Brazilian Service Team Completes International Training to Support New Service Centre in Santos, SP

São Paulo, Brazil – [October 2025] – With the Brazilian market showing consistent growth and strong demand for long-term customer support, E-Crane International is proud to announce the upcoming launch of its new Service Centre in Santos, São Paulo. This milestone is part of the company’s ongoing commitment to expand its aftersales capabilities and provide customers with faster, more reliable solutions.

To ensure a smooth ramp-up of operations in Santos, the Brazilian Aftersales team recently completed a 10-day intensive training program in Indonesia. The program focused on four key areas: warehouse setup, parts inventory strategy, service execution, and documentation/reporting.

“Brazil is one of our fastest-growing markets, and the new Service Centre in Santos is a natural step in strengthening our local presence,” said Mr. Lieven Bauwens, CEO E-Crane Group. “By combining the expertise gained in Indonesia with the proven processes from our Balikpapan Service Centre, we are ensuring that Brazil will start with a strong and efficient foundation.”

Optimizing Warehouse Setup

Training sessions highlighted the importance of efficient warehouse layouts to maximize speed, accuracy, and productivity. Balikpapan’s experience in this area was used as a reference point, showing how structured workflows ensure quick access to high-turnover parts while minimizing errors and downtime.

Smart Parts Inventory Strategy

The team also studied best practices in inventory management. Critical and frequently used parts are prioritized for local stocking, while less common items can be quickly sourced through regional hubs. This strategy, already proven in Balikpapan, enables shorter lead times and optimized costs — a model that will now be applied in Santos.

Service Excellence: FMC vs. Regular

Another important focus was service execution, covering both Field Maintenance Contracts (FMC) and regular service jobs. Practical frameworks from Balikpapan were shared, showing how consistent planning and teamwork improve reliability and turnaround times. The Brazilian team is now prepared to replicate this methodology locally to better serve customers.

Documentation and Reporting – A Cornerstone of Aftersales

Finally, the training reinforced the importance of clear, structured, and frequent documentation and reporting. Accurate reports not only track service history and parts usage but also build trust with customers through transparency. In Balikpapan, this practice has become a cornerstone of customer satisfaction, and the Santos team will adopt the same standards from the very start.

“Documentation and reporting are not just operational tools — they are how we communicate trust and accountability to our customers,” said Steve Osborne, CEO E-Crane Americas. “With the knowledge gained from Indonesia benchmark, Santos will operate with world-class reporting standards.”

Looking Ahead

The training program in Indonesia, combined with the established best practices in Balikpapan, has positioned the Brazilian Aftersales team for success. With the opening of the Santos Service Centre, customers in Brazil will benefit from faster response times, optimized parts availability, and a higher standard of service execution.

“Aftersales excellence is about more than fixing problems — it’s about building partnerships,” added Rodrigo Rovai, VP Business Development Latin America. “The new Santos facility reflects our commitment to being closer to our customers and delivering service they can rely on.”