Owner of heavy vehicle specialist, FRM in Launceston, Ed Jones has worked in the automotive industry for 18 years, predominantly in the passenger car sector. He started at 21 selling used cars and new Suzukis, selling a car on his first day at work, which caused him to fall in love with the trade.
He later moved to north Queensland, working for Pacific Toyota before returning to Tasmania in 2012.
Ed became a director of the Local Motor Group but decided he wanted a change. He wanted to stay in the state, however, because of lifestyle and family reasons. There aren’t many privately owned passenger car franchises available in Tasmania, though, so Ed decided to get involved in the heavy vehicle industry.
“There’s less disruption in the truck space than in cars,” said Ed. “From a technology point of view, with the electrification of passenger cars and the carbon tax, trucks don’t seem to be as affected today because the technology isn’t ready to come into the market to support what trucks need to do. Because of the importance of freight and haulage, I don’t think things will change quickly.”
Ed saw the potential for growth immediately.
“My early observations are that there are opportunities in the truck space, particularly in after-sales retention. We’re trying to keep existing business while attracting new customers.
“FRM had been owned for 40 years by four directors but, in the last couple of years, had run out of energy, so I needed to spend money on tools and air conditioning and lights and training for staff; all the basics. I want the people in the workshop to have all the things they need to do their job. That’s my responsibility.”
When asked if he had issues attracting and retaining staff, Ed said the business “was pretty good”.
It’s no surprise that good businesses often have fewer problems with staff turnover. It begs the question: Why would staff leave to go elsewhere if where they work for a great business in the first place?
“From a staff perspective, we want to look after the people we’ve got, so they tell other people a positive story about working here,” said Ed.
He has further plans to improve conditions.
“We’re working on designing a nine-day fortnight for our staff. That’s an example of an initiative where we are moving with the times. We’re also looking at five weeks’ annual leave, too.”
Ed aims to make FRM the most attractive place to work in Tasmania’s heavy vehicle sector.
“It’s never been easy to employ but, especially in regional areas, the best staff come from word of mouth,” said Ed. “So, you must have a nice place to work and then the staff will help promote the business and build the team. If there is less turnover, you need to employ less often and it shows that you probably run a good business.
“You can sit and say that it’s difficult to get staff, or you can create a good environment for staff that will attract people,” said Ed.
Ed has three TACC apprentices and things are working out well.
Thirty-year-old Sebastien recently set a national benchmark for movement efficiency and time taken to complete a basic service; all presided over by a Hino Skills Trainer.
First-year apprentice, Brodie has been with FRM for three months.
“I’m really enjoying it,” he said. “Trucks are good to work on. I do services, wheels, brakes, suspension… I’m always doing something different.”
Joe is also a first-year heavy vehicle apprentice. Unusually, he is already a qualified light vehicle mechanic, but was drawn to the trucking industry because “there is a better working environment and a bit more money” and he’s happy with his new boss.
Ed’s happy too.
“From an apprentice perspective, TACC is really good,” he said. “It gives our apprentices structure and gives them a good platform for feedback. It helps us with training and accountability.”
His partnership with TACC works well.
“There’s the interest from TACC to check in on how the apprentices are going. This, along with our interest in our people, adds a second layer. The apprentices feel there’s more interest in them and their outcomes,” said Ed.
FRM has three sites: Devonport, Hobart and Launceston, with 45 staff combined; 30 in the workshops.
Known from the start as FRM, Ed will soon re-brand his business to Tas Trucks.
His customers are small-to-medium rigid truck owners; from fleet owners to small business operators, such as plumbers, builders and landscapers.
For Ed, the customer is king.
“The average ownership cycle for one of our trucks is seven years and they are serviced three or four times per year, so that gives us between 21 and 28 touchpoints with the customer before they re-purchase. That’s why we must get the service and aftersales piece right, so the customer stays within the business.”
To ensure this, Jones offers after-hours service, along with remote and breakdown offerings.
Ed Jones concentrates on looking after his staff and customers. Doing the basics well is still the best formula for success in town.