Haulotte North America Sets Priorities: Service. Service. Service.


To demonstrate the importance of the North American market, Jose Monfront, the chief operating officer of Haulotte Group worldwide, has relocated to North America to work closely with the management team and bridge any gaps that would deter from the top priorities for the zone.

At the recent American Rental Association tradeshow in New Orleans, Monfront (whose first name is pronounced Jo-zay’) and Haulotte North America’s Director of Marketing, Tami Becher, took a few minutes to talk with Lift and Access about Haulotte North America’s priorities and direction.

Monfront said his top three priorities as the new head of Haulotte in North America are simple: 1. Service. 2. Service. 3. Service. “As the world’s largest market for aerial work platforms, North America is very, very important,” he said. “It represents about half of the world’s aerial work platform sales.”

Becher noted that Haulotte’s having committed someone of Monfront’s experience and stature to oversee its North American operations bespeaks the company’s commitment to supporting U.S. and Canadian customers. “Jose has extensive experience in operations management," she said. "He is here to help make the whole North American organization better, particularly in responding to the voice of the customer and in providing world-class support."

Becher and Monfront both spoke of the new training and customer call center Haulotte is establishing in Frederick, Md. One of its key aims is to provide fast response to customer service questions and parts requests. Becher noted that customer-service director Steve Gooding is moving coast to coast, from the state of Washington to Maryland, in order to take charge of the center. Monfront, himself, will split his time between Haulotte’s Archbold, Ohio, headquarters and Frederick.

“We are going to improve our spare-parts inventory and shorten parts delivery times, as well as dramatically speed up our response to customer calls for technical assistance,” Monfront said.

Monfront noted that Haulotte has begun to build more of its products for North American customers at its U.S. facilities. He expects that trend to grow. “Haulotte is focused on the voice of the customer," he said. "It guides us in designing new products that have the features and quality customers in each region ask for. We are listening to North American customers and are tailoring our products to meet their needs. We will do the same with after-sale product support.”

Becher said that by the end of 2012 Haulotte will introduce the first product co-engineered by Haulotte designers in the U.S. and France. She says that there will even be two identical prototypes, one tested in Ohio and the other in France. The final product will be manufactured in the United States.

“Haulotte makes an excellent product," Monfront said. "We are going to bring our service support to that same level of excellence by listening to our customers and responding to their needs.”