Diane Rossi says she is a workaholic for sure, and has been since she started in this industry 42 years ago at the age of 17. She’s dedicated to the company that employs her as well as their customers and most importantly their employees. Her staff and technicians are the product and the most important part of the business and she strives to see them grow and be happy while working with her at Pro-Tek.
Diane Rossi sat down with Total Food Service’s Joyce Appelman to talk about her role at Pro-Tek and as an industry leader.
As a child, was there someone that had an impact on your getting into the business?
Actually, I truly don’t believe anyone sets out to be in this business, I certainly didn’t, and I didn’t even know it existed. Wanted to do accounting, answered an ad for a starting clerical position in 1977 right out of HS thinking college would follow and I’ve been here ever since.
Can you talk about some of the mentors along the way that had an impact on your career?
There are many… the one that sticks out most in my mind was a Region Manager of Hobart, Bert Natallichio, who took a chance on a then 27-year-old woman, by throwing me the keys and letting me have at it. He taught me so much when I became a Branch Manager by pointing out my mistakes, teaching me how to do it next time and supporting me every step of the way. I try to mirror that in all that I do today.
What’s your role at Pro-Tek?
I am the General Manager for the company that started in 1979 and is a service company providing installation, repair, warranty, maintenance and inspection services for food service operations in the Tri-State region. I wear many hats in my role. I oversee our sales representatives, and personally sell our preventative maintenance agreements. I also handle all the factories we represent from sign on to each and every service call they give us. I manage our service management team and the technicians that report to them, as well as all dealers and their installations, from price quoting to coordinating service.
What brought you to your current position at Pro-Tek?
Ed Daniels, owner and founder of the company had been a parts customer and competitor of mine while I was at Hobart. In every dealing I had with him, he consistently offered me a job. I felt why leave a Fortune 500 company for an independently owned small business? When things got, let’s call it uncomfortable at Hobart, 20 years later… it was the best move I ever made.
How would you describe the needs of your customers?
I tell this story all the time. While at Hobart, I had a dispatcher that worked for us that was previously a 911 operator. He would constantly talk about how stressful his job of taking & scheduling service calls for our customers was in comparison to his role as a 911 operator. Can you imagine? They are demanding, they want it now and they expect it finalized immediately.
How have those needs evolved and what has your company done to respond to those needs?
They certainly have, the industry is consolidating, the customers themselves, the manufacturers, the dealers, and now even the service providers. I said it when we were competitors and I still say it today. Pro-Tek provides their customers with a partner with communication being key. We continue to add staff to provide our customers with a level of service that in my opinion, is second to none in our area. We never say no to our contract customers, we aim to be everything they need us to be.
Tell us about your involvement encouraging young people to careers in foodservice.
It wasn’t until I began working at Pro-Tek that I was given the opportunity to support the industry by participating in many different industry associations. I love this part of it because it is rewarding to me. I am a Board Member supporting The Partridge Invitational Scholarship Foundation that enables students to complete their culinary education. I am also a vendor Board Member for the AHF-NY Association for Healthcare Foodservice. In addition, I’m able to give back to the industry through my membership with the Food & Beverage Association. I believe strongly in careers in the industry, in fact, I encouraged my daughter, Danielle and she is now our parts manager here at Pro-Tek doing an outstanding job!
Crystal ball. What’s on your agenda?
Oh boy, the agenda is long but I would have to say my goal is to become the service provider and installation team everyone in the industry will recommend by strengthening relationships with the factories we represent and representing them well, the manufacturer’s reps that represent those factories and the dealers that sell their products. Not to mention the end-users themselves.
Quote: My mantra… “Whatever happens, happens for the best.” You may not feel that way now, but you will. Live in this moment, and never look back.
