Parts supply – keeping your materials handling operation running The vital role of lift truck aftersales services Keeping a forklift running is about more than the machine itself. Behind every replacement part, urgent delivery and unexpected technical challenge is an aftersales team working to keep customers moving. Gian Schiava meets up with Wesley Filby, Area Sales Manager Parts at Cat® Lift Trucks EAME, who shows us what a typical day for him looks like. (Summary) When a forklift needs a replacement part, the clock is often already ticking. For Wesley Filby, keeping that clock from turning into costly downtime is a key part of the job. Working behind the scenes with the Cat Lift Trucks dealer network, Wesley helps make sure the dealers and their customers get the right genuine parts, when they need them – whether that means arranging a routine order or solving a problem that has never happened before. “My main responsibility is stimulating and guiding the dealer network to source OEM parts,” Wesley explains. “But it’s much more than simply selling parts. We support the customer from start to finish across all aspects of the aftermarket business.” Wesley Filby, Area Sales Manager Parts, Cat® Lift Trucks EAME The urgent cases may be the most memorable (and perhaps fun to resolve), but they are far from the norm. This manufacturer’s established parts distribution operation is designed to prevent last-minute problems in the first place, with next-day and overnight delivery helping dealers and customers plan ahead. Much of Wesley’s role is therefore focused on the bigger picture: supporting dealers, improving processes and ensuring the aftermarket operation continues to perform well in the long term. Aftersales services keep your forklift and your business on the move. When the part doesn’t exist – yet Some parts are rarely, if ever, replaced. That is increasingly the case with newer machines designed for long service life. Occasionally, however, something does fail that has never been needed before – and consequently is not yet set up in the parts system as a service item. “When that happens, it’s all hands on deck,” says Wesley. “We recently had a case involving overhead cabin glass for one of our biggest Cat® lift truck dealers. It was a part that wasn’t available through the normal process, so we had to find a solution from scratch. We managed to solve the whole problem from start to finish within a week.” These cases always mean coordinating with different teams worldwide and, where necessary, sourcing the part from Japan or the USA and arranging urgent transportation. For the dealer and ultimately the end user, the result is simple: less downtime. Behind that simple result, however, is a combination of experience, contacts, systems and people willing to go the extra mile. Making parts support easier In real life, parts orders rarely require this level of detective work. Cat Lift Trucks has also been investing in digital tools to make everyday parts ordering faster and more efficient. As long ago as 2019, Cat Lift Trucks introduced Lift Truck Solutions (LTS) to its dealer support systems, followed by the launch of LTS Parts Store. The cloud-based platform allows dealers’ customers to communicate directly with their dealer and access the wider Cat lift truck parts network. “Today, many dealers are using the system to allow their customers to place orders directly,” says Wesley. “It also provides technical support automatically, reducing the need for emails and telephone calls.” That makes a difference not only to customers, but also to dealers. Routine enquiries and orders can be handled more efficiently, freeing dealer teams to concentrate on the issues where their expertise is most valuable. The art of parts supply. Digital systems at Cat Lift Trucks make it simple, efficient and fast. Keeping the clock ticking Technology is only part of the equation. Parts still have to physically reach the customer or service engineer – and quickly. Cat Lift Trucks continues to operate next-day and overnight delivery services, with parts ordered before 16:00 guaranteed for next-day delivery. There are also pre-noon and overnight delivery options for service engineers, including delivery directly to a post box or service van. “It’s a very clever balancing act,” Wesley says. “But with all the procedures in place, we always get the work done.” That balancing act brings together people, processes, stock availability, logistics and digital systems. Each plays a role in ensuring that a relatively small component doesn’t become the reason for a much larger machine sitting idle. An excellent aftermarket support team ensures the best possible service. More than just parts For Wesley, that combination is also what makes working in aftermarket support rewarding. Although customers may not usually meet him directly, the work has a very tangible impact on their operations. A parts business can be measured in orders, deliveries and availability, but its real value is ultimately measured in uptime. Sometimes that means making a routine order as easy as possible. Sometimes it means finding a part that needs to travel around the world in no time. And that is perhaps what a day in the life of aftersales is really about: making sure that when a customer needs help, there is a person, a process or a solution ready to keep the business moving. Click here for more information on Cat lift truck parts and service. Wesley Filby, Area Sales Manager Parts, Cat® Lift Trucks EAME What makes this role both rewarding and important? Wesley Filby summarises… Solving problems through teamwork “What really makes it all so rewarding and important is the fact that you’ve helped your customer to solve a situation where he or she is also feeling the pressure from the customer or end user. And of course, you’re only as good as the people supporting you. Thankfully, we have an excellent aftermarket support team, ensuring we give the best service possible.” Personal contacts in an international landscape “Then there’s the personal contact with all your customers. Over the years, relationships grow, expectations are constantly challenged, every day, and solutions have to be found for 101 different problems relating to the aftermarket. Internationally, I’ve been dealing with five different European regions for many years, each with different views on what help should be provided. Luckily, I can meet all those expectations and operate in different time zones to meet all my customers’ needs internationally. Of course, knowing some of the languages and understanding the regional cultures does help us to serve our customers well and to be on the same page when it comes to getting the job done.” The ‘B’ factor and the ‘R’ factor “The ‘B’ factor, business, is always present. Everybody can do business. But the ‘R’ factor, relationship, is what wins – if you can support your relationship 100%. The ‘R’ factor is always the persuader when customer business preference is decided, especially in the aftermarket.” Summary This article highlights the value of fast and efficient lift truck aftersales support. It focuses on the crucial role of parts supply in keeping businesses moving. It’s an area in which Cat® Lift Trucks leads, thanks to highly committed global and local staff and resources. The set-up includes well-established digital systems which simplify and speed up the ordering and supply processes. Ultimately, this means maximum forklift uptime.
