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A huge thank you to everyone that participated in this What Parts Mean for Your Business | Ask Me Anything event! Stay tuned to Genie Aerial Pros and our social media channels for the next Ask Me Anything Session.

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Welcome to Ask Me Anything with the Genie Team on What Parts Mean For Your Business!  Watch the brief introduction below for this event:

Additional articles on Parts and Genie^® Genuine Parts can be found here on Aerial Pros:

• Stock Parts to Save Time and Money
• Tips for Making Money on Parts
• Platform Accessories to Keep in Your Parts Inventory
• Three Reasons to Use OEM Parts

You can also learn more about Parts and Genie Genuine Parts here: https://www.genielift.com/en/support/parts.

You can view the Q & A below from this event:

Q (Jack Taylor): It seems like parts are often on backorder. Why is that?. 

A: We ship over a million parts annually (mostly same day as order) with more than 95% of lines in stock at time of order. We also support machines built decades ago. Our goal is to keep the fleet up and running, we take backorders seriously and monitor backorders daily to continue to improve our backorder performance.

Q: Some parts from different manufacturers are cheaper. Is there a cause for this?

A: Just like anything else, not everything is made equal. Genie parts are selected and designed for long life and proper operation of the vehicle. Considering up-time, frequency of replacing, and machine life – cheap parts are not always the best value. 

Q:  What is the difference in an OEM part and aftermarket?

A: OEM parts are used in the production and sold by Genie parts. Aftermarket parts are alternative parts that come with trade offs in the areas of warranty, life span, and fit – to name a few.

Q: Why are so many stickers necessary for parts?

A: Genie applies decals to warn operators and/or bystanders about potential hazards or for a regulatory requirement.

Q: Why do parts failures happen on new machines sometimes?

A: Genie rigorously tests and certify each piece of new equipment. Genie builds quality lifts and stands behind our product – in the rare case of a part failure, Genie warranty and service teams are ready to assist.

Q: Can I buy parts for my engine through Genie?

A: Genie offers Genuine engine parts for all engine models sold within the new equipment.

Q: I need a wiring harness for a Genie S-80

A: We can certainly help you with that.  We have a fully trained staff with over 360 years of experience to assist you with this order. They can help identify the proper part number and get the order placed. To get assistance you can either call +1(877)367-5606 or visit our parts online ordering tool at gogenielift.com

Q: Is the motor warranty through Genie?

A: Currently engine warranty is done through the engine manufacturer.

Q: For us, axles are sometimes hard to find for 8K Telehandlers. We’ve encountered the same with 5519 parts. Is there a cause or different solution we should follow?

A: We have made significant improvements in our 5519 parts program over the last 15 months. We now have 97% of all 5519 parts on the shelf when ordered. We continue to improve upon this as we recognize obscure parts can be difficult to obtain with long supply chains. If you have a machine down please do no hesitate to call our customer service team who can help expedite in these cases. You can call +1(877)367-5606 for assistance.

Q: We buy our parts from third party after-market suppliers, but prices are different amongst manufacturers we purchase them from. At the end of the day, aren’t these all actually the same parts?

A: 3rd party aftermarket parts are not the same and are not supported with the same level of resource as Genie. Genie parts are selected and designed for long life and proper operation of the vehicle. Considering up-time, frequency of replacing, and machine life – cheap parts are not always the best value.

Q: Why are parts sometimes cheaper when I purchase them from different manufacturers?

A: Just like anything else, not everything is made equal. Genie parts are selected and designed for long life and proper operation of the vehicle. Considering up-time, frequency of replacing, and machine life – cheap parts are not always the best value.

Q: Why is it that sometimes your parts department tells me that they can’t give me a date when I can get the parts for my 5519, 12K and 1544 telehandlers?

A: We have made significant improvements in our 5519 parts program over the last 15 months. We now have 97% of all 5519 parts on the shelf when ordered. Obscure parts can be difficult to obtain with long supply chains and thus can be difficult to give concise dates on the spot. We have a team dedicated to improving lead-times/dates for the 3%.

If you have an emergency order please call us and give us the opportunity to locate and respond to your need.

Q: We’ve had parts fail on machines, like o-rings, hoses, chargers, and ecms. Why does this happen?

A: Genie rigorously tests and certify each piece of new equipment. Genie builds quality lifts and stands behind our product – in the rare case of a part failure, Genie warranty and service teams are ready to assist.

Q: I replaced the curcuit board in the platform of a S85 and need to reset thresholds. Where can I find help with Web GPI?

A: Instructions on how to set thresholds for your S-85 can be found on Genie Technical Service & Support page of our website:

https://www.genielift.com/en/support/service

There you will find many instructions for a variety of common maintenance and repair tasks to keep your Genie Lift running and working reliably on the jobsite. If that does not solve your problem or you would rather talk to someone on the phone, call our Service Team at +1(800)536-1800

Q: Can you explain the guidelines of the free freight program?

A: Terex currently offers free ground freight on Genie parts orders over $750. This program applies to orders shipped to Continental US and Canada locations shipped using Terex preferred carrier and ship method. Qualifying orders ship free!

Q: Should I call my Genie Equipment sales rep, as opposed to directly contacting the Genie Parts department?

A: Genie welcomes your call either way. If you have a parts related issue, such as a parts identification question or would like to order over the phone, we will be able to serve you faster if you call our parts team directly at (877) 367-5606 or email them at AWP.PartsSalesPO@terex.com

Q: Sometimes the parts department says they can’t immediately get me a price on a part and will call me back with the price. Why is that?

