Service

1300 HITACHI – One company

Thu, 12 Apr 2018 03:58:00 GMT

Hitachi Construction Machinery Australia Pty Ltd (HCA) supports customers through a national network of branches to ensure optimum coverage. More recently HCA decided to better address the business hours and after-hours care by opening a centralised National Customer Support Centre. Established in March 2013, the centre provides customer support 24 hours day 7 days a week. Five years on, its capabilities have significantly grown to meet the influx of activity and the addition of other services.

Working around the clock, the team at the centre respond to a variety of inquiries from across Australia. On average, a typical month sees over 7000 inbound calls and the processing of 8000+ parts orders. The centre currently processes almost 50% of HCA’s national spare parts demand each month. Parts orders can be processed centrally and stock selected from one or multiple locations to complete the requirement.

“With an experienced team, we’re equipped to deal with anything from parts interpretation, electronic orders for parts processing, customer email and phone orders through to inquiries from website and social media. We also assist customers to register and use the Hitachi

On-line parts order portal” said Charlie Coleiro HCA Customer Support Centre Manager, who heads up the team.

Damian Cockin leads the Fleet Management team which provides services such as customer maintenance reminders and machine alarms initiated by the Hitachi and John Deere satellite systems. The satellite information prompts the team to contact the customer and they facilitate access to technical assistance, book services or process parts requirements.

Since it’s opening, the centre has grown to meet the fast paced needs of the business and is continuously working in conjunction with all branches and departments to provide an extension of services to customers around the clock 24/7.

“Our 24/7 customer support centre will continue to develop it’s services to provide customers with a contact point to back up our branch network during business and after hours. Calling 1300 HITACHI provides access to our product range, parts, information and support services through to our wholly owned national branch network,” said Rick Moledo, General Manager of Shared Services at HCA.

CONSITE – A CONSOLIDATED SOLUTION

Wed, 24 Jan 2018 05:37:00 GMT

Hitachi Construction Machinery Australia Pty Ltd (HCA) offer a service to their customers called ConSite, which is an automated data report service specifically designed for Hitachi construction machines with satellite system access.

ConSite closely monitors the machines’ operational status and alarms, ensuring customers have optimally tuned machines to meet their specific needs. Operational data is relayed through the satellite and stored in the e-Service data base. The ConSite service then automatically creates an individual machine monthly report which is sent to the customer and the dealer along with emergency alarms. The alarm notifications are sent as they occur so that customers can identify operational issues with their machines in a timely manner.

Frank Geranio, Operations Support Manager in HCA Service says “The impressive ConSite system gives Hitachi owners access to their machines’ data information, accessible like never before. This gives our customers the ability to improve the management of their equipment and lower their operating costs.”

The monthly report allows customers to visualise the daily operating activities and efficiency levels of their machine along with a comparison to other Hitachi equipment of the same class and region. Monthly report data includes machine actual operational and non-operational hours, graphical representation of daily hours and fuel used as well as forecasting future dates and hours to assist with maintenance scheduling.

Additionally, the report provides a detailed list of any emergency alarm codes and alarm information. The monthly report can be viewed through the Global e-Service Owner’s site or email on a number of different devices including laptops, desktop computers, smart-phones and tablets. The Global e-Service Owner’s site also enables each customer to individually customise the equipment data providing a personalised view.

HCA’s 24/7 Customer Support Centre have a dedicated Fleet Management Team who monitor customer’s alarms and coordinate the dispatch of the alarms and monthly reports. Just recently, the alarm on a Hitachi machine for the Abnormal Crank Position Sensor was sent to the team whilst working on a construction site in Sydney’s South West. The team were able to resolve the issue with the customer and resolve the situation involving HCA’s Sydney Service Department.

“There are enough of these examples to prove ConSite has enhanced HCA’s ability through advanced technology to offer more in support services and assist customers to achieve the most out of their Hitachi machines” says Frank.

Coming in April 2018, the all new ConSite Oil will be released into the market taking the service to the next level. For machines fitted with the Hitachi on board oil monitoring system, the Hydraulic and Engine oil condition will be continuously analysed during machine operation and will detect changes against objective data. Where the oil condition is outside system parameters the ConSite system will send an alert to the customer and Hitachi service centre.

