Technician Training Summit: Communication and Customer Service

Tuesday | November 19 | 11:15 AM – 12:15 PM

“I haven’t seen this issue before, but I can take care of it.” Which part of that sentence does your customer hear? The job requirements of a service technician extend well beyond technical skills – good communication and customer service skills are required to ensure your customers know you take good care of them. Additionally, the human element becomes ever more important as newer technology changes job requirements. We’re going to wrap up the summit with a discussion and open forum on communication and customer service skills. A panel of experts will start the discussion, and the audience will be invited to participate in an open forum Q&A session. This session is geared toward both service technicians and service managers.


Tom Steuber
Associated Services

Tom Steuber is the second-generation owner of Associated Services in the San Francisco Bay Area. Associated Services is the winner of both the NAMA and NCSA Silver Service award for excellence in office coffee. Tom currently serves on NAMA’s Coffee Service Committee and has earned the Certified Coffee Specialist (CCS) distinction.


Brian S. Cook
Corporate Technical Manager
Associated Services

Brian S. Cook is the Corporate Technical Manager at Associated Services, located in the San Francisco Bay Area. He has 31 years of experience as a field technician, service supervisor, and manager of Associated’s Central Repair Shop. He manages a team of 16 technicians, and works closely with Associated’s sales staff, vendors, and customers to ensure the quality installation and reliable service of coffee and beverage machines to over 3000 corporate customers. He is versed in the set-up, programming, and maintenance of many models ranging from old school brewers to some of the newest and most sophisticated brewing and beverage dispensing machinery available today.

Drew Dutton
Director of Equipment Services
Royal Cup

Drew Dutton is the Director of Equipment Services for Royal Cup Coffee and Tea. He leads a service team of 130 technicians and managers servicing all of the away-from-home coffee and tea market segments. He has been with Royal Cup since 2000 and his career has been primarily focused in the beverage equipment industry.

Robert Fidler
VP of Equipment & Asset Management

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 seven years. From there Bob worked for ARA/CORY as their Branch Operations Manager on Long Island for two+ 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 Bob continues 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.

Melissa Nichols
Director of Product Management

Speaker bio coming soon.