At first glance, City Hino’s Sydney dealership is a modern, well-equipped site delivering sales, service and parts to customers across metropolitan Sydney. But behind the roller doors and polished bays is a finely tuned operation that’s obsessed with one thing: efficiency.
From purpose-built hoists to advanced workflow programs and real-time parts delivery, the service team at City Hino has embraced a smarter, faster, more effective way of maintaining and repairing trucks. And the result isn’t just a better workshop—it’s a better customer experience.
Efficiency by Design: The $5 Million Upgrade
The City Hino site wasn’t always a showcase of productivity. When the Suttons Group acquired the location, the building was in poor condition and under-utilised. But through a $5 million investment, the site was transformed into a highly functional, high-volume truck service centre.
“We added three new hoists, expanded the roof, installed oil reels, upgraded staff amenities and added air and grease lines to every bay,” explained Daniel Glynn, General Manager at City Hino. “We’ve opened up the layout and built a workshop that’s designed around movement, flow and accessibility.”
Fixed Hoists for Faster Turnarounds
One of the biggest upgrades was the installation of a 35-tonne fixed hoist. “Previously, we had to use column lifts for everything,” said Daniel. “It could take 40 minutes just to get a truck in the air. Now, the tech drives in and lifts it in five.”
The mobile columns are still in use for major work, like gearbox replacements. But for servicing, inspections and routine maintenance, the hoists have dramatically increased throughput. “It’s all about keeping bays moving and keeping jobs on schedule,” said City Hino Service Manager Joe Meake.
Real-Time Parts Delivery to the Bay
One of the standout process improvements came from analysing the steps a technician takes in a typical day. “We worked out that if a tech walks back and forth to the parts counter for just 15 minutes a day, it adds up to a ridiculous amount in lost time and sales,” said Con O’Leary, City Hino Parts Manager.
So the solution was simple: bring the parts to the tech.
“We added a second person at the back counter and now pre-picked parts are delivered to the bay,” Con explained. “They’re not just sitting behind a counter—they’re actively involved in keeping jobs flowing.”
Hino’s Service Efficiency Program: Built for Local Conditions
City Hino was one of the pilot sites for Hino Motor Sales Australia’s service efficiency program, developed in partnership with Hino Motors, Ltd in Japan and adapted for Australian conditions. The program standardises workflows so technicians follow a proven, step-by-step process around the truck.
“We took a Japanese process and modified it locally with City Hino’s input,” explained Gus Belanszky, General Manager – Service and Customer Support at Hino Australia. “We developed special tooling, refined the workflow, and worked with the team to build something that actually works in a busy Australian workshop.”
Jamie Killorn, the regional service manager from Hino, conducts regular checks to ensure the process is being followed and continuously refined.
Teaching Apprentices the Why, Not Just the How
For Joe Meake, the program’s greatest strength is that it’s teachable. “It’s easy to pass on to apprentices because it’s structured,” he said. “They’re not just told what to do—they understand why each step matters.”
But it’s also a cultural shift. “Back in the day, we used to race each other to see who could finish a service the fastest,” said Joe. “Now, we’re coaching efficiency as a mindset. Repeating the process until it becomes second nature.”
Daniel adds, “Not every technician wants to be taught. But the ones who do—they get faster, better, and more reliable every week.”
The Payoff: More Trucks, Better Turnaround, Happier Customers
All this efficiency adds up to one thing: more trucks through the workshop with less downtime and higher quality outcomes. “In the truck world, customers don’t expect same-day like a car service—but if we can do it faster and do it right, we win their trust,” said Joe.
Whether it’s early morning fleet jobs or urgent end-of-month deliveries, the team at City Hino is prepared. “We know what’s coming, we know what parts are needed, and the workflow is already mapped,” said Daniel.
What It Means for Fleet Managers
For fleet buyers and operators, service efficiency isn’t just a buzzword—it’s the difference between uptime and delays, between a vehicle delivered on time and one stuck in a queue.
City Hino’s investment in its workshop, processes and people means less waiting, fewer surprises, and a higher standard of service. And while much of it happens behind the scenes, the outcome is very visible.
As Daniel puts it, “The customer doesn’t need to know how it happens—they just need to think, ‘That was easy. I’ll go back there again.’ That’s what service efficiency really means.”
