Equipment operators aren’t the only ones having to learn about new technologies like GPS machine control and telematics.
In this episode of The Dirt, we get the dealership’s perspective on the rapid advancements in the equipment industry and how to ensure their customers are being served as well as possible.
Vince Pagano, senior vice president for Highway Equipment & Supply Co., a Volvo CE dealership in Pennsylvania, discusses the challenges dealers face in keeping up with new technology.
For Highway Equipment & Supply, the challenge has meant making sure salespeople are equipped with the knowledge to help customers get the technology they need. Dealers also need to make sure customers are properly trained on the new technology, and their service departments have to be prepared to install the equipment as well as perform the necessary software updates.
Because of the rapid increase in demand for new technology, Highway Equipment & Supply created a new position for IT service support. The job involves focusing on updating customers’ machine software, as well as keeping up with any internal software updates for its technicians. The new position saves technicians from having to spend valuable time performing lengthy software updates – time better spent servicing equipment.
Another area of technology dealerships handle is telematics – offsite monitoring of equipment to let the customer know of upcoming service needs and troubleshooting any mechanical problems. One challenge becomes making sure you’re getting the customer the right information at the right time without overloading them with data.
So if you’ve ever wondered about the dealers’ side of equipment technology, check out the latest episode of The Dirt.
