Terex Trucks invests in strengthened aftermarket support

Terex Trucks is heavily investing in delivering lifetime service excellence to its customers. The company says it is concentrating investments in areas that have a positive impact on customers’ ability to maximise uptime and production efficiency.

To reinforce this, aftermarket and service excellence featured prominently at the company’s stand at the recently ended bauma 2016, including a display of Factory Approved parts. Experts were also on hand to give advice on a range of aftermarket topics, from preventative maintenance and service agreements to uptime, fuel efficiency and productivity best practices.

“We understand that when a customer buys a machine the next most important concern is how to minimise costs and maximise uptime and productivity,” says Nick Rose, global director for dealer development and aftermarket at Terex Trucks. “We used our presence at bauma 2016 to demonstrate that we are very serious about keeping customers’ machines working – and a good aftermarket provision is essential in achieving that – throughout the machine lifecycle.”

Factory Approved parts

Working in such difficult terrain and over prolonged periods, it is unavoidable that things break and wear out. Designed specifically by the same engineers who design the machines themselves, Factory Approved parts not only come with a warranty, but are also fit for purpose and feature optimal durability, life expectancy and performance. The company advises that the false economy of using non-factory parts has its pitfalls such as premature part failure and reduced productivity and availability, not to mention the risk of failure damaging other ancillaries.

“Machines in the field are working hard, clocking up many hours, and while the average age of the global field population lengthens, customers need Terex Trucks parts and service support now more than ever to ensure their haulers remain productive and efficient,” adds Rose. “Factory Approved Terex Trucks parts are both high quality and cost-effective, reducing lifetime costs.”


Uptime and safety

Terex Trucks’ approach to delivering service excellence and customer satisfaction is to provide value added customer solutions that maximise uptime, quality and safety, the company says. Central to being able to provide this is a comprehensive global support network. Terex Trucks is investing in a strengthened and expanded distribution network in this regard. “Today parts are available from stock more than 90% of the time and this, coupled with additional field support staff and more rigorous training, means that uptime can only go in one direction – up,” says Rose.

“It should never come to a ‘machine down’ situation,” adds Rose “but if that happens the best question a technician can ask themselves is not ‘what needs fixing?’ but rather ‘why did it break?’ We’re doing everything we can to ensure our dealers have the tools, in-depth product knowledge and best practice to deliver the high-quality service that is required to make sure breakdowns are minimised.”

Dealer technician service training is delivered at the company’s Centre of Excellence in Scotland. Trainees have access to a practical workshop area where they can put their training into practice by stripping down and rebuilding components. Terex Trucks trainers are also available on location, providing on-site training. To ensure Terex Trucks delivers the highest quality service globally, dealers are encouraged to ensure all technicians receive two weeks of training per year, supported by an online training plan.

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