LiuGong North America: Dealer and Customer Success is the Foundation of LiuGong’s Business

Developing a significant market presence in North America is vital to LiuGong’s global ambition. But with some of the most intense competition in the world, it is challenging for any machinery manufacturer to gain ground in the market.

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LiuGong North America offers comprehensive solutions and will continue to grow its capabilities to serve dealers and customers. After 10 years that commitment is starting to show dividends for LiuGong, our dealers and most importantly our customers. The secret is always taking dealer and customer success as the foundation to build our business.

Speaking of LiuGong’s development in this market, Mr. Kevin Thieneman, LiuGong Machinery Vice President and Chairman of LiuGong North America and Latin America said: “LiuGong offers world-class machinery at affordable prices. We partner with leading global component suppliers, including Cummins, ZF, Rexroth and Kawasaki, to ensure the core of each machine is as strong as it can be. We partner with local dealers to make product support a reality. Customers consistently tell us their goal is to lower total cost of ownership. We believe that LiuGong has the right formula for customers to realize that goal.”

Backed up by a global $4 billion parent company that excels in building best-value products in strategic and joint venture partnerships with global leaders, LiuGong offers high quality products tested and proven around the world. These products are backed with one of the most competitive warranty programs in the market, excellent service and parts support. The result is low cost of ownership to offer the best value to our customers.

“In response to increasing customer demands, one of our tactics is to expand the product line in North America.” said Mr. Mani Iyer, President of LiuGong North America. At ConExpo 2020, LiuGong introduced the new F-series excavators, Stage V wheel loader and the next generation of Dressta dozers to North America. In addition, LiuGong has expanded its wheel loader line with bucket capacity ranging from 2.5 to 7.1 yd3. Also, LiuGong is focusing on customer segments including rental, forestry, industrial, quarry & aggregate which will result in specialty products such as high reach demolition excavators.

Along with a full line of products, LiuGong knows that the aftersales support and localization are keys to winning customers in the North American market.

“We continue to invest in parts and service operations. Dealers and customers tell us they are seeing improvements.” added Iyer, “Our goal is to offer proven products and services equipped for success.” With a dealer platform soon be launched that will make it easier for our dealers to do business with LiuGong and an increase in sales and parts distribution points, LiuGong will increase the parts fill rate to 95% within 48 hours.

LiuGong is also expanding its North America organization. One of the achievements is a localized talent team of both managers and operational staff who are very experienced in this industry. In 2019, over 25 people joined LiuGong North America. Meanwhile, new dealer recruitment and channel development initiatives were carried out as well. “We are focused on long-term partnerships, both with dealers and with end-users.” Thieneman commented. “Our goal is having the right dealers that can support our customers and we believe that approximately 50 is the right number to support LiuGong’s business in North America.” Meanwhile, LiuGong is investing in a new headquarters office and parts warehouse in Katy, Texas.

And these endeavors have paid off.

LiuGong North America has begun assembling excavators in North America and launched new financial solutions for wholesale and retail business with TCF in the United States.

“LiuGong is fully committed to the North American market. We are investing in all facets of the business to build it for the long term.” said Thieneman.

To this end, LiuGong North America has also launched a Dealer Advisory Council to help LiuGong, our dealers and customers succeed in their business. We are growing our brand awareness and enhancing our partnerships to better support customers. As a result, a mentality of mutual partnership is taking root among all parties.