For Adtrans Hino, moving from Mascot to Marrickville wasn’t just a matter of finding a new location—it was an opportunity to reimagine the business. Dealer Principal Mark Reynolds shared how the move has led to a purpose-built workshop, a more connected customer experience, and stronger collaboration across departments.
From Forced Relocation to Purposeful Redesign
The move came about unexpectedly. “We were unfortunately asked to vacate Mascot due to the owner of the property wanting to renovate and convert it into an Aldi store,” Mark said. “We had to get out by August 2023.”
Finding suitable industrial space in inner Sydney proved difficult, especially with strict planning controls. But the Marrickville site, – featuring two large buildings and front and back yard space, presented a rare opportunity. “What we’ve done is guide ourselves to create a very efficient and productive workshop,” Mark explained. “People can come in, park, get their truck serviced and have it finished the same day.”
Delivering for the Customer, Not Just the Business
Efficiency and productivity were the goals, but not at the expense of customer service. In fact, Mark believes the new layout has enhanced it. “Productivity has increased, efficiencies have increased. Customer service is at its premium” he said.
Every part of the facility has been designed to reduce downtime and deliver a streamlined experience. Sales, service and parts operate from the same site, with the ability to display trucks undercover and deliver vehicles directly to customers or fleet locations.
And the results show. “Marrickville is very, very unique, very, very successful,” Mark said.
Matching the Vehicle to the Customer Base
One of the unique aspects of the Marrickville dealership is its customer profile. Located in Sydney’s inner west, the branch services a different market to the heavier truck corridors found further west. “Traditionally, from Brookvale through to Coogee and Maroubra, our customers are plumbers, builders, carpenters, landscapers—smaller operations,” Mark said.
That means the Hino 300 Series is the core product, and the team is attuned to the needs of owner-operators, tradespeople and small business owners. “As you go further out west, it gets to be a much more truck-heavy corridor with larger fleets. Our Smeaton Grange branch looks after those.”
By understanding the local market and tailoring their offering, Mark’s team ensures every customer—from single-truck tradies to corporate fleet buyers—gets the right truck and the right support.
Cross-Department Collaboration is the Key
Mark is proud of the way the Marrickville dealership operates as a cohesive unit. “Although we have two sites, we have an essential team. Sales, parts and service all communicate well. That’s the feedback we get from customers—we provide good support.”
He credits much of this to internal communication. “Stewart [Sales Manager] can sell a truck, but Geoff (Aftersales Manager) needs to be able to support it. And he does that very well,” Mark said.
By fostering collaboration rather than silos, Adtrans Hino ensures that what’s promised in the sales process is delivered in the service bay.
Technology and Telemetry: Turning Features into Benefits
Mark is also seeing changes in how customers engage with technology like Hino-Connect. While OEM telematics used to be the domain of large national fleets, more owner-drivers and small businesses are seeing the value.
Customers want to monitor their vehicles, access fuel data, and improve driver performance. “Historically, it’s been about ‘where’s my truck?’ but now it’s about efficiency and insight,” Mark said.
That shift in mindset is mirrored internally. “There’s been a massive change in the last year and a half with the sales managers,” he noted. “Now everyone’s on board and they push it because they see the benefits.”
A Future Built on Trust and Efficiency
Adtrans Hino Marrickville is more than a dealership—it’s a model for how to deliver value in a competitive market. Mark Reynolds has led a cultural and operational transformation that puts the customer at the centre of every decision, from workshop layout to sales strategy.
“We pride ourselves on being connected. Our land, sales, parts and service teams work as one,” he said. “The customer sees that—and that’s why they keep coming back.”
In an industry built on reliability, that kind of consistency is priceless.
