Technician Training Summit: Preventative Maintenance & Monitoring New Technology

Tuesday | November 19 | 9:30 – 11:00 AM

Every service technician team needs a maintenance plan – a well-known fact of life. But what makes a successful one? This session of the Technician Training Summit will be on deploying and following maintenance plans… while also preparing for surprises. Three operators of varying sizes will share their first-hand experience on developing and refining their maintenance plans, extending the life and ROI from their coffee equipment, and making the most of their service technician team (even when short staffed). Then, three manufacturers will share some advice for successful maintenance systems. A town hall discussion around maintenance system best practices will finish up the session.


Karalynn McDermott

Karalynn McDermott
SVP Market Development

Since 1987, Karalynn has been in the coffee brewing equipment manufacturing aspect of the industry focusing on strategic marketing and sales. Karalynn’s understanding and passion for the science of brewing extraction has allowed her to aid roasters and micro-roasters with recipe development for their coffee programs. She has assisted operators to adopt innovative new technologies such as thermal servers, pulse brewing, and trifecta(r) – single cup, BUNNlink- Remote Equipment Management to enhance their coffee programs. In 1997, she was part of a grass roots effort to resurrect the Golden Cup(r) Award after it had been dormant for 40 years. Karalynn led the “Brew Crew” that authored and taught the Brewing Fundamentals curriculum for the Specialty Coffee Association of America. In addition, she served on the SCAA Board of Directors from 2000 – 2004, receiving the Special Recognition Award from the association in 2004. Karalynn enjoys serving in the Education Committee, Educational Foundation and is a member of the Board of Directors of NAMA


Chuck Ashby
Service & Asset Manager – North Texas
Accent Food Services

Chuck Ashby has spent the last 10 years working in the OCS and vending industry for operators that include Canteen, Aramark, and currently Accent Food Services. Chuck has a Bachelors Degree in Business Administration and is a member of the NAMA Service Technician SIG Steering Committee.

Ken Epling
Director of Technical Services

Ken boasts 30 years of experience in ultra-premium appliance manufacturing in North America, New Zeland, and Australia. He has established technical and customer support programs at a national level, with a focus on process improvement and strengthening partnerships by providing world-class customer and technical support. Ken has been awarded top technical trainer for 5 years consecutively and is certified in Service Management and Process Improvements.

Robert Fidler
VP of Equipment & Asset Management

Robert (Bob) Fidler started in the OCS industry around 1977 working for Wallis Inc. that sold to Holiday House Coffee in the late 70’s. At Holiday House Coffee of Lynbrook, NY, Bob was the tech, route driver and salesperson as the business started to flourish. After a brief stint outside of the coffee industry in Florida, he returned to Holiday House Coffee and stayed there about 7 years. From there, Bob worked for ARA/CORY as Branch Operations Manager on Long Island for 2 + years before being recruited by Coffee Distributing Corp to run their service operation in 1989. After about 15 years at CDC, Bob was promoted to Vice President of Vending and Service. Fast forward to 2011, Compass Group acquired CDC and he continued to run the service operation as the Vice President of Service until 2019 when he was tapped to run a new position for Canteen which focuses on Asset Management, Technical training and Equipment evaluation. In addition to those duties for Canteen, Bob also continues to support CDC as well as a Compass upstart, Tradecraft Outfitters.

Albert Moya
Field Service Manager

Speaker bio coming soon.

Alvin Tayag
Coffee Ambassador

Speaker bio coming soon.

Greg Tucker
Service Manager

Greg Tucker joined the Newco team in October 2010. Newco hired Greg with the foresight that his predecessor, Joe Comporato, was planning his retirement. Greg moved into the management position for Newco’s Technical Service team in 2017 and strives to meet Joe’s high standard for quality workmanship and care. Newco takes pride in their customer relationships and Greg hosts training sessions to support their individual needs.