We met with Giancosimo Burti, Dieci’s After-Sales Manager, to discuss after-sales service – a key consideration for those who use telehandlers and construction machinery every day, where operational continuity, rapid response times and component quality have a direct impact on work efficiency.
Let’s hear from Giancosimo how Dieci’s after-sales service helps to reduce vehicle downtime and safeguard the value of the investment through a number of key elements:
- Genuine Dieci spare parts, developed to ensure compatibility, reliability and performance in line with the vehicle’s original standards;
- An authorised service network, comprising authorised dealers and qualified service centres, that supports customers in identifying spare parts and carrying out maintenance and technical repairs;
- A 3-year warranty, providing extended cover that reflects Dieci’s confidence in the reliability of its products;
- DTS telematics: remote data and alerts help enable faster diagnostics and more targeted interventions.
- Ongoing training: technical updates and close collaboration with the network ensure a qualified and competent service across different markets.
How Dieci’s After-Sales department operates
Hello, Giancosimo. First of all, could you tell us a little about yourself? When and how did your journey with Dieci begin?
I joined Dieci in 2015 as Warranty Manager. This role gave me the opportunity to get to know our network first-hand and gradually develop a deeper understanding of the features of our vehicles. In January 2023 I became the After-Sales Manager. Today, I coordinate the activities that support customers and dealers after their purchase, with the aim of providing rapid, expert and coordinated assistance.
What business units make up Dieci’s After-Sales department?
The department consists of 35 staff members across 8 units:
- The Service unit, dedicated to technical support;
- The Training unit, responsible for delivering training at our headquarters and at dealers’ premises;
- The Warranty Office, which manages claims and warranty-related processes;
- The Technical Documentation unit, which updates spare parts catalogues and user and maintenance manuals;
- The Spare Parts unit, which receives and processes orders from dealers;
- The Warehouse unit, responsible for preparing and dispatching orders;
- The Dieci Service unit, dedicated to minor repairs and specific modifications;
- The Purchasing unit, which focuses on sourcing spare parts.
Within the department, we also manage all after-sales purchasing relating to specialised equipment and any optional extras available on the after-market.
Where and how to buy Dieci spare parts
When a customer needs a Dieci spare part, what is the correct procedure to follow?
The first point of contact is the nearest authorised Dieci dealer or service centre. The network has access to the spare parts catalogue, technical tools and all the information required to identify the correct component, check its availability and place the order. For the customer, this means being able to rely on a single point of contact, capable of providing support both when selecting the right part and, if necessary, during installation.
What information does the customer need to have in order to identify the correct spare part quickly? For example, the vehicle model, serial number, year of manufacture and part number.
The only information required is the vehicle’s serial number, which allows us to identify the model, year of manufacture and all the details needed by Dieci Service to locate the correct spare part.
The serial number is located inside the cab and at the front of the chassis. On most models, it consists of 17 alphanumeric characters; on some older vehicles, however, it may contain as few as 10 characters.
What role does the network of authorised dealers and service centres play in helping customers choose the right spare part?
The network of Dieci dealers and authorised service centres plays a vital role.
They provide comprehensive support to customers, starting with the sale of the vehicle, offering all the information needed to identify the correct model, providing support throughout the warranty period, assisting with spare parts ordering and maintenance work, and delivering the training required for the correct use of the vehicle.
Once the dealer has identified the required spare part and contacted Dieci to obtain it, who carries out the replacement of the component on the vehicle?
The replacement is carried out directly by the dealer or by an authorised workshop. Most businesses within our dealer network have their own structures complete with workshops, enabling them to provide comprehensive support to customers.
However, if the dealer does not have a workshop or if access to one is not possible, you can contact an authorised service centre in your area.
How important is it to use genuine spare parts?
Genuine spare parts are designed and tested to work seamlessly with the vehicle’s configuration. The telehandler’s longevity and optimum performance can only be ensured through the use of genuine spare parts. By contrast, using non-genuine Dieci spare parts exposes the vehicle to the risk of premature wear, increasing the likelihood of downtime and further repairs.
3-year warranty
Dieci offers a 3-year warranty: what does this actually mean for the customer in terms of after-sales service?
