![\"\"](\"https:\/\/www.tadano.com\/oceania\/wp-content\/uploads\/sites\/17\/2024\/02\/Jason-Civich-edited-1024x1024.jpg\")
<\/figure><\/div>\n\n\nNathan Regester is the National Service Manager and has been working with the Tadano brand for 13 years. He explains how Tadano\u2019s Service Department works closely with the Parts Department to ensure parts are available for scheduled works. \u201cWe work very closely with our Parts Department and that\u2019s critical for our element of the business. We are also working closely with our customers; we schedule the works in advance and pre-plan all the parts to ensure they are available before we get the machine into the workshop. <\/p>\n\n\n\n
Minimising downtime for the customers is our ultimate end game and we don\u2019t bring equipment into the workshop if we haven\u2019t got the parts available, for whatever reason,\u201d he said. The service teams understand major inspections are significant investments for customers and meticulous planning is required to ensure the crane gets through the workshop as quickly as possible. \u201cWherever possible we like to conduct a pre-inspection of the machine before it comes to our workshop. This is so that we know the parts we are definitely going to need, and this inspection enables us to identify other issues so that we can pre-organise the required parts and have it all ready before we bring the crane into the workshop. When it does arrive, we have the parts ready which helps minimize downtime,\u201d said Nathan. <\/p>\n\n\n\n
Tadano operates a highly successful apprenticeship program which is ably assisted by a highly experienced team of Service Technicians. \u201cWe currently have seven apprentices in the business, all at varying stages. Some are about to complete their time with others just starting. We\u2019re obviously actively recruiting as well. \u201cWherever possible we try to bring on our own technicians and we have a number of senior technicians who have been with the business for a long time. They mentor the younger team members sharing their knowledge and experience. All our technicians receive ongoing training, including factory training, and we are continually focused on the growth of our team members,\u201d said Nathan. <\/p>\n\n\n\n
Tadano operates four significant workshops which are in Queensland, Western Australia, Victoria and New South Wales. \u201cQueensland and Perth are large and relatively new purpose-built facilities, and both boast large workshops and yard space. This means we can handle multiple major jobs including insurance, accident repairs, plus the general day-to-day servicing. \u201cNew South Wales and Victoria have slightly smaller but fully equipped workshops, which are ideal for minor servicing and repairs, and scheduled major works for these two. We also operate 15 fully mobile service technicians operating from vehicles and we fly technicians wherever we need them to be to support our customers,\u201d said Nathan.<\/p>\n\n\n
![\"\"](\"https:\/\/www.tadano.com\/oceania\/wp-content\/uploads\/sites\/17\/2024\/02\/Nathan-Regester_Portrait_Service-Admin-Manager-1-edited-1024x1024.jpeg\")
<\/figure><\/div>\n\n\nJoe Arena has been in the role of National Product Support Manager for four and a half years and he has been associated with the Terex and Demag brands for over 20. He explains the importance of his team within Tadano
Oceania. \u201cTadano\u2019s Product Support team is passionate about our products, and we share this passion with our customers. We support them in all areas of operation including maintenance and technical enquiries and provide information that enables them to get the most out of their cranes. We aim to support our customers the best we can and take into account each customers\u2019 particular set of circumstances to achieve the best result,\u201d said Joe. <\/p>\n\n\n\n
Joe explains and emphasises the importance of product support from Tadano\u2019s perspective. \u201cProduct Support is very important within the Tadano organisation. If there is an issue, our customers know they have our full support and there will be someone available who can quickly resolve things. Product Support is a key part of the partnership we have with our customers and our aim is to keep their cranes operating safely and efficiently,\u201d he said. The Product Support team is responsible for many disciplines within the Tadano organisation, and these include the commissioning of new cranes and providing customers with a high level of training to help them get the best out of their cranes. <\/p>\n\n\n\n
\u201cOur team provides phone and email support answering any technical questions our customers may have. Each team member has over 10 years of experience which means we have the skills and knowledge to tackle the deepest technical challenges. Tadano Oceania also has a close and strong relationship with our overseas factories, allowing us to provide fast and accurate response times. We also support our customers 24\/7 for urgent breakdown assistance,\u201d said Joe. Tadano Oceania currently has seven direct Product Support Team members covering Australia, New Zealand and PNG, and a development program that encourages talented younger workshop team members to continuously grow their skill base to enhance their technical
careers.<\/p>\n\n\n\n
Joe explains how closely Product Support team works with the Parts and
particularly the Service Teams. \u201cWe work very closely with our Service Team, supporting them with \u2018deep\u2019 technical issues, as well as training and mentoring our younger team members. We also assist our Service Team with major repairs and crane updates where required. We work closely with our Spare Parts department in terms of understanding component trends, including failures. We also work with the team to ensure we have the right parts in stock and in the right locations enabling quick response times for our customers,\u201d said Joe. He goes on to explain how product support is changing as cranes include increasing amounts of complicated technology, emphasising the importance of training. <\/p>\n\n\n\n
\u201cIn Product Support we love new technology, we get very excited when there is a new model design as it challenges us to learn new technologies and systems. We work closely with our R&D department, and we invest in diagnostic tooling and simulators to promote our learning and enhance the support for our customers. \u201cProduct Support also offers training from the operation of a newly purchased crane through to trouble shooting and maintenance of older cranes. We provide specific courses tailored to our customers\u2019 needs to help improve their business and the operations of their cranes,\u201d said Joe.<\/p>\n\n\n
![\"\"](\"https:\/\/www.tadano.com\/oceania\/wp-content\/uploads\/sites\/17\/2024\/02\/Joe-Arena-National-Product-Support-Manager-1-edited-1024x1024.jpg\")
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