How Rotator’s after-sales team keeps the wheels turning

Finnish construction machinery and equipment dealer Rotator celebrates its 40th anniversary of working with Hitachi Construction Machinery (Europe) NV (HCME) this year. Over four decades, Rotator has committed to providing the best after-sales service to its customers, keeping the wheels turning often in the most challenging conditions.

Changing customer needs

Its employees have always understood the importance of preventive maintenance and the quick availability of spare parts, but customer requirements have changed over the years. “Through the decades, the need for spare parts has decreased, and Hitachi Construction Machinery (HCM) machines are operated for more hours than ever before,” says Rotator Marketing Director Janne Salomäki.

The industry’s maintenance culture has also changed. “More contractors want to focus on their core competence, and have outsourced maintenance and the upkeep of their equipment to Rotator,” he adds.

Maintenance matters

As a result, maintenance contracts and extended warranties are proving popular, giving contractors additional peace of mind. According to Reino Hevonkorpi, Service Workshop Foreman at Rotator’s Pirkkala office, the number of maintenance contracts taken out for machines is continually increasing. “It is a very easy and cost-effective solution for the customer, and it makes their work easier,” he says.

Reino has worked at Rotator for 20 years and initially started as a service mechanic. During his time at the dealer, he has seen how HCM equipment has evolved. “The machines have developed so much in the last 20 years, moving in the right direction, with a lot of information technology and various features. They can now be monitored remotely, which makes maintenance work and troubleshooting much easier.”

Keeping pace with new technology

Reino’s team is supported by Ari Uusinukari, who works in technical support and has been with Rotator for 28 years. “During my career, many things have changed,” he says. “Working with HCM has been challenging at times, but overall, interesting and intriguing. The most challenging aspect of my role is new technology, since it advances so quickly. At the same time, it is also interesting, because of the fast-paced technological developments.”