Criterion Equipment After Sales Support for TCM Forklifts

Why Proper After Sales Support Actually Matters 

Many businesses don’t think much about forklift maintenance until something goes wrong. Then suddenly there are repair bills, lost productivity, and frustrated staff who can’t get their work done. The real cost is not only the repair invoice. It is also the delayed orders that do not ship on time, the customers who become dissatisfied, and the added stress of trying to keep operations running with equipment that is out of service. 

Criterion has observed companies try to save money by using lower-cost parts or delaying maintenance, only to end up spending far more when their equipment fails completely. A filter change might seem expensive until compared to an engine rebuild because contaminated oil destroyed internal components. That’s the reality of forklift ownership – proper maintenance costs money upfront but saves massive amounts later. 

The TCM forklift models available in South Africa are built to last, but they still need proper care to reach their potential lifespan. Think of it like a car – nobody would skip oil changes for two years then expect the engine to run smoothly. Forklifts work harder than cars and deserve the same level of attention. 

Real Downtime Costs That Nobody Talks About 

• Lost productivity. 

• Staff idle time whilst waiting for repairs 

• Rush delivery charges for replacement parts 

• Customer complaints and potential lost business 

• Safety risks from operating damaged equipment 

• Insurance complications if accidents occur

   

Genuine TCM Parts That Actually Work 

Why OEM Parts Cost More But Save Money Long-term 

Cheaper alternatives exist for almost every forklift component, but there’s usually a good reason why they cost less. Criterion stocks genuine TCM parts because they’ve watched too many customers learn expensive lessons. That hydraulic seal might seem like a bargain until it fails after three months instead of lasting years like the genuine part would. 

Common Parts Kept in Stock: 

• Engine components (alternators, starters, water pumps) 

• Hydraulic systems (seals, hoses, cylinders) 

• Electrical parts (batteries, relays, control modules) 

• Consumables (oils, filters, brake fluid) 

• Safety items (warning lights, alarms, emergency stops)

   

Parts Availability When Actually Needed 

Having the right part in stock when a forklift breaks down makes all the difference between a few hours of downtime and several days of disruption. The company uses demand forecasting and failure pattern analysis to maintain optimal stock levels of fast-moving components. This means common service parts are usually available immediately from branches. 

For specialised components or older models, Criterion’s relationship with TCM and authorised distributors ensures they can source parts that other suppliers might struggle to obtain. They’ve maintained parts availability for forklifts that are well beyond their original production runs – something that becomes crucial when trying to keep older equipment operational. 

Service Contracts That Make Financial Sense 

Full Maintenance Contracts for Complete Peace of Mind 

A full maintenance contract covers everything a forklift needs – parts, labour, scheduled servicing, and emergency repairs – under one predictable monthly payment. These agreements work particularly well for businesses that prefer known costs and want to eliminate the administrative overhead of managing maintenance internally. 

The beauty of these contracts lies in their simplicity. One monthly payment covers everything, and Criterion handles all the scheduling, parts procurement, and labour allocation. Teams focus on using the equipment whilst the service provider takes care of keeping it running properly. 

What’s Included in Full Maintenance Contracts: 

• All scheduled preventive maintenance 

• Genuine parts and consumables 

• Qualified technician labour 

• Priority service scheduling 

• Detailed maintenance records 

• Performance monitoring and reporting 

These agreements typically run for 60 months depending on requirements and equipment age. Many customers find that maintenance contracts actually cost less than reactive repairs because proper preventive care prevents major failures. 

Service-Only Contracts for More Control 

Not every business needs a full package. Service contracts serve as alternatives to full maintenance contracts, covering only services for the contract period. This arrangement works well for organisations with strong internal capabilities who want professional support for complex procedures or emergency situations. 

If considering used forklifts for sale, service contracts offer an excellent way to maintain older equipment without the commitment of a full maintenance agreement. Companies control parts selection and timing whilst accessing qualified technicians when needed. 

Field Service Network That Covers South Africa 

Mobile Workshops Bring Solutions to Customer Sites 

Criterion’s field service capability spans the country through a fleet of over 50 equipped service vehicles. Each mobile unit carries basic diagnostic equipment, common parts, and specialised tools needed to resolve most issues without transporting forklifts to workshops. This approach saves transport costs whilst minimising operational disruption. 

