Juanita Pienaar sat down with Noko Seopa, Head of Customer Service Management (CSM) at MAN Truck & Bus South Africa, to unpack how the company’s aftersales strategy is not just an operational pillar, but a key part of its promise to simplify business for customers. In a competitive transport market where uptime and reliability are everything, MAN’s approach to customer care, parts availability, and strategic service partnerships is redefining what support beyond the showroom floor looks like.
A strategy that starts with the customer
At MAN Truck & Bus SA, aftersales isn’t a secondary consideration - it’s a priority built into the very foundation of the business. “Aftersales plays a critical role in ensuring that vehicles perform optimally, are safe, and deliver the lowest total cost of ownership,” says Seopa.
For MAN, this begins with understanding exactly what customers need, then aligning products, service packages, and technical support accordingly. “Our aftersales strategy revolves around understanding our customers’ needs and providing tailored solutions,” he explains. “We aim to provide solutions that help our customers operate their vehicles efficiently and cost-effectively.”
This tailored approach, according to Seopa, helps clients maximise uptime, improve safety, and extend vehicle life - three factors that are vital in a transport economy where breakdowns can have far-reaching ripple effects.
Building loyalty with quality parts and service
A key element in the success of MAN’s aftersales strategy is the company’s rigorous parts programme. Customers rely on speed and quality - something Seopa and his team understand deeply. “We ensure availability of parts at our dealers and Parts Distribution Centres (PDCs),” he says. “We continuously review our parts stocking to meet the demands of the market.”
MAN’s commitment to genuine parts is unwavering. “We only use genuine parts to ensure the performance and longevity of our vehicles,” he continues. “We offer a warranty on all our genuine parts fitted by MAN dealers and workshops.” This not only helps preserve vehicle integrity but also builds long-term trust with customers who can count on consistent quality.
And it’s not just about supplying parts; it’s about delivering them efficiently. MAN is investing in digital tools and technology to streamline parts ordering, inventory control, and workshop processes, ensuring faster turnaround times and fewer delays. “We are also investing in systems and digital tools to improve turnaround times,” Seopa confirms.
Technical training and dealer support: Raising the bar
Training is another area where MAN doesn’t cut corners. The company’s technical training programme ensures that every technician across its network has the know-how to maintain and repair MAN vehicles to the highest standard. “We provide continuous technical training for our technicians to ensure they are up to date with the latest technology,” says Seopa.
This ongoing training ensures consistency and quality across the dealer network, which directly supports customers in the field. In addition to training, Seopa notes that MAN supports dealers “with technical assistance, field service engineers and systems that allow them to resolve customer concerns quickly and efficiently.”
By equipping its partners with tools and knowledge, MAN ensures that even independent dealers meet its global service standards.
Strategic partnerships for seamless service
The strength of MAN’s dealer network lies in the quality of its partnerships. “We have a robust dealer network consisting of our own branches and private capital dealers. We support them with training, systems, and marketing activities,” explains Seopa.
This model allows MAN to offer nationwide coverage while ensuring that every customer - whether in a city hub or remote region - receives the same level of service. The brand’s rigorous dealer requirements ensure that only those committed to excellence make the cut.
Supporting fleets with flexible solutions
In a market where fleet owners are increasingly cost-conscious and operationally stretched, MAN is adapting to offer more flexible service solutions. These include service contracts and repair packages designed to fit various business models.
“We offer customised service and repair contracts that allow customers to manage maintenance costs,” Seopa explains. “This also improves vehicle uptime and resale value.”
Such offerings are crucial in helping transport companies plan their maintenance spend while avoiding unplanned downtime - a key differentiator in MAN’s approach.
Listening to customers: A continuous feedback loop
At the heart of MAN’s customer service management is feedback, and the willingness to act on it. “We continuously gather feedback from customers through surveys, dealer interactions, and telematics,” Seopa shares. This insight enables the company to identify gaps and continuously improve its offerings.
By taking customer concerns seriously and translating them into action, MAN strengthens its value proposition and builds loyalty that goes beyond transactions.
Innovation for the future
Looking ahead, MAN’s aftersales strategy is focused on integrating even more technology into its processes - from remote diagnostics to predictive maintenance. “We are embracing digitalisation to offer proactive maintenance and remote diagnostics,” Seopa says. These innovations allow the company to alert customers to potential issues before they escalate, minimising vehicle downtime.
He adds that MAN is also working on developing “solutions that will improve fleet management and total cost of ownership.”
More than just machines
MAN Truck & Bus South Africa’s aftersales strategy proves that customer service is about much more than fixing what’s broken - it’s about enabling success, mile after mile. By investing in parts availability, technical training, digital innovation, and strategic partnerships, MAN is not only supporting transport businesses, it’s helping them thrive.
