Service, Redefined
North America is a market of extremes.
Long distances, changing climate zones, heavy working loads, and a pace that does not tolerate interruptions. If you want to be a service provider here, you have to deliver more than just a fast response. You need service structures that function in all conditions: anywhere, anytime and in any operational environment.
The wind is blowing in from Lake Michigan. Icy cold in winter, even on days when the sun is shining over Chicago. It sweeps through the streets, drives waves across the lake, and forces tourists around the Cloud Gate sculpture in Millennium Park to quickly put away their cell phones again. Chicago is a city of contrasts: urban and expansive, raw, and yet well organized. It is right here, in the northern USA, that we start our trip across a service network spanning an entire continent.
About an hour northwest of Chicago, past highways, logistics centers and endless open spaces, the noise in the background changes. Fewer car horns, more the whooshing sound of the air. Huntley is a typical small American town: wide streets, low buildings, functional layout, few frills. A place that seems inconspicuous at first glance, but is of key importance to PALFINGER.
At the new PALFINGER parts distribution center in Huntley, there is constant movement. The AutoStore robotic system automatically grabs parts from the high-bay warehouse with speed and precision. Forklifts move across concrete floors, pallets are shifted, and scanners beep every second. In autumn 2025, PALFINGER created a structure here that not only enables a fast response, but also makes it possible to plan ahead. On 16,500 square meters, the company brings together what was previously spread over four sites. Ideally located between O’Hare airport and Rockford’s cargo hub airports, and near the major interstate corridors, Huntley is now the heart of PALFINGER North America logistics.
“Huntley takes our service to a new level: faster, smarter, and closer to our customers’ needs than ever before,” says Ismael Daneluz, Vice President Sales & Service North America.
Service is the key growth driver. For revenue, productivity, and customer satisfaction. Or as a PALFINGER business partner once put it: the sales team sells the first crane. The service team sells the rest. That is why PALFINGER is consistently focusing on expanding its service and parts business.
"Huntley takes our service to a new level in North America: faster, smarter, and closer to our customers’ needs than ever before."
ISMAEL DANELUZ
Vice President Sales & Service North America at PALFINGER
The Strength Of The Network
Even though a distribution center is the backbone, service is what happens on-site at the customer. That is why PALFINGER has established a global sales and service network in over 130 countries.
“Our goal is to develop long-term and reliable partnerships in all regions. With extensive programs and processes, we ensure our high service standards and increase added value for our customers. Day by day,” explains Christian Garneyer, Vice President Global Network Development & Training at PALFINGER.
In the U.S., these partnerships are particularly important. That is because the market is huge and the distances are vast. “Our customers want us to come to them, not the other way round. Service needs to be delivered where the machines are being used,” says Jonathan Harlan, Senior Director of After Sales North America. All the more important that the network continues to grow in terms of its reach as well as in terms of quality and professional expertise. The partner program, which PALFINGER uses to specifically support this development, plays a central role.
"Our goal is to develop long-term, reliable service partners who are constantly expanding the quality and service we offer to increase added value for our customers every day."
CHRISTIAN GARNEYER
Vice President Global Network Development & Training at PALFINGER
Reliability Over Long Distances
Back towards Chicago, things are closer together. Traffic builds up, railway lines cut through industrial areas, every journey needs to be carefully planned. Southwest of the city, Runnion Equipment has been covering this area for 50 years. The family-run company with 40 employees keeps cranes and other lifting solutions running. In Illinois, Wisconsin and Indiana, and far beyond if required. Most service jobs start on the phone.
A noise, a quick description, an initial assessment. Even before a service vehicle sets off, it is clear what is needed. Parts are packed, tools are checked, routes are planned. Runnion has been an approved PALFINGER service partner since 2006. In addition to repairs, everyday services include maintenance, custom-built truck-mounted equipment and a wide range of training courses.
The further you are away from the big city, the longer the distances become: towns are farther apart, journeys take hours, gas stations become fixed points of reference. Service takes on a different meaning here. It is not about being near, but about how far you can travel and when you can get there. That is something I-State Truck Centers is expert at. “Pride in Service” is the motto of the company, which has been a PALFINGER partner since 2015.
It is with this approach that in recent decades the company has built up 41 locations in 14 states, from Wisconsin to Montana. Around 1,200 employees ensure that service is not available at random, but is provided in a structured way. Especially in the middle of the country, where there are no reliable alternatives, they provide coverage before downtime occurs. For customers, clear communication and a quick response are what count.
