Interview – Dietmar Franke, Head of Sales Trailer Europe

Question: In which situations do customers typically contact your team?

Most customers reach out to us in urgent situations, often when a problem needs to be resolved quickly. As a result, there is usually a high level of pressure on the customer’s side.

Question: Through which channels do customers contact you?

Email is the most important communication channel. We receive a large number of inquiries this way, particularly regarding delivery times and product availability.

In addition, customers frequently maintain direct personal contact with our colleagues in both field sales and inside sales.

Across Europe, we also provide central contact points for each country, which customers can use to reach us.

Question: Who are your main contacts?

Anyone who comes into contact with our products may reach out to us. Our contacts include employees of vehicle manufacturers, transport companies, workshops, spare parts dealers, and many others.

Our field sales teams often act as the first point of contact and open doors to customer relationships, while our inside sales teams provide operational support.

Question: What role does digital support play?

We already provide a wide range of information on our website. In addition to the relevant JOST contact details for each region, customers can access all important product documentation there.

Another key tool is our Part Finder for JOST axles and TRIDEC products, which enables customers to identify the right parts quickly and easily.

Question: What makes your service special?

Our products often require expert explanation and consultation. This is not a traditional catalogue business. Across all product categories, we offer a broad portfolio that frequently requires individual advice.

This is exactly where our strength lies: we provide in-depth technical expertise and support customers in selecting and configuring the right products for their applications. It is important to us that the premium quality of our products is reflected in the quality of our customer service.

Question: How is your service organization structured internally?

We work as a highly connected team. Whenever specific expertise is required, everyone knows who can provide support.

For questions related to specialized product areas, such as TRIDEC or Hyva products, we involve the appropriate experts directly.

We also invest heavily in training and development. Regular training sessions are conducted in close cooperation with Product Management and Product Development, creating strong collaboration across departments.

Question: What qualities distinguish your Customer Service employees?

The work is both challenging and diverse. It requires strong technical understanding, extensive product knowledge, and a keen awareness of our customers’ needs.

Our teams around the world are highly qualified, and this expertise makes a significant difference in the level of service we provide.

Question: How does JOST position itself when it comes to service?

We are a globally operating company with a strong focus on product and service excellence. At the same time, we follow a local-to-local approach, emphasizing local availability, local supply chains, and fast responsiveness.

We provide not just individual products, but comprehensive solutions for a wide variety of applications, all from a single source and always with our customers’ requirements in mind.

Question: What role do future-focused topics play in service?

We continuously develop our solutions, particularly in the areas of automation and electrification.

At the same time, we adapt to market developments. During weaker market periods, for example, we strategically increase spare parts inventories because demand in this area tends to grow. This ensures that we remain able to supply our customers whenever they need us.

Question: What personally motivates you in your work?

Customer satisfaction is at the very heart of everything we do.

Providing support that fully meets our customers’ needs is what truly makes the difference. When we succeed in delivering fast and comprehensive support to customers across Europe, the real value of our work becomes evident. Our Europe-wide service network forms a strong backbone for this commitment.

It is rewarding to know that we can support our customers holistically and genuinely help them succeed.