The importance of reliable, dedicated service support from your MHE supplier

Reliability is essential when it comes to keeping a warehouse or supply chain running efficiently. A reliable forklift might not always be the most cost-effective option upfront, but in the long run, it’s the best safeguard against unplanned downtime and costly repairs. That’s where aftersales service makes all the difference—and why choosing the right supplier is just as important as choosing the right equipment.

Choosing a reputable supplier

"Going with a reputable supplier, you can be assured that they’ve got some form of service coverage," says Barry Parks, Service Operations Manager – Victoria at Linde Material Handling. "They will have parts in Australia ready for dispatch within 24 hours which guarantees you uptime.

“That gives you confidence in what you’re getting," Barry explains. "It gives you the knowledge that the person that you’re dealing with is not going to disappear or leave you stranded in two or three years’ time."

The backing of a reputable supplier isn’t just about parts—it’s about long-term support. “If you’re dealing with an independent seller who decides to go away over a holiday period, which may be your busiest period, that’s great personalised service when he rang you and told you that he wasn’t going to be here for 3 weeks. But what are you going to do when your forklift breaks down on day 2?” Barry asks.

The strength of dedicated aftersales and a service network

Not all companies recognise the importance of having dedicated aftersales service. In fact, according to research by WNS, a leading global business process solutions company, it’s relatively new for companies to even consider the benefits an aftersales service can provide. Their focus now has to exceed the sale of products to incorporate aftersales service as a core component of their business strategy.

This shift is critical in today’s material handling environments, where equipment is expected to perform in demanding applications with minimal interruption. Aftersales service that includes proactive support, transparent communication, and parts availability can be a strategic advantage rather than simply an operational necessity.

“Aftersales service isn’t just about availability—it’s about capability” Barry says. "In the past, a lot of people spoke about a 2-hour response time, not focusing necessarily on the first-time fix rate."

Today, reliability means having the right technician with the right training and parts on hand. "Having the right service network with properly trained technicians that are capable of supporting the customer across a multitude of potential breakdowns creates an environment where the customer has confidence in the supplier, and allows them to fix the forklift in most instances in 24 hours."

While fast response times are essential, so too is regular upkeep. Businesses that prioritise preventative maintenance often avoid many of the issues that lead to unplanned repairs in the first place. Structured maintenance schedules ensure that components are replaced before failure and that equipment runs optimally throughout its lifecycle.

As Barry puts it, choosing the right equipment and planning ahead can make all the difference. “Depending on your environment, the hours of utilisations and the demand throughput you require from the machine, your supplier’s salespeople should provide the best solution, allowing you to future-proof yourself.” The goal isn’t to fix issues quickly—it’s to avoid them in the first place.

Cutting corners comes at a cost

The risk of chasing short-term savings over long-term support is very real. "If you choose cost-cutting, there’s generally a reason behind it," Barry warns.

"What measures have they cut out of their business to provide you the low cost? Do they have an appropriate parts network, do they have the appropriate support and backup, do they have the knowledge to work on your equipment?"

Choosing a supplier without proper service capability often leads to larger repair costs, longer downtime, or further damage. "They could come out, not know, not have been trained, and not fully understand, and that could potentially cause more damage to the forklift by guessing what the problem is rather knowing what the problem is."

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