SUCCESS STORY
WHAT OUR CUSTOMERS ARE SAYING
CUSTOMER
B.V. Esbro · Wehl, Netherlands
FOODMATE EQUIPMENT
ULTIMATE (1) and Thigh Deboning System (1)
OBJECTIVES AND RESULTS
Esbro is one of the most modern, advanced poultry processing plants in Western
HOW DO YOU COACH YOUR SERVICE TEAM?
When I became Service Manager, the service team consisted of 5
technicians. Currently we have 23 technicians on staff. WHAT KIND OF SERVICE ASSISTANCE DO YOU PROVIDE? WHAT IS THE MOST IMPORTANT GOAL FOR YOUR DEPARTMENT?
During regular business hours, our office staff handles regular service
requests and parts orders. After hours and on weekends, we provide
an on-call number and depending on the need (parts or service)
the call is routed to the appropriate person that can further assist the
caller. The most important goal for my department is to contribute to our customer’s success
and build relationships by providing unmatched service and solutions using teamwork
and communication.
HOW DO YOU HANDLE AN EMERGENCY SITUATION AT A PLANT?
In an emergency situation, we try to get as much information as
possible from the customer as to what caused the emergency.
That way we can dispatch the right talent, supply the right parts
and provide the required level of technical support to get the
issues resolved as quickly as possible .
IS THERE A “MOST COMMON” ISSUE TO CUSTOMERS, IF SO, COULD IT
HAVE BEEN PREVENTED?
Most Foodmate equipment operates on very simple mechanical
principals coupled with semi-advanced electrical controls. It seems
that most equipment performance issues are resolved with minor
adjustments, replacement of consumable parts and making sure
the blades are sharp.
WHAT IS THE HARDEST CHALLENGE WORKING IN YOUR POSITION?
The hardest challenge I constantly face is managing a fluid service schedule. Due
to the customers’ processing needs, sometimes last-minute creative scheduling is
required. That involves modifying travel arrangements, logistical opportunities and
personnel changes to make sure we are meeting the needs of our customer base .
HOW DO YOU FEEL ABOUT FOODMATE HAVING THE HIGHEST RATED
CUSTOMER SERVICE TEAM BY MOST PLANTS IN THE INDUSTRY?
German PHW Group, in Germany better known as Wiesenhof. The PHW Group
is a group of innovative companies that belong to the leading players in the
f ield of food, health, and agriculture. Esbro has a f irm hold on the Dutch retail
industry and is growing in this f ield. “A couple of years ago we hardly served the
I try to put myself in their position…..if I was the person calling
Foodmate for service or support what would I expect from
Foodmate? Then we attempt to work with the customer to
ensure a positive outcome for both parties. If the customer is
not happy, then we haven’t done our job very well.
How well are they trained? I try to coach by example and encourage the team to
use every day and every situation as a learning opportunity. We train mostly by OTJ
experience and exposure to the equipment. We also utilize our Inspirience Center at
FMUS HQ to provide training on newly introduced equipment or to “bone-up”
on existing equipment.
WHAT IS THE SIZE OF YOUR TEAM?
Europe. The current plant is only a few years old. Nowadays Esbro is part of the
HOW DO YOU HANDLE A DIFFICULT CUSTOMER SITUATION?
MEET JOHN
John has been the Service Manager for
Foodmate US since Sept 2014. Before his
promotion to the service management
position, he worked as a Senior Service
Technician. John is not only an asset to
the Foodmate US team, but also to many
of our customers who come to work
directly with him. One thing not many know, John has a natural on-
stage talent and a fantastic sense of humor! John, let’s talk!
retail industry,” says Mr. Edward Windhorst (CEO). “By providing excellent service,
quality, innovation and flexibility we became a solid player in this f ield.”
Over the last two years, Esbro invested a lot in upscaling and upgrading their
dark meat process. Foodmate became the preferred partner in automatizing
this process. Foodmate and Esbro initiated the strong partnership when Esbro
chose the OPTI Thigh Deboning System to support their increasing demand for
boneless thigh meat. Most recently, Foodmate installed an ULTIMATE Whole Leg
Deboning system at Esbro.
“Until a couple of years ago, the focus on deboning was only on breast meat,”
says Jan Legters (Plant Manager); “but over the recent years, the Dutch retail and
consumers started to appreciate boneless dark meat products. For us, deboning
thigh and leg meat became signif icantly important and opened a lot of new
markets and opportunities”; continued Jan.
We are also thrilled to work with
Foodmate. We believe that the level of service, commitment and innovation is
unique. Although we also have good partnerships with other machine suppliers,
there is for sure, a level of added value that Foodmate brings to the table.”
I feel very proud of that statement. I think that Foodmate is very fortunate to employ
a group of people that are dedicated to our customers’ satisfaction. Not long after
I became Service Manager, I was faced with a difficult situation with a customer and
I asked Scott Hazenbroek (President and Founder of Foodmate US) for advice. His
answer: “What is the right thing to do?” I have always tried to take heed of that advice
in my day-to-day activities of managing the best service team in the industry.
The AIP is a dedicated program which ensures equipment is kept in its best operating condition. By taking advantage of this
program, a plant will ultimately see improvement in production, quality and ultimately more consistent yield.
LET US “ONTZORG” YOU!
“Ontzorgen” is the Dutch term we use to describe our AIP program. So, what does Ontzorgen mean? Quite literally it means “
to Unburden”. The ability to “unburden” the plant and protect your investment is our goal. The ability to “unburden” the plant
comes with many benefits:
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· Continuous and iterative training
· Predetermined schedule for all visits
· All labor necessary for rebuilds is provided
· Operational excellence in yield, throughput, and quality
· Monthly visits by a dedicated Customer Asset Manager (CAM)
· All rebuild kits are maintained and stocked at Foodmate till just prior to the scheduled rebuild
From left: Jan Legters (Plant Manager) and Edward Windhorst (CEO), B.V. Esbro.
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