ArvinMeritor launches new customer support service
LOUISVILLE, Ky. — ArvinMeritor announces a new original equipment (OE) dealer customer technical support center, called OnTrac, that offers “real time” support for U.S. and Canadian heavy-duty truck and trailer dealers.
Accessible via the telephone and Internet to ensure fast and accurate responses to their questions, the company’s representatives will assist dealer service and warranty personnel with diagnostics, repair strategies and repair times; validate warranty coverage and claims; and expedite parts for repairs.
The new technical support center, located at the company’s Troy, Mich., headquarters, will be launched in phases beginning in July, and will be made available to the entire U.S. and Canadian truck and trailer dealer network by January.
Support personnel will be available 8 a.m. to 8 p.m. EST.
Teams of specially-trained and highly-experienced products and services experts will step up customer service by responding to telephone and on-line inquiries – via XpresswayPlus.com, the company’s source for parts information and ordering – about truck and trailer axles, suspensions, clutches, drivelines, ZF Meritor transmissions, and braking systems – including Meritor WABCO’s air compressors, air dryers and ABS-related products.
“We are making a substantial investment in people, systems and process changes to assure quick and accurate customer responses,” says Joseph Mejaly, director, Customer Support Services.
With the advent of OnTrac, experienced district service managers will refocus their efforts to training dealer service managers and technicians on proper repairs of components and will provide personal support whenever necessary.
The company’s Customer Service Center will continue to operate separately from the new OnTrac team. It is available at 1-800-535-5560.
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