ConSite will then be able to provide a comprehensive reporting system for routine physical sampling of all machine oil compartments. Samples will then be sent to an ALS Laboratory where results will be uploaded to the Global e-Service database. Oil results outside safe parameters are then emailed to the customer, or alternatively - can log on to download and analyse the reports. Providing customers with all the important machine information in one convenient site.

For more information regarding ConSite, please visit http://hitachicm.com.au/support/consite or call 1300 HITACHI to speak to a customer service representative.

Did You Know? Autumn 2012

Tue, 29 Jul 2014 04:54:00 GMT

Hitachi preventative maintenance program (HPMP) is designed to help you cut costs while making the most of your equipment, through the practice of regular preventative maintenance.

The HPMP service agreement offer includes:

All Standard PM services (including manufacturer’s approved lubricants, labour and genuine parts) for 4 years / 8000 hours
All services will be performed in a twelve hour period Monday to Saturday Fixed price for term of the agreement
Advanced service planning call by Hitachi Construction Machinery Australia (HCA) Preferential booking of HCA labour
Discounted rates for all retail repairs over and above the scheduled PM services
Free Powertrain Warranty extension to 4 years / 8000 hours
No travel charges for warrantable repairs within the Powertrain Warranty period All manufacturer’s warranty conditions met by HCA
Probe oil analysis and conditions monitoring of major components
Free customer access to machine data through the
Hitachi Satellite E-Service Owners Site
Free disposal of waste oil and consumables
Full maintenance records maintained by HCA
Not applicable on all models application must be received before the first service

Contact your local Hitachi branch for more information on our HPMP program.

Remanufactured Components

Tue, 29 Jul 2014 03:56:00 GMT

The modern worksite demands maximum uptime and machine performance. Our customers are constantly challenged by increased pressure on profit margins and completing projects on time. This creates high expectations to lower operating costs.

Hitachi Construction Machinery Australia offers comprehensive remanufacturing and service exchange programs designed to deliver high quality, near new parts solutions at highly competitive prices.

The only difference between new and remanufactured components is in the price. Our programs ensure an equivalent level of performance and reliability to that of brand new components.

Whether it’s remanufactured components for Hitachi, Bell or John Deere equipment, our highly skilled and certified technicians replace critical parts with genuine components in accordance with strict OEM factory specifications.

The component rebuild process is streamlined for shorter lead times and higher availability. It also reduces waste associated with used components, and breathes new life into parts that have reached the end of their service life.

In addition to our reman capabilities, the service exchange program reduces downtime via the immediate replacement of repaired components using genuine parts. This process eliminates the time required for disassembly, repair or refit.

Our customers benefit from fast delivery of high quality product at a reduce price, thereby lowering their cost of ownership.

Continued investment has further expanded our capabilities with specialised remanufacturing workshops located in Adelaide, Brisbane and Muswellbrook.

As part of the remanufacturing program, we cover everything from hydraulic pumps and motors, track adjusters, engines and injectors through to turbo chargers and water pumps. Our service exchange program includes arm, boom and bucket cylinders, transmissions, engines and travel devices.

1300 Hitachi

Mon, 28 Jul 2014 07:32:00 GMT

Hitachi Construction Machinery Australia launches 24/7 national customer support

Hitachi Construction Machinery Australia continues to expand its national support capabilities through investment in both its people and facilities.

As part of an extensive global network and with 26 wholly-owned branches strategically located across Australia, we are in a strong position to meet our customers’ needs – 24 hours a day, 7 days a week.

We understand the importance of machine uptime and parts availability – that is why experienced parts interpreters and customer service specialists are available around the clock.

We are committed to customer service and preventative maintenance. Our dedicated team can facilitate breakdown management, emergency parts dispatch, or arrange a service call-out.

Our team has direct access to an extensive parts inventory and vital stock information across our network. This includes international parts depots allowing streamlined parts delivery to customers – day and night.

To speak with one of our experienced customer support representatives, please contact 1300 HITACHI (1300 448 224)