The extension of the warranty from 12 to 36 months reflects the confidence we have in the reliability of our vehicles. On the one hand, it enables us to offer customers greater peace of mind and security; on the other, it demonstrates just how strongly we believe in the quality of our products.
The reliability of our vehicles is reflected in the loyalty of our customers, who continue to choose us, even after decades.
How is access to genuine Dieci spare parts guaranteed during the warranty period?
Spare parts support is managed by dealers through the DCS spare parts portal. Once the order is confirmed, the spare part is prepared and dispatched according to the service level best suited to the urgency of the repair:
- 24-hour order, dispatched the same day;
- 48-hour order, dispatched the following day;
- standard order, dispatched within 5 working days (3 days on average);
- stock order, dispatched within 15 days (9 days on average).
Following delivery to the dealer, the spare part is fitted by authorised technicians, who verify that the vehicle is operating correctly before returning it to the customer.
How does the Dieci network support customers in the event of a warranty claim?
Whether under warranty or not, every customer is always provided with the highest level of support: a vehicle that is out of service, regardless of the reason, must be returned to operation as quickly as possible. This principle is at the heart of everything we do. For warranty claims, spare parts and labour are covered in accordance with the terms of the applicable warranty.
Telematics and scheduled maintenance: earlier intervention equals more effective intervention
What role does telematics play today in the development of Dieci’s after-sales service?
We firmly believe in telematics (DTS – Dieci Telematic System) and continue to invest heavily in its development.
Minimising vehicle downtime is the key benefit we offer our customers. Telematics enables us to achieve this by remotely analysing information about the vehicle’s operation and receiving alerts that support an initial assessment. While this does not replace technical intervention, it allows us to approach the diagnosis with more information and prepare a faster, more targeted response.
What information can be monitored remotely via the telematics service?
The data we can access through the DTS include:
- operational data;
- operating parameters;
- error messages;
- geolocation;
- usage patterns and many other related data
The system enables us to monitor all the vehicle’s vital functions: if a reading falls outside the standard parameters, the DTS flags it for a preliminary check.
What advantages does this approach offer customers with large fleets or hire companies?
For large fleets and hire companies, having a centralised overview of their vehicles helps them schedule maintenance, monitor operating conditions and manage their fleets more efficiently. The benefits are twofold: improving vehicle availability while supporting more informed management of costs and return on investment.
What is the difference between scheduled routine maintenance and predictive maintenance?
Routine scheduled maintenance follows predefined intervals and, through the DTS, can remind both the owner and the dealer when service is due.
Predictive maintenance, by contrast, is based on analysing the data provided by the vehicle to identify signs that may indicate an impending fault. The aim is to intervene whilst the issue is still manageable, before it develops into a breakdown and causes operational downtime.
Could you provide a practical example – even a general one – of how a remote diagnosis has reduced repair times or avoided unnecessary travel?
One recent example involved a sensor fitted to the stabiliser leg of one of our telehandlers. The operator had accidentally struck the affected area, damaging a cable without realising that a fault had occurred. Although the problem was not immediately visible, it could have caused serious damage to the vehicle over time. Alerted by the DTS, the dealer was able to assess the situation and take action before the issue worsened.
Another example is coolant temperature monitoring. If the temperature rises above the set threshold and the operator does not notice the on-board warnings in time, the system can send an alert to authorised contacts. The service team can then contact the customer and guide them through the necessary checks, helping to prevent more serious consequences.
How has the telematics system been received by customers?
Initially, customers did not fully recognise the system’s potential. Today, with the increasing use of electronics in machinery and a greater focus on data management, interest has grown significantly. Our aim is to support customers and dealers throughout this journey, helping them to understand the benefits and make full use of the system’s capabilities.
The Dieci after-sales network: proximity, expertise, and continuity
How are Dieci technicians trained and kept up to date on products, spare parts and digital tools?
Our vehicles are constantly evolving, and we continuously strive to innovate in order to meet the demands of an increasingly demanding market. Therefore, in order to ensure they are used to their full potential, it is essential that their features are explained thoroughly and updated regularly.
To train and keep our network up to date, we organise weekly face-to-face training courses, during which we explain the vehicles’ functions, the latest technical developments, and the benefits and potential of the new product ranges.
Most of these activities take place at the Dieci Training Centre, although we also provide training sessions at dealers’ premises.
