20.06.2008

JLG shifts Parts and Service responsibility

JLG says that it is moving the operational responsibility for its service centres and global parts distribution operations to Peter Bonafede, senior vice president - operations.
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Peter Bonafede

In recent years the parts and service business has tended to come under the wing of the heads of sales and marketing. In fact Craig Paylor, JLG’s president, was responsible for sales marketing and product support prior to moving to his new post.

In talking about the change Paylor said: “Peter is a long-time JLG executive, who has developed world-class manufacturing operations and teams. His expertise and leadership in these areas will help bring industry leading practices to our aftermarket support operations including parts distribution and machine refurbishment. In addition, he will actively support JLG’s initiatives to expand these operations globally.”

In a related announcement JLG has appointed Christopher Mellott, 37, to vice president – Ground Support, its new brand for all after sales support functions. Mellot will have worldwide responsibility for JLG’s service centres and aftermarket parts business, including Ground Support strategies, initiatives and business development.
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Chris Mellott

He will be responsible for business development and the implementation of strategies and tactics to enhance aftermarket support for JLG customers including reconditioning, repair and maintenance services, mobile service, aftermarket parts and used equipment sales.

Mellot joined JLG in 1995 and has held management positions in sales, service, customer support and product management, most recently as vice president, customer assurance.

Vertikal Comment

After sales support usually falls within the sales and marketing function, given it is a customer facing role intertwined with the selling and marketing of a product. However many companies have made their after sales support operations into a separate business unit with its own senior manager at board level.

It is also a function that is moved back and forth between operations/manufacturing and sales, as different managers hold different views of where it should fall in the organisation.

It is slightly surprising to see JLG's newly branded Ground Support business report in to the head operations, eminent as he is. One might have expected Paylor to have appointed a senior vice president of Ground Support, reporting directly to him, given the growing importance of this part of the business.

One of the most important factors will be how well this global aftermarket management connects in to the local sales and service companies, particulalry in Europe.