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Customer support at centre of ‘One Tadano’ strategy

The recent launch of Tadano Oceania’s ‘One Tadano’ strategy is about more than an expanded range of products. According to general manager Anthony Grosser, the centrepiece of ‘One Tadano’ is the rolling out of an industry-leading service, support and parts network.

The recent launch of Tadano Oceania’s ‘One Tadano’ strategy is about more than an expanded range of products. According to general manager Anthony Grosser, the centrepiece of ‘One Tadano’ is the rolling out of an industry-leading service, support and parts network.

CAL: With five new machines launched so far this year, and more to come, Tadano clearly has ambitious growth plans for the region. But do you have the network in place to offer crane buyers confidence you will support them through the life of the crane?

Anthony Grosser: Tadano Oceania has invested heavily in the Oceania market and its support network with an increase in parts holding and continued training for our product support technicians only the start.

We have proved to the market through our investment that this is a key market for global development and we know that while having more products is one thing, it’s not enough unless we can support these new products.

To deliver on that promise we have re-structured our support network and now have a dedicated product support division that’s separate from parts and services, with that team’s focus driven by Nathan Regester to improve customer training and contact and to ensure our customers have the best delivery of new equipment and clear points of contact.

CAL: Tadano’s acquisition of Perth-based AML Equipment was the first step in piecing together the foundations of the ‘One Tadano’ strategy. What has followed?

Anthony Grosser: During the acquisition and continuing since that time, we have established a market leading support network. Our branches in NSW and Victoria are now fully-functioned support networks with factory trained technicians. In South Australia we have appointed RMB Service Group to further strengthen the existing network. Likewise in the Northern Territory and Townsville with RGM Maintenance, Gaamben Crane and Earthmoving in regional NSW and Allcrane as our distributor in New Zealand.

We have established a strong parts network with Brisbane and Perth operating as our head parts facilities with critical and service parts held at all depots throughout the Tadano network. This strong local network combined with Tadano’s global parts network ensures we have the capacity to minimise any downtime incurred by parts requirements. And a system that monitors usage and adapts our parts holding will help ensure we adapt and meet market requirements.

CAL: Often machines work in remote environments, such as in mining or on wind farms. Some of your competitors have a track record of providing rapid support even in these circumstances. How does Tadano propose to meet this challenge?

Anthony Grosser: Given that this remote service operation was a key part of AML’s operation, that experience has been added to Tadano Oceania’s already strong remote service experience. As the general manager of Tadano Oceania’s operations, with more than 15 years experience in remote Western Australia, we know better than anyone what is needed in these environments.

We have more than 15 service vehicles in the field backed up by the strategic appointment of service agents in regions such as rural NSW, Townsville and a satellite workshop in Port Hedland.

Adding to these services is Tadano’s Hellonet Telematic system that allows us to track the machine and remotely log in to see operating condition and faults. This system is proving itself to be very beneficial to our clients as it allows them to monitor the crane location, hours, distance travelled, operating condition and service history which is a critical tool for assessing machine life for the 10-year major inspection. We have also introduced Tadano’s datalogger which is currently an option on the majority of Tadano machines, allowing the customer to see all lifting data live.

CAL: Can you tell us what’s next from Tadano? What new machines are coming? Any more acquisitions in the works?

Anthony Grosser: The element of surprise is always good. Tadano HQ is working on a range of new products – some of which will be released at BAUMA next year. For now though Tadano Oceania’s main priority is to continue to improve and develop our systems to ensure we are always evolving and striving to supply our customers industry leading support.

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