Service Success Story: General Parts

Recently, General Parts Group was named Alto-Shaam’s Authorized Service Partner of the Year. General Parts is one of the largest foodservice equipment support companies in the United States, with over 200 service technicians across 26 states.

With a common goal of striving for total customer satisfaction, General Parts and Alto-Shaam have remained partners in service excellence for more than 40 years.

“General Parts consistently achieves and often exceeds our shared service goals through their dedication to continuous improvement,” said Mike Jones, Director of Technical Service at Alto-Shaam. “As we navigate rapidly shifting times for our industry, we are thankful to partner with General Parts because of their dedication to our shared customers.”

General Parts’ commitment to continuous improvement has shaped their approach and allowed them to achieve a high level of customer satisfaction.

“Internally, we review every Alto-Shaam call each week to ensure we understand why we hit the mark and conversely, why we may have missed the mark,” General Parts President Gary Schermann said. “Each week, this analysis is shared with Alto Shaam. Quarterly, we hold a joint meeting to recap performance, review feedback from our clients, and make any necessary adjustments to the program.”

Through their Dedicated Tech Program, General Parts consistently achieves a high First-Time Fix Rate, while also achieving exceptional response times. This program has also allowed General Parts to streamline their training and designate technicians who are experts in Alto-Shaam equipment.

“Although we were honored to receive this recognition, the honor is shared with Alto-Shaam, because without their partnership, winning the award would not have been possible,” Schermann said. “We look forward to working with Alto-Shaam and the continuous improvement steps we have in place to provide the best possible service to all of our foodservice equipment customers.”

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