JLG Industries Inc has opened a fourth ServicePlus centre for customers in California, Nevada and Arizona, as part of its strategy to profit from its aftermarket business.

Kirsten Skyba, vice president for global marketing, says customer feedback influenced the opening of the new centre in Riverside, south of Los Angeles.

"Our customers are very concerned with lifecycle costs of their access equipment. As a result, our strategy remains to make aftermarket service, and ServicePlus, an important part of the value we offer our customers."

When JLG opened its third ServicePlus centre in Georgia in 2006, the telehandler manufacturer said it aimed to generate 35% of its consolidated operating profit from its aftermarket business (Forkliftaction.com News #283).

The Riverside customer support centre provides equipment service, mobile tech support, parts stocks and used equipment for JLG equipment rental and distribution customers.

Customers can also schedule operator, service and product training classes at the centre.

The team of 10 factory-trained technicians perform service and repair when rental companies and equipment distributors' technicians are busy.

Skyba says the number of technicians is expected to grow by 500% as business improves.

"We've been very successful at recruiting trained service technicians in the past because JLG offers a great work environment and compensation package.

"That's the case with Riverside too. We don't recruit techs from our customers but we look for mechanics that have all the basic mechanical experience and then train them on our products."

CB DeVoy, who has 25 years' experience in the equipment rental and service industry, is general manager of the Riverside centre. DeVoy reports to JLG global vice president and ServicePlus general manager Joe Dixon.

Other JLG ServicePlus centres are in Bedford, Pennsylvania; Houston; and Atlanta. JLG also has service facilities in Europe and Australia, including a reconditioning facility in Tonneins, France.