Husqvarna Avoids Damage to Customer Service with Recent Management Changes

In the last few years, Husqvarna has made many changes to management and production. After moving zero-turn mower production from Beatrice, NE, to Orangeburg, SC, at the end of 2010, the manufacturer experienced production delays. Husqvarna stressed that customer service and delivery reliability were their priorities going into 2012.

To improve customer service, the manufacturer launched AnswerArmy.com and re-launched the “Customer Support” section of Husqvarna.com. To address the previous production issues, Husqvarna started pre-season production for 2012 earlier than usual. That spring, production was on-target and they produced a stronger first quarter with a net sales increase of 9%.

Several adjustments were also made to management. At the end of 2011, Hans Linnarson was appointed CEO and president of Husqvarna Group after Magnus Yngen’s termination following a leave of absence. In January 2013, Michael Jones, executive vice president and head of business unit Americas, decided to leave the Husqvarna group and head to Lowe’s. Earl Bennett, vice president and general counsel for Americas, was appointed acting head of Americas during the replacement search. Effective August 15, 2013, Alan Shaw has been appointed executive vice president, head of business area Americas.

After all of the changes to production and management, it wouldn’t be a surprise to see Husqvarna customer service faltering. Some dealers are happy to report that it hasn’t.

“After Mike Jones announced his resignation, Husqvarna didn't miss a beat,” says David Wood of Smitty's Lawn & Garden Equipment in Olathe, KS. “We didn't see any changes that affected the way we did business with Husqvarna at all.”

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