Each course combines theory with practical experience: participants can analyse the latest solutions, work directly on the vehicles and gain a deeper understanding of service procedures. The aim is to build a highly trained network, capable of representing the brand and providing expert support to customers in every market.
How important is collaboration between the parent company, dealers, authorised workshops and end customers?
Collaboration between the parent company, dealers, service centres and end customers is essential. The objective is to provide end customers with immediate access to information by connecting both the after-sales and sales departments with the parent company.
Having an international network enables us to remain close to our customers, while also giving them access to the expertise of our head office.
How do you gather feedback from the field, and how does this information help improve products, spare parts and services?
The feedback we receive from dealers is invaluable: it is the only way we can truly understand how our products perform in the field. We gather this feedback through daily communication with the network and regular visits to dealerships. The information is then shared with the relevant departments to support the ongoing development of products, spare parts, documentation and services.
What is your main priority today in the development of Dieci’s after-sales service?
Dieci’s after-sales service currently has three main priorities:
1. Reducing spare parts delivery times by making the process even faster and more efficient;
2. Strengthening the responsiveness of the Service department to provide timely support to both the network and customers;
3. Promoting the use of the DTS by training dealers and users to make full use of its features.
How important are after-sales services today in differentiating brands?
After-sales support is an essential asset. Even the most reliable product may require maintenance or assistance during its operational life. The real difference lies in the quality of the response: providing an efficient support service that combines quality and speed is one of the key strengths we want to highlight to ensure customers choose our brand.
The time between a fault being reported and the service intervention is what sets us apart on the market, and is what we want to make our greatest strength.
Conclusion
We would like to thank Giancosimo for his time and for providing such a detailed overview of the After-Sales department – a complex department that not only manages what happens after the sale, but also plays a far broader and more strategic role.
Thanks to the department’s outstanding work, the network of Dieci dealerships around the world is able to reliably support the parent company with training courses, direct communication, access to comprehensive tools and a dedicated priority communication channel.
The ultimate goal remains the same: to support every customer, even those furthest away, in the shortest possible time, delivering quality, professionalism, speed and expert assistance.
FAQs
Brief answers to the most frequently asked questions about Dieci spare parts, warranty, support and telematics.
Where can I purchase Dieci spare parts?
Genuine Dieci spare parts can be purchased through your local Dieci dealer or service centre. The dealer identifies the correct component, orders it through the spare parts portal and also supports the customer with the replacement.
Why choose genuine Dieci spare parts?
Because they are designed to ensure complete compatibility, reliability and the long-term preservation of the vehicle’s performance, reducing the risk of secondary wear and long-term damage.
How can I request assistance for a Dieci vehicle?
You can request assistance by contacting your dealer or an authorised Dieci service centre. Authorised Dieci technicians have the technical expertise and tools required to deal with any enquiry.
Who should I contact if a Dieci vehicle breaks down?
In the event of a breakdown, your first point of contact should be your Dieci dealer or an authorised Dieci service centre. A Dieci technician can diagnose the fault, order the necessary spare parts and carry out the required repairs directly on the vehicle.
How do I find my nearest Dieci service centre?
To find your nearest service centre, visit the Dealers page on the Dieci website or contact the Dieci sales network in your country.
What does the Dieci warranty cover?
The warranty protects the customer for the specified period and allows repairs to be carried out through the authorised Dieci network, with access to genuine spare parts and technical support. The specific conditions depend on the vehicle’s warranty terms.
How long does the Dieci warranty last?
As of April 2026, the Dieci warranty has a maximum duration of 36 months, or 3 years. However, the specific conditions depend on the vehicle’s warranty terms. To verify the validity, terms and conditions, please contact your local dealer.
Is the Dieci warranty valid abroad?
The Dieci warranty is also valid abroad. To confirm its validity, conditions and the procedure for making a claim in the country where the vehicle is being used, please contact your dealer.
What maintenance checks are recommended for a Dieci telehandler?
We recommend carrying out the checks specified in the vehicle’s maintenance schedule, paying particular attention to vital operating parameters, the engine, the load, error messages and the coolant temperature.
How often should routine maintenance be carried out on a Dieci vehicle?
