Success in the truck industry doesn’t happen in isolation. It takes teamwork, alignment, and shared commitment across every part of the supply chain. For City Hino in Sydney, that partnership begins and ends with Hino Motor Sales Australia—and it’s a relationship that continues to deliver results for customers and the dealership alike.
“We can’t do it without them—and they can’t do it without us,” said Daniel Glynn, General Manager at City Hino. “It’s a collaboration. Not just in words, but in action. Every day.”
Whether it’s ensuring the right parts are in stock, refining service processes, or supporting new product launches, the relationship between City Hino and Hino Australia has evolved into a high-performing model of dealer–OEM cooperation.
Building the Business Together
City Hino’s rise to become a top-performing Hino dealership didn’t happen overnight. It was the result of long-term investment—both financially and operationally—alongside active support from the OEM.
“In parts, we were underachieving back in 2017,” Daniel admitted. “Through hard work, finding the right people, and collaborating closely with Hino Australia, we turned that around.”
Today, City Hino leads the network in several key metrics and was awarded Hino Dealer of the Year in 2024—an accolade shared with pride between the local team and their Hino counterparts.
“We won, but we made sure HMSA were in the photo too,” said Daniel. “They’re part of the journey.”
Co-Designing New Facilities and Processes
When Suttons Group acquired the City Hino site, it needed a full transformation. That included new hoists, oil systems, warehouse design, and service process optimisation.
Enter Hino Australia.
The OEM worked side-by-side with City Hino to implement best practice standards—borrowing from Toyota’s global experience and adapting it for Australian workshops. “We were the pilot dealer for the Hino Service Efficiency Program,” Daniel said. “It wasn’t just rolled out to us—we helped develop it.”
Gus Belanszky, General Manager – Service and Customer Support at Hino Australia, confirmed the dealership’s role. “City Hino were involved in shaping the program locally. We worked with them to refine the tools, the layout, and the technician workflow. It’s now rolled out nationally.”
The program not only boosted workshop productivity—it became a foundation for coaching apprentices, improving uptime for fleets, and delivering a more consistent customer experience.
Flexible Parts Support That Keeps Trucks Moving
City Hino’s parts operation is another example of how the OEM relationship supports real-world outcomes. “Our parts rep from Hino, Sam Keobounnam, is on the phone with us multiple times a day,” Daniel said. “They’re deeply involved.”
With more than 300% growth in warehouse capacity and award-winning performance, City Hino’s stock management has become a strength. But it doesn’t operate in a vacuum.
“Sometimes Con O’Leary our Parts Manager needs to pull parts from another truck to complete a time-critical delivery,” Daniel explained. “We’ll be in contact with Hino straight away to coordinate. It’s that level of trust and agility that makes it work.”
Responding to Market Trends—Together
The partnership extends beyond the walls of the dealership. From new product launches to changes in customer buying patterns, Hino and its dealers work together to understand and respond to market needs.
“We’ve had councils ask us to quote a 300 Series Hybrid Electric for bin deliveries and a diesels equivalent for collections,” Daniel shared. “That wouldn’t happen if Hino hadn’t pushed the Hybrid Electric and supported us with training, demos, and technical info.”
It’s a similar story with Hino-Connect telematics. “At first, our sales team was unsure of it,” Daniel admitted. “Now we get monthly updates from Hino – they’ve helped us activate almost every unit, and customers are seeing the value.”
Keeping the Focus on the Customer
At the heart of this partnership is a shared goal: helping the customer succeed.
“Whether it’s a parts swap, a service van deployment, or a last-minute accessory fitment, the customer doesn’t see the background noise,” Daniel said. “They just want to pick up the truck and go to work. That’s what we all focus on.”
Gus from Hino agrees. “Our best dealers are the ones who treat us like part of their business, not just a supplier. City Hino does that.”
A Dealer–OEM Relationship That Sets the Standard
In an era where supply chains are stretched and customer expectations are rising, the strength of the dealer–OEM relationship is more important than ever. For City Hino, the partnership with Hino Motor Sales Australia isn’t just helpful—it’s fundamental to how the dealership operates.
“The back end of Hino is solid,” Daniel said. “About 95% of what needs to happen just happens. That’s rare in this industry.”
Fleet Note
When you choose Hino, you’re not just buying a truck—you’re buying into a network of dedicated partners working behind the scenes to keep your vehicles on the road. City Hino’s collaboration with Hino Australia is a prime example of how strong dealer–OEM relationships lead to better service, better support, and better business outcomes.
