Adtrans Hino’s Marrickville dealership is proof that smart layout, structured operations, and strong OEM support can deliver exceptional results in service performance and customer satisfaction. At the heart of this transformation is Geoff Mallett, Aftersales Manager, who has overseen a complete redesign in the way parts and service work together to drive efficiency and productivity.
From Pits to Hoists – Rethinking Workshop Design
When the Adtrans Hino team relocated from Mascot to Marrickville, the move wasn’t just about a change of address—it sparked a full rethink of workshop design and workflow. “We went from having pits to having multiple hoists, so a B-service on a Hino can be done all in one spot. It doesn’t leave until it’s completed,” Geoff explained. At their previous site, trucks had to be moved multiple times to complete the same task.
The new hoist-based layout reduces internal vehicle movements and keeps each job with the same technician from start to finish. “Using Hino’s service efficiency program, we can tailor that to make it work. And it’s worked really well,” he said.
Doctors and Nurses: A Smarter Workflow
Geoff uses a simple analogy to explain how the parts and service teams now collaborate. “The technicians are the doctors. Parts are the nurses,” he said. “Rather than having techs stop and walk to collect parts, now the parts team delivers directly to them on the floor.” This new approach has cut downtime, improved flow, and according to Geoff, lifted productivity by around 10%.
Before this change, technicians wasted valuable time sourcing parts and waiting for approvals. “There was a lot of standing around,” he noted. Now, parts quotes and approvals are done via email, and parts are pre-picked and delivered directly to the service bay. The result? Technicians stay on the tools and trucks leave the workshop faster.
Hino Kits Save Time and Build Trust
One of the quiet heroes of this streamlined approach is Hino’s service kit. Geoff is a strong advocate for their role in simplifying inventory and improving service accuracy. “Hino has a major kit which includes all the seals and nuts in one package,” he explained. “It’s easier for the parts team and makes the technician’s job more efficient.”
Adtrans Hino also uses these kits as a foot in the door to convert aftermarket parts customers to Hino genuine parts. “We’ve actually given away a couple of service kits and encouraged the technician to use it. They can feel the difference in the O-rings and seals. The feedback has been really positive,” Geoff said.
Leveraging Genuine Parts to Win Over the Market
Selling genuine parts to cost-conscious fleets can be a challenge, but Geoff sees real wins when the decision-maker listens to their technician. “It’s all well and good for the person paying the invoice to look at the price, but when the techs say it’s better and easier to use, that carries weight,” he said. He’s found that once a customer tries a genuine kit and sees the difference, they’re more likely to stay with it.
Building for Growth, Not Just Capacity
Even though the new Marrickville site looks full, Geoff sees room to grow. “We’ve the right balance now, but we’re looking to grow,” he said. The efficient layout and new workflows have not only increased throughput, also improved the overall culture. “We’ve built a great culture within the team and made it work very well.”
That culture has been underpinned by support from Hino. From service kits and systems to diagnostic tools and training, Geoff credits the OEM for laying a strong foundation. “It was a starting point. We modified it to accommodate our equipment needs, but the Hino guys had foundations there that we built on. It’s been really good.”
A Model for Modern Dealership Service
What Geoff and the Adtrans Hino team have achieved is a prime example of how dealership aftersales operations can modernise to meet today’s customer expectations. The lessons are simple but powerful:
- Design your workshop for efficiency, not tradition
- Treat parts and service as a collaborative team
- Use OEM tools and kits to drive speed and accuracy
- Empower technicians to stay focused on their work
- Build loyalty through product quality and technician feedback
In an industry where time is money, Geoff Mallett and the team at Adtrans Hino have proven that smart systems, better workflow, and strong manufacturer support can deliver the kind of customer service that keeps trucks rolling and clients coming back.