A: The parts team is there to get your machine back to work quickly. We strive to have all parts for Genie Lifts available to order. In the case of a new or custom ordered part, the team may need to check pricing.

Q: What initiatives are you driving or taking on to better support us?

A: Genie has several initiatives underway to make purchasing parts fast and easy. Genie listens to our customers to understand what improvements will make a difference to their business. We are constantly trying to improve delivery by having more parts in stock at the time of order and shorter waits for backordered parts. This helps our customers minimize the cost of downtime. We are working to make parts ordering easy and accurate. The Genie Team is making several improvements to our parts lookup and ordering systems. The goal is to make ordering easy and ensure customers get the exact right part needed. We are also working to lower cost by offering free freight on qualifying orders over $750.  All of these improvements are aimed at providing a better customer experience and lower cost of ownership for Genie Lifts.

Q: It seems like I get a long lead time from parts when I call in or order on line, but if I escalate, the lead time changes. That may be a perception, but what could be the cause?

A: The Genie Parts Team is dedicated to keeping your fleet up and running. We understand downtime hurts your business. That’s why we are constantly working to improve fill rates and reduce backorder lead times. 95% of parts ordered are in stock and at the time of order. For the few parts not shipped on the day of order, Genie does whatever possible to improve delivery.

Q: We just got this new Genie and tried to order a part we need for warranty repair. Looks like the part number isn’t set up in the system. What should we do?

A: Please contact our parts team at (877) 367-5606 or AWP.PartsSalesPO@terex.com. Genie’s Customer Service Representatives can help ensure you get the right part you need as fast as possible. They can assist with parts ID and setup as well as check stock to identify alternatives to get your machine up and running.

Q: Are you doing train the trainer for aerial on the new standards yet?

A: Good question, Robert! Yes, all of the Train the Trainer courses we offer are in line with the new MEWP standards. To learn more, visit https://www.genielift.com/en/support/training and scroll down to “Train The Trainer.”

Q: Is it better for me to stock or to expedite parts?

A: Having parts on hand can reduce the amount of time your fleet spends in the shop. Stocking commonly used items such as filters, decals, and joysticks makes it easier to keep your equipment rental ready and on the job. Expediting should be reserved for unexpected repairs usually due to customer damage. When parts do need to be expedited, most line items can be shipped on the day of order. Another advantage of stocking parts is lower cost. Qualified stocking orders over $750 can take advantage of Genie’s free freight program.

Q: Do you carry non-genie parts?

A: Yes, Genie offers aftermarket parts to fit JLG and Skyjack machines at competitive prices. Adding some of these parts to your order can be a great way to reach the $750 threshold for free ground freight.

Q: If an order is split up, would it cost us more in freight?

A: Freight cost depends on size and weight of packages. Depending on quantity and type of parts, many orders ship in multiple packages anyway. Most customers will prioritize speed of delivery over freight cost due to get machines up and running and back on rent quickly. However, there are many options when it comes to controlling freight cost.

1. When placing a Genie parts order on http://www.GoGenieLift.com and choosing to purchase freight from Genie, customers have the option to view parcel freight cost at the time of order. These fixed freight charges are not affected by split shipments, backorders, or multiple packages.

2. Planning ahead and choosing to ship using ground freight is a great option to cut cost. Most US locations are within 2 days parcel ground freight from one of Genie’s two parts warehouses.

3. If orders are consolidated and reach more than $750, they can qualify for free ground freight in the US and Canada.

Q: How can I reduce my maintenance cost?

A: Performing regular preventative maintenance and using Genuine Genie parts is the best way to reduce maintenance cost for Genie Lifts. Genuine Parts are designed to fit and function properly in your lift. Using Genuine parts will ensure you get the longest life from the part and the machine that part is installed in. Genie Genuine parts are designed and tested to last in the field. This extends the intervals between parts replacement so your machine will spend less time in the shop and more time collecting rent.

Q: How should I indicate that I want my parts orders to ship complete?

A: When ordering parts on http://www.GoGenieLift.com, just select ship complete when you place your order. We will hold your parts until everything can be shipped at the same time. If you are ordering over the phone, just ask your Genie Customer Service Representative to ship your order complete.

Q: Why isn’t there an critical parts list available by the launche of new machines for example the S85XC?. So that you’re parts department can stock them? Reality is that we are regularly forced to removed parts from our stock machines. By the lack of stock and the call to order parts.  In short, the parts supply is behind compered to the new machines. What are you doing to improve this??

A: Thank you for this question. Genie’s goal is to have all parts for new machines available at product launch. We are making several changes to improve in this area. Our New Product Development Teams use a phase gate process to manage everything from concept to design to product launch. After each phase, teams attend a gate review to ask for approval to move the project into the next phase. Parts teams are now integrated into this process much earlier than in the past. Parts availability to order is now one of the key criteria in determining if a project is able to pass through the gate to the next phase. The purpose of doing this is to begin creating and stocking service parts much earlier in the product development process in order to have them available when the first machine ships to a customer.

Q: I own a GR-20. I’ve always stored it inside…it’s my baby. But, can it be stored outside? I see rental companies with all kids of lifts parked outdoors. (Though I’ve never seen a one-man out). Can it stay out in the rain?

A: Hi Adrian! While block heaters, battery blankets, hydraulic tank heaters, etc. are available for extreme cold temperature operation, storing your Genie GR-20 inside will be the best bet, for keeping it in optimal condition. To learn more about protecting your machine from the winter elements, check out our article here: https://www.genielift.com/en/aerialpros/arctic-blast .