haktek.ee. For new equipment, Haktek Seadmed will help you choose the right solution, and we also take care of installation and maintenance – all products come with a warranty of at least 2 years.

Read also: How to choose a cooking line? · How to plan a professional kitchen? · How to choose a combi oven? · How to choose a stick blender by pot size? · How to choose a blast chiller? · How to choose a dishwasher?

Author: Gert Laineste, Haktek Seadmed. Haktek has been selling, installing and maintaining professional kitchen equipment since 1997.