LiuGong, Cummins Alliance to Strengthen Customer Service

April 11, 2012

An alliance between LiuGong Construction Machinery and Cummins will enable LiuGong dealers to become certified and authorized Cummins Service Providers. Cummins dealers will certify and annually recertify LiuGong dealers in an effort to “streamline repairs,” according to LiuGong’s deputy general manager for global after-sales support, Dan Collins.

“This partnership was put into place to ensure that both LiuGong and Cummins have the after-the-sale structure in place to provide outstanding customer service and deliver maximum uptime to our customers,” he said.

Traditionally, a LiuGong equipment owner would need to take their equipment to their local LiuGong dealer for any warranty related service issue except those related to the engine. When an engine repair was required during the warranty period, the customer or their LiuGong dealer would have to contact their closest Cummins distributor to perform the service. By becoming certified, LiuGong dealers will be able to work directly with a Cummins distributor to secure genuine Cummins parts to perform their customer’s required engine maintenance or repair. Not only does this provide a level of convenience to the customer, but is also provides LiuGong dealers with an additional revenue stream.

There are three levels of certification currently available to LiuGong dealers: Maintenance Dealer, Repair Dealer and Full Service Dealer. In order to attain these certifications, LiuGong dealers must complete technical and warranty training through their local Cummins distributor, maintain a consistent parts inventory and invest in the tools necessary to service the engines they are certified to work on. Depending on the level of certification/s received, the dealer may complete maintenance only, maintenance and external repairs or all internal and external warranty repairs on the engine/s.

Through this alliance, LiuGong and Cummins are able to assure customers that all LiuGong products powered by a Cummins Engine receive superior engine support.

“In the equipment business you need to live and breathe service,” said Fred Rideneur, general manager of business operations for LiuGong North America. “Any minute a piece of equipment is down, it’s costing the customer money. By establishing a partnership between the local LiuGong dealer and closest Cummins distributor, we’re making sure that we can service all aspects of our customers’ machines. If we can service them, we can guarantee them that we’ll be able to minimize any unplanned downtime.”

To date, three LiuGong dealers have received their Cummins Certified Service Provider designation through this program: Equipment East in Massachusetts, Anderson Machinery in Texas, and Midwest Loader Sales in South Dakota.