Field technicians receive the same technical training as workshop staff, ensuring consistent service quality regardless of location. They carry laptop-based diagnostic systems where applicable, hydraulic testing equipment, and electrical troubleshooting tools that enable comprehensive problem-solving on-site. 

Mobile Service Advantages: 

• Immediate response to breakdowns 

• No equipment transport required 

• Reduced operational disruption 

• Common parts carried on every vehicle 

• Same diagnostic capabilities as workshop service

   

Geographic Coverage Where Needed 

The company maintains service coverage across major industrial areas in South Africa, with particular strength in Gauteng, Western Cape, Eastern Cape, Mpumalanga and KwaZulu-Natal regions. Service territories align with industrial concentrations, ensuring reasonable response times for most customers. 

Criterion Equipment’s dealer network, supporting customers in certain outlying areas, including select bordering regions, Criterion coordinates service visits to maximise efficiency whilst maintaining reasonable costs. Sometimes this means scheduling multiple service calls during a single trip, but they always prioritise emergency situations that threaten safety or production schedules. 

Workshop Facilities for Major Repairs 

In-House Capabilities That Handle Complex Work 

Each Criterion Equipment location operates a fully equipped workshop designed for complex repairs and component rebuilds. These facilities represent significant investment in proper diagnostic equipment and specialised tooling that ensures repairs meet original manufacturer specifications. 

The workshops regularly rebuild masts, transmissions, and axles to original specifications, often at substantial savings compared to new component replacement. This capability proves particularly valuable for older equipment that might otherwise be considered uneconomical to repair through traditional parts replacement. 

Workshop Service Capabilities: 

• Component rebuilds and refurbishments 

• Custom modifications for specialised applications 

• Safety compliance inspections 

• Advanced diagnostic procedures 

• Cosmetic overhauls and equipment upgrades 
  
  

Ongoing Technical Training Keeps Skills Current 

Forklift technology advances constantly, and Criterion’s technicians receive regular OEM technical training directly from TCM to stay current with diagnostic procedures, repair techniques, and safety protocols. This investment ensures they can properly service both current models and legacy equipment. 

The training covers advanced diagnostics, electronic system troubleshooting, and specialised modifications for demanding applications. Whether equipment needs modification for mining operations, cold storage, or other challenging environments, technicians understand both technical requirements and safety implications. 

Criterion maintains partnerships with specialist contractors for highly specialised work that falls outside normal parameters. This network approach ensures they can handle any technical challenge whilst maintaining focus on core competencies. 

Emergency Response When Every Hour Counts 

24/7 Support That Actually Answers the Phone 

Equipment failures don’t follow business schedules, which is why Criterion maintains genuine 24/7 emergency response capabilities. Their emergency protocol prioritises calls based on operational impact and safety risks, ensuring critical breakdowns receive immediate attention. 

Emergency response works differently than scheduled maintenance. They triage calls to determine severity and dispatch appropriately qualified technicians with suitable equipment and parts. Production-critical failures get immediate response, whilst non-urgent repairs might be scheduled for normal business hours to optimise resource utilisation. 

Emergency Response Priorities: 

1. Safety-related failures affecting operator protection 
2. Production breakdowns stopping delivery schedules 
3. Multi-shift operations without backup equipment 
4. Environmental hazards like fluid leaks 
5. Non-critical repairs that can wait for scheduled service 
   
   

What Emergency Response Actually Looks Like 

When calling the emergency line, customers speak to someone who understands forklifts and can assess the situation properly. Criterion doesn’t use generic call centres – their emergency contacts have technical knowledge and authority to dispatch resources immediately when needed. 

Response time depends on location and complexity, but they aim to have qualified technicians on-site within 4 hours for genuine emergencies. This might involve coordinating parts delivery, arranging specialised equipment, or deploying multiple technicians for complex situations. 

Communication throughout the process keeps customers informed about progress, expected completion times, and any complications that arise. This transparency helps businesses make informed decisions about production scheduling and alternative arrangements whilst repairs are underway. 

What is a PM service on a forklift? 

PM (Preventive Maintenance) service represents scheduled equipment care that prevents failures rather than reacting to them after they occur. These systematic inspections and component replacements follow manufacturer recommendations and operating hour intervals to maintain performance, safety, and reliability throughout a forklift’s working life. 