“North America shows how service is developing worldwide, both operationally and commercially,” says Balthasar Gwechenberger, Vice President Global After Sales at PALFINGER. Looking at the big picture is essential, because TCO (Total Cost of Ownership) is becoming the benchmark. Customers expect optimized service packages that intelligently combine availability, maintenance, parts, and digital tools. In short: service that creates real added value.
The next stage on our trip is too far on the road. About 1,800 miles separate Wisconsin from the West Coast. It is a considerable change, leaving the cold wind behind, while dry heat takes over. Palm trees instead of parking areas, heavy traffic instead of wide roads. Our destination: Rialto, east of Los Angeles. Precision Aerial Services, a PALFINGER partner since 2006, is located here. When storms, natural disasters, or human error cripple critical infrastructure such as telecommunications lines, high-voltage networks, or transport connections, every minute counts.
That’s where Precision Aerial comes in because the company repairs and maintains the machines that help teams safely reach difficult-to-access locations to restore power, communications, and mobility as quickly as possible. The technology needs to be ready for action at anytime. And it is, thanks to rapid mobilization and perfect teamwork. For these special assignments, around 60 employees travel across the USA with mobile service vehicles to carry out repairs directly on site.
"North America shows how service is developing worldwide, both operationally and commercially."
BALTHASAR GWECHENBERGER
Vice President Global After Sales at PALFINGER
Reliable data is essential, especially on jobs that span the continent. “The larger the distances, the more important the data becomes, such as utilization, operating hours, and maintenance interval time windows,” explains Jonathan Harlan. “The data makes it easier to schedule service work and helps us to respond more quickly. In North America in particular, data determines whether help arrives on time and it will continue to gain in importance to ensure reliable provision of service.” He is working on this with his team and the PALFINGER partners.
Further north, the parameters shift once again: In western Canada, distances increase, the climate is harsher, and the landscape is wider and emptier. Falcon Equipment, a PALFINGER partner since 2019, serves four provinces here: British Columbia, Alberta, Saskatchewan and Manitoba. An area the size of a third of Europe. In this region everyday working life is determined mainly by the cold, long distances, and constant time pressure. With 200 employees, the company offers custom solutions that include product development, manufacturing, special structures, inspections and operator training. This level of service is pure necessity, because when temperatures drop in winter and hydraulic systems reach their limits, availability makes all the difference when it comes to staying in operation. That is why Falcon has parts and mobile technicians available around the clock. The most important thing is for customers to keep working. Even in the most difficult conditions.
"Service needs to be delivered where the machines are being used. Our customers want us to come to them, not the other way around."
JONATHAN HARLAN
Senior Director of After Sales North America at PALFINGER
Shared Standards
From heavy traffic around Chicago to the endless highways of the Midwest, from the heat of California to the cold of Canadian winters. As different as the service partners and their locations may be, they are united by their close connection to PALFINGER. Through training sessions, access to technical support, and digital tools such as PALDESK.
Schaumburg, around a 30-minute drive from our starting point in Huntley, is an important hub for working together. That is where the central training center is located, at PALFINGER headquarters for North America. Here, people from partner companies are trained in sales, service and in operating the products.
The training areas are equipped with models and machines across several product lines. Real systems are worked on using diagnostics software, maintenance steps are practiced, and typical job site and error scenarios are played out. Processes are not only explained here, but also trained in realistic conditions.
This is how PALFINGER ensures that all partners work to the same high standards and remain at the cutting edge of technology. Regardless of whether they work for customers in urban areas, in remote regions, or in extreme climates.
Supported by a strong partner network that is based locally, and service that spans the entire product life cycle, service becomes an integral part of every investment. This is Lifetime Excellence. Wherever PALFINGER solutions are in operation.
Balanced Profitable Growth
With its broad product portfolio and global presence, PALFINGER is driving forward balanced and profitable growth consistently in line with the company’s strategic direction of Balanced Profitable Growth.
The strategic program Services & Spare Parts Business Expansion plays a key role here, with the global service network, including Huntley and the locations expanded last year in Singapore and Duisburg/Germany, ensuring maximum availability and customer focus. The strategic program NAM Growth also aims to sustainably and profitably increase potential in North America. That is how PALFINGER creates the basis for growth with balance and vision.
