Another year means another round of global recognition for Hino Australia’s parts and service departments, as Hino Motors Limited in Japan recently named the manufacturer of light-, medium-, and heavy-duty trucks and light-duty hybrid vehicles and buses as its 2018 Parts Department of the Year and 2018 Service Department of the Year. Hino Australia has won the Parts award 11 straight years and has won both awards for eight consecutive years.
Hino Australia, a Toyota Group company, says judging criteria used to select award winners included such performance indicators as customer retention, parts growth and supply rates, customer management information, vehicle throughput, and dealer performance. Greg Bleasel, Hino Australia general manager of product support, says winning the awards “is a huge accolade.” He points to the company’s Capped Price Service as a key contributor in winning the service award, as well as an additional Excellence Award.
“Hino Australia was the first, and remains the only, truck manufacturer in Australia to offer Capped Price Service to customers, with an added benefit of an online calculator which enables the cost of an upcoming service interval to be easily calculated,” Bleasel says. Hino Australia extended the program in 2018 to encompass all trucks that meet Euro 5 emission regulations, which means customers will pay less for servicing across a truck’s lifetime, he says.
Hino Australia also says its customer-first approach helped it win the 2018 Parts award, pointing to its realignment of its parts pricing model as an example. Elsewhere, Hino credits its Hino Advantage program, which provides customers a three-year unlimited-kilometer warranty on Hino genuine parts if installed by an authorised Hino technician, as a contributor to its success. The program includes an optional extended five-year warranty, financial services, 24/7 roadside assistance, fleet training, an in-house Customer Care Centre, and access to Hino Genuine Parts and Accessories.