Tesla has made significant changes to its local after-sales operations in Australia to better support fleet operators and retail customers, addressing concerns around service capacity, turnaround times, and parts availability.
In a recent interview on the Fleet News Group podcast, Thom Drew, Country Director (Motors) for Australia and New Zealand, outlined the company’s investment in service infrastructure and systems designed to reduce downtime – a critical factor for Fleet Managers and novated lease drivers alike.
“We now have almost 140,000 Teslas on the road in Australia, and our focus is making sure they stay on the road,” Drew said. “That means improving the way we service vehicles and manage parts locally.”
Servicing Shifts to a Needs-Based Model
Unlike traditional manufacturers that rely on scheduled servicing intervals, Tesla has adopted a needs-based model, which helps reduce maintenance costs and unnecessary downtime. However, this approach also places greater importance on the responsiveness and capability of the service network when issues do arise.
“We’re not in a perfect state – we’ve grown quickly – but we’re actively investing in making it better,” Drew explained. “That includes adding skilled technicians and ensuring we’ve got the right parts, at the right time.”
Tesla service centres are now equipped to respond to fleet and consumer needs with more flexibility, and the company has committed to continuing its expansion to meet demand across metropolitan and regional areas.
New Melbourne Parts Warehouse Improves Availability
One of the biggest improvements Tesla has made is the localisation of its parts supply chain. Over the past 18 months, Tesla has brought parts management in-house and established a dedicated warehouse and distribution centre in Melbourne.
“Previously we relied on third parties. Now we manage parts ourselves, which gives us more control and quicker access,” said Drew. “The warehouse supports both our service centres and authorised repairers, including body shops.”
This change is aimed squarely at reducing what the industry calls “key-to-key time” – the period between when a vehicle enters the workshop and when it’s returned to the road. For fleets with limited spare vehicles or tight operating schedules, this can make a significant difference to productivity and cost.
Tools to Streamline the Experience
Tesla is also working to improve the digital experience for fleet and retail customers managing service. Through the Tesla app and Tesla for Business portal, users can book service visits, approve warranty items, and track progress in real-time.
“We recently introduced a $0 auto-approval feature for warranty repairs,” Drew said. “That helps speed up the process and get vehicles back on the road faster.”
The portal also supports fleet-level administration, allowing Fleet Managers to centralise vehicle information and manage maintenance across their fleet. Feedback loops are being prioritised to ensure the platform continues to improve.
Continuous Listening, Faster Fixes
Tesla’s field service team actively monitors its Supercharger network and service operations to maintain high uptime and fast response times.
“Things do break – but the key is having the parts on hand and the teams ready to respond. That’s how we maintain 99.5% uptime across our charging network and how we’re approaching vehicle service too,” said Drew.
Fleet Managers often raise concerns about emerging brands lacking after-sales support, especially as new OEMs enter the EV market. Tesla’s moves to localise support, streamline parts supply, and listen to customer feedback offer a response to those concerns – and signal a maturing approach to fleet aftercare.
More to Come
According to Drew, this is just the beginning. With the company’s after-sales operations now reporting directly to the senior leadership team in Australia, further improvements are expected in the coming months.
“We know how important after-sales is to the fleet market. We’re listening, we’re investing, and we’re here for the long haul,” he said.
