How does JLG ensure greater serviceability of its MEWPs and streamline troubleshooting to increase uptime for customers?
JLG focuses on robust machine design, rigorous quality testing, and comprehensive pre-delivery inspection to ensure longevity and ease of service. Serviceability is a core consideration, and we continuously enhance our designs, procedures and training based on customer feedback. We have built a strong service network, including our own facilities, third-party partners and distributors.
Our service ecosystem is supported by:
JLG Analyser: A diagnostic tool used for over 25 years to familiarise engineers with tool usage and menus.
Documentation: Free access to electrical/hydraulic schematics, service manuals and parts manuals on the JLG website.
JLG Online Express: A state-of-the-art portal offering a plethora of tools, including manuals; 2D and 3D schematics; a knowledge database with over 877 articles on troubleshooting and diagnostics; ‘My JLG’ request for direct support from various departments; ClearSky Smart Fleet for remote monitoring of failure codes; local or regional technical training by experienced trainers.
Do you offer service and inspection plans? What is the demand like?
Yes, we offer service contracts in key markets, ranging from annual inspections to comprehensive maintenance plans with monthly or annual fees. The demand is growing, particularly among end-users seeking to manage total ownership costs and obtain direct manufacturer support. Rental companies’ demand varies based on their size and workshop capabilities, with a focus on larger equipment due to the specialised skills required for effective service.
JLG maximises uptime, parts availability
Can you summarise your parts provision, including inventory and warehouse locations?
JLG emphasises uptime with a large inventory, aiming for high stock availability. We maintain over 70,000 active part references, with an interactive online platform, Online Express, that simplifies part ordering. Our EMEAI parts distribution centre in the Netherlands achieves over 99% pick and pack accuracy, leveraging the best logistics methods for extremely swift delivery times.
What proportion of your parts business is online, and what is the growth trend?
Online ordering through Online Express has increased significantly, rising from 75% to 90% of total orders in the EMEAI region over the past three years. This trend is expected to continue due to global digital adoption and the platform’s user-friendly features. Online Express not only facilitates parts ordering but also provides interactive manuals, 3D hydraulic schematics, knowledge articles and ClearSky Smart Fleet, our leading fleet management and communication platform. More information about the JLG ClearSky Smart Fleet is available at JLG’s SmartFleet website.
Have new drive train options increased the number of parts lines you carry?
Yes, the introduction of diverse drive train options like lithium, hybrid and hydrogen has expanded our parts inventory. We continue to support new technologies and a large fleet, including parts for mixed-fleet repairs. Despite the growing number of parts lines, we maintain a high stock availability, aiming to fulfil over 90% of orders directly from inventory.
Have supply chain challenges improved, and is parts availability better now?
While supply chain challenges persist, we have improved by diversifying our supply base and enhancing operational efficiency. This has led to fewer shortages and better availability, reflecting our ability to adapt and provide an improved customer experience despite ongoing macro-economic fluctuations.