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James River Equip. Boosts Customer Service in Eastern N.C.

With increased territory comes increased responsibility, and James River Equipment is set to provide the resources for a smooth transition.

Tue March 03, 2015 - Southeast Edition
Construction Equipment Guide


(L-R): Brian Dillenback, general manager; Sam Paschall and Andre Jelonek, all of James River Equipment, have spent countless hours training on the various products offered by the company.
(L-R): Brian Dillenback, general manager; Sam Paschall and Andre Jelonek, all of James River Equipment, have spent countless hours training on the various products offered by the company.
(L-R): Brian Dillenback, general manager; Sam Paschall and Andre Jelonek, all of James River Equipment, have spent countless hours training on the various products offered by the company. James River Equipment keeps a healthy supply of machines on hand at each of its locations to serve customers’ needs. Michael Scott, parts specialist, gathers parts for a customer. James River Equipment has in-house trainers in Raleigh, Charlotte and Richmond. David Larkins conducts a class in Raleigh. (L-R): Tommy Stephenson, Billy Stonerock and David Jones, all of James River Equipment, discuss the John Deere Link Machine monitoring system. (L-R) are Brian Dillenback, Mike Johnson, David Jones, Bill Hoyle, Sheldon Edmonson, Leo Wambold, Phila Keay, David Zieg, Billy Stonerock, Andy Lloyd and Mike Posey.

James River Equipment recently announced the acquisition of RW Moore. The expansion not only presents an opportunity for James River Equipment to reach more customers, but also to offer an enhanced service experience for its customers in North Carolina.

The company plans to accomplish this in a number of targeted ways, including providing more service trucks and technicians, ensuring an ample supply of parts in its new facilities and investing in its biggest asset — its staff.

With the addition of RW Moore, James River Equipment’s territory has been expanded to eastern North Carolina, and the company now covers the entire state.

“We are very excited to have the opportunity to fill out the state of North Carolina,” said Terry Thomas, general manager of James River Equipment’s North Carolina operations. “We expanded into Asheville in 2010, and that has been a huge asset to our company. We think this new addition to our footprint will be a good fit for our current customers, and will also offer many benefits to the new customers over in that area.”

With increased territory comes increased responsibility, and James River Equipment is set to provide the resources for a smooth transition. Customers can expect to have increased service with the enhancement of James River Equipment’s mobile fleet.

“Now that RW Moore has merged with James River Equipment, customers can expect to see a larger number of qualified technicians,” said Brian Dillenback, general manager of James River Equipment. “Having additional parts on hand at our various North Carolina and Virginia locations strengthens our parts network. And most importantly, people with years of parts and service knowledge within our company are ready to help our customers every day.

“In order to better serve the customer, we need to have reliable service trucks that are ready for the toughest jobsite conditions. We have committed to replacing some trucks right away and will continue to get the rest of the fleet into a suitable rotation to meet the uptime expectations of our customers.”

The company is now operating in previous RW Moore facilities and is poised to supply customers with the parts they need.

“We are occupying all of the previous RW Moore facilities in Raleigh, Wilmington, Greenville, Ahoskie, New Bern and Fayetteville,” said Dillenback. “Our short-term goal is to locate a site and build a new facility in the Raleigh area. This will be a store with the appropriate parts stocking capabilities, service bay sizes and training environment for the support of our customers. Our goal is to provide safe, capable environments for our employees and customer needs.”

The new facilities will supply parts from manufacturers that customers have grown to trust.

“We are committed to meeting the parts stocking levels that are needed to keep our customer’s equipment up and running. We have begun the process of stocking the stores in the eastern part of North Carolina with quality parts from all of our manufacturers including John Deere, Atlas Copco, Sakai, Broce Broom, ESCO and Finn just to name a few. Our team of parts analysts is assisting the new locations on customer specific needs. We are pushing more of the stocking decisions down to the local level, the parts managers at the individual locations know what their customers’ needs are as well as anyone in our company.”

Dillenback acknowledges that employees are a valuable resource and contribute beyond what facility improvements alone can offer.

“James River Equipment’s greatest resources are the people. We have dedicated individuals who have spent countless hours training on the various products that we offer. The synergies that lie within this company, and sharing this knowledge are invaluable. We have great people that work hard to find solutions to our customers’ needs.”

The efforts of the staff also will help make the transition easier for customers. Ensuring employees are the top priority helps to ensure ongoing customer relationships.

“Our number one goal throughout the merger of the two organizations remains focused on the employees,” said Dillenback. “If you ask a long time RW Moore customer what they liked most about dealing with their organization, it was the support of someone who worked there. James River Equipment intends on making the RW Moore connection even stronger by enabling more local decisions where they are needed and relying on input from our employees about opportunities for the success of our customers.

“We are excited to get to know our customers, their needs and the communities around us. The process will include some special events throughout the year as weather improves. James River Equipment is an active member in a significant number of industry related associations, which has helped us to foster these relationships.”

For more information, visit http://www.jamesriverequipment.com/.




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