An aerial work platform is not just a machine: it is the key to progressing safely, day after day, on job-sites. That’s why Haulotte Service places people at the very heart of its mission: supporting each customer throughout the lifecycle of their machines, combining technical expertise, on-site proximity and digital solutions.
From left to right: Thierry SEON – Director of Customer Service, Guillaume MERCIER – Parts Business Group Manager, Nicolas MARGAINE – Head of Service Marketing.
“Our mission is to be present at every stage of the customer journey: from the machine’s first start-up right through to its refurbishment ten or fifteen years later,” explains Nicolas Margaine, Head of Service Marketing. “We want our customers to feel supported, understood and backed-up, whatever their situation.”
A trusted relationship that lasts
The story often begins as soon as the machine is started up. Then, over the years, Haulotte teams stay alongside the users via a complete service offering: technical support (by phone, on-site or in workshop), maintenance contracts, warranty extensions, genuine spare parts and tailored training.
“Our customers know they can rely on us to guarantee the performance and safety of their machines,” emphasises Guillaume Mercier, Parts Business Group Manager. “Genuine spare parts and our maintenance solutions extend the equipment’s lifespan and limit unexpected downtime”. Ordering genuine spare parts remains the best long-term investment : tests show that genuine parts improve performance and reliability while reducing total cost of ownership and operating costs.
Connected tools serving proximity
Technological innovation isn’t an end in itself, but a way to be closer, more responsive, more efficient.
Thanks to SHERPAL, Haulotte’s in-house telematics solution, teams can anticipate failures, diagnose a fault remotely. “We thereby avoid unnecessary travel, while ensuring better machine availability,” explains Thierry Seon, Director of Customer Service.
Tools such as Haulotte Activ’Screen or the video-diagnostic (Haulotte Live Assist) enable us to support technicians in real time and strengthen their autonomy. “It’s our way of combining human and digital, without ever replacing the direct relationship,” he adds.
Local teams, worldwide
Operating in 20 subsidiaries, Haulotte Service relies on an international network of technicians and trainers. “Each customer benefits from a nearby contact, who speaks their language and understands their constraints,” says Thierry Seon. With over 40 active trainers able to teach in 11 languages, the company focuses on knowledge transfer and continuous upskilling. “Training in the technician’s own language is essential for transmitting skills: it’s a guarantee of efficiency and safety,” confirms Nicolas Margaine.
In the subsidiaries’ repair workshops, some machines get a second life via the ‘Second Life’ re-conditioning programme. Partially repaired, repainted, they go back to job-sites “as good as new”. “Customers have already called us thinking we had delivered a new machine!” recounts Thierry Seon. These re-conditioning operations are part of the group’s ESG approach: prolonging equipment lifespan, reducing waste and limiting the carbon footprint. (>More about)
A durable and connected vision of service
Haulotte Service continues its digital transformation to offer customers a smooth, simple and personalised experience.
Thanks to connected tools and remote assistance, interactions are simplified, interventions optimised and responsiveness strengthened. “Digital helps us stay close, even at a distance — notably thanks to our latest remote diagnostic solution Haulotte Live Assist,” concludes Guillaume Mercier. “But what really makes the difference are the men and women at Haulotte Service, committed every day to our customers’ satisfaction.”
Through Haulotte Service, the group demonstrates that high-performing customer support relies as much on human proximity and competence as on the power of digital tools. Combining expertise, responsiveness and sustainability, Haulotte Service is establishing itself as a key partner to support customers towards more efficient and responsible use of their machines.
