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HINO Australia has taken out a global ‘double victory’ award in parts and service for the fifth consecutive year, securing the 2015 Parts Department of the Year and 2015 Service Department of the Year awards from its Japanese parent company.

As in previous years, Hino Motors Limited presents the awards in recognition of worldwide distributor performance in parts and service for the Japanese financial year, which ends on March 31.

They are judged in Japan by senior management, who assess each distributor’s performance on a range of criteria in service and parts sales.

For Australia, the retail network covers 43 dealer sites and 22 service and parts outlets.

Hino Australia senior divisional manager of product support Greg Bleasel said the awards acknowledged the Australian truck division’s improvement in customer relations.

“This strong shift towards being a better partner to our customers has definitely contributed to us securing this award for the fifth year running,” Mr Bleasel said, pointing to the company’s Hino Advantage support package as an example.

“World-class service, parts supply and aftersales care mean low rates of downtime for any business. We’re very proud to be recognised globally for what we provide locally.

“This award is a great reaffirmation for our entire network of dealers and technicians who provide exceptional support for all customers.”

According to Hino, judging criteria for both awards includes customer retention, growth and supply rates, customer management information and vehicle throughput.

An evaluation is also carried out on a number of dealerships to assess their performance in sales and service.

More trophies: Senior Hino Australia managers with the company’s latest awards, including (from left) senior divisional manager of product support Greg Bleasel, parts and accessories manager Kirk Harrison and technical and service support manager Gus Belansky.

In the 2015 calendar year, Hino recorded its highest sales since the global financial crisis hit in 2008, racking up 4443 truck and bus sales for a 9.6 per cent increase over 2014.

It also claimed honours as the fastest-growing brand in market share growth among the top 10 truck manufacturers, although Isuzu was still the dominant force in the market with a 23.1 per cent share of the heavy commercial vehicle sector (and 7442 sales) compared to Hino’s 13.8 per cent.

Hino Australia chairman and CEO Steve Lotter attributed the Toyota truck division’s sales growth last year to “implementing a new strategic business plan, focusing on supporting the dealer network and the rollout of new initiatives aimed at improving the overall Hino customer experience”.

“We truly believe our new customer-focused business strategy has been the key to this success,” Mr Lotter said.

“By investing in programs such as Hino Advantage we are working towards developing a business partnership that continues long after the truck is handed over. We want to be a reliable business partner that delivers a great customer experience and a range of business advantages.”

To the end of April this year, Hino sales are down 2.9 per cent while Isuzu sales are up 18.3 per cent.

Earlier this year, Hino Australia named Melbourne’s Prestige Hino its 2015 Metropolitan Dealer of the Year and Bendigo Truck Centre its 2015 Regional DOTY.

Sales, parts and service excellence awards were also presented, forming a key part of Hino Australia’s retail incentive program.

In other Hino news, the company has announced a new senior management structure, replacing divisional management roles with three newly created general manager positions in a bid to “broaden responsibility and increase efficiency”.

The three general managers are Bill Gillespie (brand and franchise development), Greg Bleasel (product support) and Louis Camps (finance and general affairs).

Hino Australia has advised that the changes consolidate what were previously four divisional management roles and that two staff members – a divisional manager of sales and a corporate business manager – have left the company, with these positions “folded into the new structure”.

Mr Lotter said the restructuring “aligned with requirements … to better serve its customers”.

“Increasingly the point of difference will be our ability to swiftly service our customers’ needs in the most efficient manner,” he said.

By Terry Martin

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