BRAMPTON, Ont. — Divested by Meritor and under new ownership, Mascot Truck Parts Canada will continue to be a major remanufacturer of heavy truck components with a renewed focus on customer service, officials said Friday.
The company is looking to increase remanufactured product availability across Canada and to reduce delivery lead times for critical components to its wholesale customer base to better serve end-users.
Since being purchased from Meritor a month ago, Mascot has been increasing production levels to increase inventory levels across an expanded Canadian distribution network, said Bill Statham, president of Mascot Truck Parts.
“The strategy has to change. Customers no longer want to wait for their most popular major drivetrain components to be repaired and returned,” Statham said. “Our business model is largely based on opening multiple new logistics warehouses across Canada, strategically selected to complement existing logistics locations and to better mirror the expanding needs of our wholesale customer base.”
Mascot says it has also stepped up its customer service by improving the response rate and measuring its own support of customers’ needs.
“By centralizing and standardizing our customer service in one Canadian location, we can maximize upon the technical skills of our service experts,” said Statham. “We must ensure that when our customers call, we have the right inventory in the right location at the right time. When we do not, it’s critical we capture that information so we can consistently improve our customer experience.”
Mascot will continue operating from its network of 17 third-party logistics locations across the US and says customer service levels and response times there will remain unchanged. It also plans to retain its current field representation.
Statham said Mascot is looking to move its Canadian production activities out of its current location and into another larger location within the Greater Toronto Area.
Through its wholesale customer network, Mascot remanufactures and distributes a full line of all-makes manual transmissions, differentials, steering gears and pumps as well as build-to-order driveshafts for the heavy-duty aftermarket.
“We are proud to be the only wholesale aftermarket channel partner in our industry and are going to be working very hard over the next several quarters to redefine customer service once again,” vowed Statham.
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