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“We look at a project like this and the relationship with the customer as a long-term marriage,” says Roald de Groot, Sales Director for Vanderlande Australia. “We’re here to support and guide Toyota WA every step of the way – which is why we have a service technician on site who can deal with any emergencies and carry out preventative maintenance activities.”
A “boots-on-the-ground” role
That service technician is Nathan Dobis, who has a “boots-on-the-ground” role. “I’m looking after the electrical and mechanical side of things, and liaise with the customer to deal with any issues that might arise,” he says. “The benefit of having someone like me on site results in minimal downtime for the system, which means Toyota customers get their parts on time.”
Nathan’s day-to-day activities include regular inspections of the equipment, jam-busting, checking any faults that may have happened overnight, and carrying out general servicing activities.
Becoming part of the team
The new facility marks Toyota WA’s first step into logistics process automation, having moved from smaller premises that were completely reliant on manual handling. Nathan’s availability is helping the Toyota team as it familiarises itself with the new systems and equipment.
“I think it’s important to have the support, especially if there are any issues or concerns with ADAPTO,” says Mark Phillips, Distribution and Logistics Manager with Toyota WA, who is responsible for making sure the DC’s KPIs and targets are met. “We work very closely with Nathan – he’s become part of our team and attends all of our start-up meetings.”
Building a great relationship
For Roald, providing daily support is helping to cement a great relationship with Toyota WA. “I think it has matured during the course of the project,” he says. “From sales to execution, and now through to service, we have built a really good connection with the customer.”
“The whole crew here – whether it be managers or employees – have really made me feel part of the team, part of the family,” adds Nathan. “We add value to Toyota’s mission by ensuring that all of our systems and equipment are running smoothly. That in turn will ensure that the Toyota drivers of Western Australia will never be stuck on the side of the road.”