When speaking with operators on the hunt for a new bus, it’s not always the product that is the determining factor in a sale.
While craftsmanship and efficiency rank highly on the list, it’s often the team behind a manufacturer that tip them over the line.
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BLK Auto has been providing high-quality buses for almost 20 years and, within this time, it too has recognised the importance of a solid team.
From engineers to receptionists and salespeople, each employee has been skilfully picked to represent the powerhouse company and provide incredible service.
BLK’s newest national aftersales and technical manager Jack Peters is no exception.
“2024 has been a remarkable year for BLK, marked by significant growth in our parts department,” BLK sales and special projects manager David Jiear told ABC.
“This success can be attributed to our extensive parts inventory and the expertise of our experienced staff.
“With robust sales of new vehicles in 2024 and a rapidly filling order book for 2025, the importance of aftersales support cannot be overstated.
“Jack’s leadership in this area will be instrumental in maintaining our high standards and ensuring that our customers remain happy and satisfied.”
With a distinguished career in the bus and heavy vehicle industry, Peters brings a wealth of experience and a fresh perspective that is set to enhance the team’s capabilities.
Starting off his foray into the industry as a diesel technician back in 2013, Peters showed that perseverance was key, steadily climbing his way up the ladder.
“Most recently, I was a field service and workshop technician at KOR Equipment Solutions for two years,” Peters told ABC.
“Working with hydro excavation trucks and road sweepers mainly, I kicked off their Queensland workshop and got them off the ground and running.
“Now, I’m incredibly excited to be joining the BLK team and lending a hand wherever I can.”
Peters’ primary focus will be on delivering exceptionally high levels of customer support to new and existing customers, driving home BLK’s vision of delivering service that is “second to none”.
Peters’ first few months at the company have seen him jump in head-first, starting with picking up the phone and introducing himself to customers.
“There is nothing more important than ensuring that the customers are aware of and can build relationships with the people at a company,” Peters says.
“I want them to know I am available at any given time to them, and that they can come to us with any issue or query they might have.”
Boasting a 24/7 support line that customers can call, Peters will also be responsible for ensuring all requests are managed in a timely and efficient way.
Whether this be assisting with breakdowns, finding external workers in other states to complete jobs or simple workshop questions, he says he will be there for the customer.
“I’m here to ensure that the buses can be fixed quickly, effectively and are back on the road in no time,” he says.
“I will be the first point of call, making sure customers know if we’re falling behind or we’ve found extra issues, and keep them up to date.
“I’m backed by quite a good and knowledgeable workshop downstairs, so if it’s over the top of my head, I’ve got a great workshop manager and the boys on the floor can also help out.”
As the new year kicks off, Peters will also begin getting involved in vehicle handovers, meaning he’ll be able to meet BLK customers once the sale process has concluded.
Offering driver training, particularly to the school sector, Peters will ensure drivers are familiar with how to operate the vehicles and can feel confident in their abilities.
“Face-to-face interactions is something I am incredibly passionate about,” he says.
“It creates a whole new different level of rapport and support for the customers. They can feel that the support is there and see it tangibly.
“Talking to or sitting down in front of them, you can gauge a whole different set of body language and attitudes to how the situation is getting approached and handled and going about it.
“It fosters comfortability with them, and you can be sure that they are happy.”
The current team at BLK are more than thrilled with his arrival, remaining confident in his ability to drive the company forward.
“His commitment to excellence positions him as a valuable asset to BLK, ensuring that our clients receive the best service possible,” Jiear says.
“Filling this critical role allows BLK to provide a comprehensive turnkey solution, further solidifying our dedication to customer satisfaction.
“As we move forward, we are confident that Jack Peters will play a pivotal role in driving our aftersales service to new heights, reinforcing BLK’s reputation as a leader in the bus and coach industry.
“We look forward to the positive impact he will bring to our team and, most importantly, to our valued customers.”
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