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OR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE ABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE ABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE ABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR • FOR THE FABRICATOR

The company’s services go beyond just countertops as illustrated by this solid surface and crack repair and refinishing project on a boat.

“Every technician has to have an incredible amount of knowledge and training in the repair field,” explained Vatis. “The knowledge any particular technician needs just to repair solid surface and quartz alone is staggering.” And the fact that the company’s headquarters

has both a research and development shop and a training facility helps it to keep a handle on

the latest materials and techniques. “The R&D shop is used for development of new repair

techniques and tooling,” he explained. “If we haven’t repaired a particular surface, we will

work with it in our shop and find a solution.” Training to be the Best The company is extremely picky about its

technicians and spends a lot of time training

everyone to ensure the best service. As such,

the company has three in-house manufacturercertified instructors for quartz surfacing and solid surface. At the Surface Link’s training

center personal, hands-on training is required for all new technicians, as well as recurrent

training for existing technicians. The company

also offers training to fabricators wanting to get certified with a particular manufacturer or start their own businesses.

“Every technician has to have an incredible amount of knowledge and training in the

repair field,” explained Vatis. “The knowledge any particular technician needs just to repair

solid surface and quartz alone is staggering.”

It is this training that keeps the company

on the top of its game, which is key when

handling warranty work for manufacturers

and distributors — a large percentage of the business the company handles.

“It’s especially important that we provide

the best service and value to manufacturers for their warranty work,” said Vatis. “Our

technicians are incredibly talented. I am in awe sometimes.”

A Day in the Life The importance the company places on

training seems to have paid off, as during a

typical month, Surface Link’s operations center fields between 500 and 800 requests for repair

All of the company’s repair technicians are trained in-house by certified trainers and kept current through regular learning updates.

work. The center manages all calls, technical

fabricators are also a primary source of

been established, the center also takes care

support fabricators all over North America;

advisory services and sales. Once a job has

of the logistics and coordinating technicians in

the field to handle each call. Then, a technician working out of a fully equipped truck goes into action, putting their restoration/repair capabilities to work.

Keeping the hoppers full and the calls coming in requires a variety of sources. In addition

business,” explained Vatis. “We work with and they refer repair work to us so that they can

focus on new fabrication and installation. Our

relationships with fabricators are important to

us. We help them by providing a quality service that they can refer their customers to. They

know their customers are in good hands which reflects positively on their businesses.”

to warranty work, Surface Link also gets

In addition to these professional referrals,

material manufacturers and distributors. “It

business. This is brought in through marketing,

non-warranty referrals for repair work from is just as important to them to know that

referred consumers are handled carefully and

professionally, once again reflecting positively on their own brand,” said Vatis. “In addition, we perform inspections of high pressure

laminate surfaces for one major manufacturer on a national scale.”

Plus the company is happy to work with

other fabricators. “Repair referrals from other

the company does a good bit of direct sales

traditional advertising and online lead sources, as well as word-of-mouth referrals. A lot of this retail business is countertop and sink

refinishing and replacing existing sinks with updated models. Additionally the company

repairs and refinishes baths and showers on a case-by-case basis.

On the retail side, currently it is about an

80/20 split with residential work dominating its International Surface Fabricators Association • Vol. 7 / Issue 1 • 33

Profile for ISFA

ISFA's Countertops & Architectural Surfaces Vol. 7, Issue 1 - Q1 2014  

Countertops & Architectural Surfaces is the official publication of the International Surface Fabricators Association (ISFA). It contains th...

ISFA's Countertops & Architectural Surfaces Vol. 7, Issue 1 - Q1 2014  

Countertops & Architectural Surfaces is the official publication of the International Surface Fabricators Association (ISFA). It contains th...

Profile for isfa