Aftersales Boost for Truck Market Leader

March 7, 2023

Long-term truck market leader Isuzu Australia Limited (IAL) has reaffirmed its customer-centric focus with the appointment of industry veteran Brett Stewart to the position of Head of Aftersales.

With more than 30 years’ experience within a range of industry positions and more than 10 years with the Isuzu Trucks brand, Mr Stewart has previously held the role of Isuzu’s National Service Manager, National Service Technical Manager and worked within several technical support roles.

The new Head of Aftersales position was developed as part of IAL’s recent structural realignment, designed to reinforce the critical nature of aftersales by merging the customer facing elements of Parts and Service into one cohesive unit.

Experience to Burn

Mr. Stewart’s career in the heavy vehicle industry dates to the mid-1990s when he got his start as an apprentice mechanic for a leading automotive OEM, however the truck industry is where he wanted to be and soon after his time moved over to the heavy stream and has spent his career in retail and fleet transport workshops.

Ben Lasry, IAL Head of Sales and Aftersales said Mr Stewart’s unique experience at both ends of the spectrum made him an ideal choice for the crucial role of Head of Aftersales.

“Brett’s experience in the road transport industry stands as an extremely valuable asset to Isuzu and he was a natural choice for this senior position within IAL,” Mr Lasry said.

“It’s no secret the Australian truck market has had a huge couple of years, with many additional trucks now on the road and operating across a range of applications.

“Isuzu sales topped 13,360 units in 2022, an increase of 34.8 per cent over the past 12 months, so we’ve identified the need to give this area of our business the boost required to meet the aftersales and support needs of our many customers.

“Having Brett in the seat instills a great deal of confidence and ultimately our customers will be the true beneficiaries of his knowledge and abilities.”

Aftersales Reimagined

A true heavy vehicle veteran, Mr Stewart said he was looking forward to bringing his vast experience to cater for all levels of Isuzu’s new-look aftersales ecosystem.

“I have been involved with the heavy vehicle industry all my working life and understand the needs of customers from a post-purchase point of view,”Mr Stewart said.

“It’s all about building customer relationships, which can last years and many vehicle purchases.

“Smashing sales records like Isuzu did in the past 12 months means significantly more customers to satisfy.

“Heading-up this new business structure is a huge opportunity personally and positions IAL well for continued success whilst addressing growing pain challenges and future proofing our expansive dealer network.”

Responsive

Addressing these challenges, Mr Lasry reaffirmed IAL’s focus on this area of the business from a customer viewpoint.

“With demand for uptime being at the strongest the industry has ever seen, our realignment ensures we have the very best people and structures in place,” he said.

“In both Brett’s appointment and the amalgamation of the aftersales teams, our dealer network will get the assistance it needs whilst aligning outcomes closely with Isuzu’s customer-first support philosophy.

“Complementing this overarching approach, we’ve also set up a stand-alone supply chain management division, providing better quality and more timely outcomes for the customer.”

Customer First

Having worked in roles across the spectrum, from sweeping the floor as an apprentice mechanic to rebuilding engines and managing a transport fleet, Mr Stewart said he’s looking forward to a fresh challenge.

“At the end of the day, if the wheels aren’t turning, our customers aren’t making money,” Mr Stewart said.

“I understand the need for good product, good people and outstanding relationships and that’s what Isuzu provides.”