Backing its fleet of machinery, Jacon Equipment provides the support and training that keep construction projects running smoothly and downtime at bay.
A machine is only as strong as the support behind it. At Jacon Equipment, after-sales service is built into the foundation of every sale. With rapid-response maintenance, a finely tuned spare parts network and operator-focused training, Jacon ensures its equipment delivers long after it leaves the warehouse.
Downtime derails progress, and Jacon is in the business of keeping projects on track. Darryl Simms, product specialist and business development manager at Jacon, says the company’s proactive approach ensures customers have what they need, when they need it.
“Providing customers with all the relevant contacts in our organisation, including after-hours support, gives them peace of mind and helps immensely,” says Simms. “Checking in with customers during and after each sale is key to ensuring their success.”
After-sales support is a threefold strategy: maintenance, spare parts and technical assistance. With technicians stationed in Sydney, Brisbane, Melbourne, Newcastle and Perth, expertise is never far away.
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Building a strategic supply chain
The company’s growing distribution network spans Brisbane, Sydney and Perth, extending further into Indonesia, Vietnam and South Africa. This ensures a steady flow of critical spare parts wherever they are needed. Pankaj Parbhakar, APAC supply chain manager at Jacon, highlights the importance of this reach.
“We have heavily invested in our distribution network and grown our inventory. As our customer base grows, we will continue to expand our distribution network, whether directly or through dealers,” says Parbhakar.
“With our hubs and spoke model, customer needs are carefully assessed. Critical and recommended spare parts are stocked to support the machine population in the region. In 2025, we achieved another milestone by starting to provide 24/7 support for machine-down and emergency spare parts requests.”
A refined service approach
From the warehouse to the worksite, Jacon is committed to its customers’ needs. With rapid-response service centres and mobile teams, professional maintenance is always within reach.
“Jacon’s main warehouse in Brisbane and satellite warehouses in Perth and Sydney allow for quick access to parts and support,” says Jacon operations manager Kerem Karatas. “Our strategically placed teams ensure timely responses to customer needs, reducing downtime on construction sites.”
Support also means customisation. When a client needed a machine modification to improve operator comfort, Jacon’s head engineer flew from Vietnam to Perth, coordinating with a subcontractor to complete the job in six business days.
Construction sites do not run on a nine-to-five schedule, and neither does Jacon. A dedicated after-hours service keeps trained support staff on call for urgent issues.
“When a machine is down, customers need immediate solutions,” says Parbhakar. “That’s why we implemented an after-hours, on-call service based on direct customer feedback. Regular interactions help us refine our approach and build stronger relationships.”
Training for peak performance
Training is another pillar of Jacon’s support, ensuring operators are confident and competent with their equipment. Many technical issues can be solved with a phone call or video chat, while complex problems prompt an in-person visit from Jacon’s specialists.
“Naturally, we do not expect operators to know how to properly maintain the equipment to reduce downtime and repair costs,” says Karatas. “However, the civil industry is increasingly pushing operators to stay engaged with maintenance processes and basic fault-finding.”
In one instance, an operator suspected a faulty throttle position sensor. With Jacon’s guidance, the real issue – damaged wiring – was identified, saving time and unnecessary repairs.
“While it sounds simple, identifying the root cause can be challenging. Operators are not typically familiar with root cause analysis, which is where our technical team come to the rescue and guide them through the process,” says Karatas.
“In this case, with our help, the operator successfully identified the issue and advised the inhouse maintenance team to replace the damaged wiring.”
Jacon’s training ensures operators maximise their equipment’s potential. Every purchase includes product familiarisation training, covering everything from basic operation to safety features.
Among its offerings is EFNARC training, a specialised certification for shotcrete nozzle operators. Leander Venter, Africa sales director at Jacon, explains that this training combines real-world techniques with virtual reality (VR) technology, allowing trainees to refine their skills in a risk-free environment.
“Those who successfully complete the assessment earn the prestigious EFNARC Nozzle Operator Certificate, an internationally recognised credential that opens doors to exciting opportunities worldwide,” says Venter.
Venter notes that the VR platform eliminates material waste and time constraints, allowing operators to train as much as needed without onsite limitations.
Jacon ensures its own team is highly trained, maintaining a strong level of expertise within the industry.
“Our technicians hold Certificate IV Training qualifications,” says Karatas. “For new hires, Jacon requires completion of Certificate IV Training by the end of their probation period, ensuring consistent expertise across the board.”
By keeping spare parts stocked, technicians on hand and training readily available, Jacon Equipment keeps construction projects moving. Every call answered, every operator trained and every machine working – because strong support builds a stronger industry.
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