The frequency depends on the model, operating hours and the specified maintenance schedule. The DTS system helps customers maintain the vehicle correctly by sending reminders as scheduled maintenance dates approach.
Is it possible to schedule preventive maintenance?
Yes. Scheduled maintenance and the analysis of vehicle data allow checks and interventions to be planned before a fault develops into a breakdown.
What will happen if I use non-genuine spare parts on a Dieci vehicle?
Using non-genuine spare parts not only invalidates the warranty but can also compromise the vehicle’s efficiency, cause secondary wear and tear, and result in long-term damage.
Do genuine Dieci spare parts improve the vehicle’s service life?
Yes. Genuine spare parts are designed to maximise the vehicle’s service life, ensure component compatibility and maintain performance over time.
How can I identify the correct spare part for my Dieci model?
Simply provide the Dieci service centre with the vehicle’s serial number. This allows the dealer to identify the model, year of manufacture and the correct component.
Can Dieci spare parts be ordered online?
End customers can order spare parts through a Dieci dealer or service centre. Authorised dealers can access the Dieci spare parts portal and process orders directly.
How long does it take to receive a Dieci spare part?
Various delivery options are available depending on the urgency of the repair: 24-hour order, 48-hour order, standard order with dispatch within 5 working days (3 days on average), and stock order dispatched within 15 days (9 days on average).
Does Dieci offer remote technical support?
Yes. Through the Dieci Telematic System, the service centre can remotely analyse vehicle data, identify faults and organise faster, more targeted repairs.
What is the Dieci telematics service?
The Dieci Telematic System (DTS) enables the remote monitoring of the vehicle’s operation, key operating parameters, error messages, location and other data that support maintenance.
Does telematics help prevent breakdowns and vehicle downtime?
Yes. By analysing data and alerts, it is possible to identify anomalies before they cause a stoppage and take action before they develop into breakdowns or vehicle downtime.
Is it possible to remotely monitor the performance of a Dieci vehicle?
Yes. The DTS allows you to monitor operating parameters, error messages, the vehicle’s location, operating hours, the attachment in use and other related data.
How does diagnostics work on Dieci vehicles?
The system collects and analyses the vehicle’s operating data. When a value falls outside the normal parameters, it generates an alert that enables both the customer and the service team to investigate the cause promptly.
Where can I find Dieci user and maintenance manuals?
The technical documentation is supplied with the vehicle. If you need to request a copy, please contact your Dieci dealer or service centre, indicating the vehicle’s serial number.
What should I do before contacting Dieci service?
Before contacting the service team, it is helpful to have the vehicle’s serial number to hand, describe the problem and check for any error messages or warnings displayed on the screen or via the DTS.
What information do I need to provide when requesting assistance?
The most important piece of information is the vehicle’s serial number. It is also helpful to specify the type of fault, any error messages and the circumstances in which the problem occurred.
Where can I find the vehicle’s serial number?
The serial number is located inside the cab and on the front of the vehicle’s chassis. It consists of an alphanumeric code of either 17 or 10 characters.
Is the serial number required to order spare parts or request assistance?
Yes. The serial number allows us to accurately identify the vehicle’s model, year of manufacture and configuration, making it easier to select the correct spare part and process service requests.
Does Dieci’s service team carry out work directly on site?
In some cases, yes. The authorised dealer or service centre may carry out work at the customer’s premises or on site, depending on the type of work required and the organisation of the local service centre.
How can I minimise vehicle downtime with Dieci’s after-sales service?
It is important to use genuine spare parts, carry out scheduled maintenance and take advantage of DTS diagnostics to help prevent malfunctions. In the event of a breakdown, we recommend contacting your nearest Dieci service centre promptly to request assistance.
What advantages does a specialised Dieci service network offer?
It provides technical expertise, immediate access to information, accurate spare parts identification, qualified servicing, training and a direct connection to the parent company.
Is it possible to update the software or electronic systems on Dieci vehicles?
Dieci vehicles are constantly evolving, and the network is regularly updated with new features and digital tools. To check whether updates are available for your vehicle, please contact your authorised dealer.
Is it possible to purchase after-market equipment or optional extras for Dieci vehicles?
Yes. After-market accessories and optional extras can be purchased through the Dieci dealer network. Your local dealer can verify compatibility using the vehicle’s serial number and order the required component.