Think of PM service like regular medical checkups – small issues get addressed before they become serious problems that require expensive treatment. This proactive approach costs significantly less than reactive maintenance because it prevents catastrophic failures that cause extended downtime and require emergency repairs. 

Standard PM Service Elements: 

• Engine oil changes based on operating hours and contamination levels 

• Hydraulic fluid analysis and replacement when contaminated 

• Air and fuel filter replacement to maintain performance 

• Battery condition testing and maintenance for reliable starting 

• Brake system inspection and adjustment for safe stopping 

• Safety system verification including lights, alarms, and emergency stops 

PM schedules typically follow 250, 500, 1000, or 2000 operating hour intervals. The frequency depends on operating conditions – dusty environments, extreme temperatures, or heavy-duty applications require more frequent attention. Following proper PM schedules maintains warranty coverage whilst extending equipment life well beyond normal expectations. 

Documentation forms a crucial part of PM service because it tracks equipment condition trends and helps predict future maintenance needs. Criterion provides detailed reports showing inspection results, work completed, and recommendations for upcoming attention. This data helps businesses budget for major repairs and plan equipment replacement cycles effectively. 

What is included in a forklift service? 

A comprehensive forklift service encompasses multiple inspection points, adjustments, and replacements designed to maintain safe and efficient operation. Service scope varies with maintenance intervals and equipment condition, ranging from basic safety checks to complete system evaluation and major component service. 

The process begins with pre-operational safety inspection covering immediate hazards and basic functionality. This includes steering response, brake effectiveness, lifting operation, and warning system functionality. Any safety issues get addressed immediately before proceeding with routine maintenance tasks. 

Mechanical System Service: 

• Engine performance diagnostics including emission levels 

• Transmission operation testing under load conditions 

• Drive system inspection including axles and differentials 

• Steering alignment and component wear assessment 

• Suspension system checks for proper operation 
  
  

Electrical and Control Systems: 

• Battery specific gravity and voltage testing 

• Charging system output verification 

• Control circuit diagnostics using manufacturer equipment 

• Warning light and indicator testing 

• Electronic module programming and updates when required 
  
  

Fluid and Consumable Service: 

• Complete fluid level inspection and top-up 

• Contamination analysis and replacement recommendations 

• Filter condition assessment and replacement 

• Grease point lubrication according to schedule 

• Coolant system pressure testing and protection level verification 
  
  

Service documentation provides detailed reporting of inspection results, work performed, parts replaced, and future recommendations. This paperwork proves invaluable for warranty claims, insurance requirements, and fleet management planning. Most services conclude with operational testing under actual working conditions to ensure proper performance when returned to service. 

If considering forklift hire options, understanding service requirements helps evaluate total operating costs beyond just rental rates. Maintained equipment performs better and lasts longer than neglected units. 

How often do you service forklifts? 

Service frequency should be every 3 months or 250 hours usage, depends primarily on operating hours rather than calendar time because usage intensity affects component wear more than time alone. However, operating conditions, application requirements, and manufacturer recommendations all influence optimal intervals for specific situations and equipment. 

Standard practice follows hour-based schedules aligned with component reliability data and wear patterns. These intervals represent manufacturer recommendations based on extensive testing across various conditions and applications, but real-world factors often require adjustment. 

Basic Service Framework: 

Operating Factors That Change Service Timing: 

• Dusty environments accelerate filter contamination 

• Multi-shift operations increase wear from continuous use 

• Cold storage applications require modified fluid specifications 

• Heavy loading patterns stress components beyond normal parameters 

• Outdoor operation exposes equipment to weather contamination 
  
  

Criterion recommends tracking actual operating hours using built-in meters rather than estimating based on calendar periods. This provides accurate usage data for proper scheduling and helps identify equipment that needs more or less frequent attention based on actual workload. 

For mixed fleets with varying usage, they develop customised schedules balancing operational requirements with cost considerations. A busy forklift rental unit might need different intervals compared to equipment used occasionally for light duties. 

Annual safety inspections remain mandatory regardless of hours and form part of regulatory compliance. Criterion typically combines mandatory inspections with regular maintenance to provide comprehensive care without duplicating effort or costs.