5-day service and technical training for MULTIVAC service technicians
“One of our first courses of action is to focus on expanding our sales and distribution network. We are doing this by distributing FRITSCH products through MULTIVAC’s 87 subsidiaries. Customer proximity and real-time support for customer concerns will always be very important to MULTIVAC, so our future FRITSCH customers will also benefit from this,” explains Andreas Eyd, a Managing Director of FRITSCH.
This change has been driven forward in a highly focused manner since MULTIVAC acquired FRITSCH. A systematic and detailed training program has been developed for MULTIVAC Sales and Customer Service, which began last year in November.
The training program includes intensive product and service training for MULTIVAC employees working worldwide, and is structured in multiple stages.
The second comprehensive service technician training was held in January 2020. Currently, the courses concentrate on the machine portfolio for handcraft and mid-sized businesses. During a one-week training course, service technicians from the MULTIVAC subsidiaries worldwide will acquire knowledge and skills about:
- The FRITSCH portfolio – an overview of the A and B programs
- The purpose and function of the machines and their components
- Fundamentals of technical documentation, e.g. identification of spare parts and reading of schematic diagrams
- Identification and rectification of errors, working from technical documentation
- Operation and handling of the machines
- The touchscreen – its menu structure and handling
Working in small groups, service requests from first-level support are simulated on the machines. The service technicians carry out problem analyses directly on the machines and rectify faults.
True to the FRITSCH philosophy “Passion for Dough”, working with the dough plays a major role. The participants get hands on when it comes to folding dough (booking), for example, or when setting up the tools on the machine. The goal is to instill passion for the baking trade in each participant, and familiarize them with the diversity of the FRITSCH portfolio.
“It is an exciting experience to get to know the FRITSCH machines and lines in such an intensive way. Especially experiencing first-hand how dough is processed on the machine and how the interaction between machine and dough works. My desire to learn even more about dough has definitely grown. I think such knowledge is important in order to provide the best possible solutions for customer inquiries,” says Radoslav Rapčan, a service technician from MULTIVAC Slovakia.
With this systematically structured training program, service technicians are being optimally prepared for field work for FRITSCH customers so that they can operate the machines, order and change spare parts, and carry out maintenance, inspections, and repairs directly onsite. FRITSCH service technicians will continue to provide back-end support.
Transitioning from MULTIVAC to FRITSCH machines requires a change in tactics, as Jan Schleelein, FRITSCH customer service technician for electrical engineering, points out: “Foil is a very resilient material compared to dough. For the FRITSCH machines, the technicians must become acquainted with optimizing the settings specifically for gentleness on the dough and precision of the processing.”
In addition to the mechanical, electrical, and dough technology training content, the service technicians get to know the FRITSCH Service Team and their contact partners. Currently, more than 1,000 service technicians are working for MULTIVAC and FRITSCH worldwide.
“We, the trainers of the FRITSCH Training Team, are impressed with the keen interest shown by the participants. The service technicians are already highly technically qualified, and that makes the trainings an incredible success. We are very much looking forward to the next trainings. They book out in a matter of days. The next service technician training is in April,” says Stefan Schmitt, FRITSCH Head of Customer Service Sales.