Aki Heikkinen: Two decades of building success together with our customers

Two decades of partnership

When Aki joined Kalmar in February 2006 as a Sales Manager, his responsibilities covered both Rubber-Tyred Gantry (RTG) cranes and straddle carriers. Almost 20 years later, he sees many of the fundamentals of his work as unchanged. "Customers need support throughout the buying process. Our role is to understand what they are trying to achieve, explain the available solutions and help find the right fit for their operation."

Customers need support throughout the buying process. Our role is to understand what they are trying to achieve, explain the available solutions and help find the right fit for their operation.

This approach is particularly important in the straddle carrier industry, where long-term relationships play a significant role. Customers make substantial investments in their equipment, and decisions often have an impact on their operations for many years.

For Aki, building those relationships means being there beyond the initial sale. "All of our customers know we see things through to the end. If we run into issues, we resolve them, even if it takes time."

All of our customers know we see things through to the end. If we run into issues, we resolve them, even if it takes time.

Over the years, this commitment has given Aki the opportunity to work with customers across different markets and operating environments, while developing a deep understanding of the factors that shape their equipment and technology decisions.

Technology keeps moving forward

While the fundamentals of customer relationships have remained largely unchanged, the technology itself has evolved rapidly. Improving fuel efficiency has long been a priority, leading to the introduction of Kalmar’s hybrid straddle carrier in 2014 and, later, the electric straddle carrier in 2023. Today, nearly 1,000 hybrid straddle carriers are operating worldwide, while also orders for electric machines continue to grow. "Technology has advanced tremendously, and together with our customers, we've been at the forefront in many respects," Aki says.

Electrification is an increasingly important part of the conversation with customers. While interest in electric equipment is strong, the transition involves more than simply replacing diesel-powered machines. "The biggest consideration is often the terminal infrastructure – charging stations and the available power grid. Every terminal has its own circumstances, so the solution needs to be considered from the perspective of the whole operation."

The biggest consideration is often the terminal infrastructure – charging stations and the available power grid. Every terminal has its own circumstances, so the solution needs to be considered from the perspective of the whole operation.

For early adopters, the move towards electric equipment is already demonstrating potential benefits including lower operating costs, reduced emissions and a quieter working environment.

For Aki, this highlights the importance of understanding each customer's individual situation. "Every terminal is different. The key is finding the solution that fits the customer's specific operational and business requirements."

Every terminal is different. The key is finding the solution that fits the customer's specific operational and business requirements.

What makes it meaningful

After two decades in the industry, Aki says the most rewarding part of his work is seeing a project come together and knowing that it delivers value for the customer. "The best feeling is sitting down with a customer after the project and hearing that they're happy with what we built together." For Aki, that is what makes long-term customer relationships so meaningful – and what continues to motivate him after 20 years in the straddle carrier business.

The best feeling is sitting down with a customer after the project and hearing that they're happy with what we built together.

Aki sharing the latest updates on Kalmar FastCharge at TOC Europe 2022.