#MATS: Daimler dealers establish new certification standard
March 21, 2012
LOUISVILLE, Ky. -- Daimler Trucks North America (DNTA) today announced a new Elite Support dealer service network, which the company says provides quality assurance, quick diagnostics, fast turnaround times and consistent communication.
LOUISVILLE, Ky. — Daimler Trucks North America (DNTA) today announced a new Elite Support dealer service network, which the company says provides quality assurance, quick diagnostics, fast turnaround times and consistent communication.
In the coming months, Daimler dealers in the US and Canada will announce their participation in the program by hosting open houses, DTNA announced at the Mid-America trucking Show.
“Dealer standards programs from OEMs are nothing new, but dealer-driven ones are,” said Martin Osborne, general manager of distribution network development for DTNA. “What sets Elite Support apart is that DTNA-affiliated dealers are using continuous improvement methods to provide the foundation and skills for dealers to address their self-identified opportunities for improvement.”
Daimler said the program has been nearly three years in the making. To become Elite Support-certified, dealers must demonstrate proficiency annually in 10 different areas, including: service and parts processes; technical and operational training; customer amenities; and express assessment. Daimler says 79 of its dealers have already certified with another 76 in the process of being certified. Dealers that qualify for the program must be recertified annually, DTNA announced.
“The current standards are the beginning, not the end,” said Osborne. “This collaborative program between DTNA and our truck dealerships will continually raise the bar so our end customers benefit from the improved customer service experience and standardization Elite Support offers. The renewed culture of pride the program is building with our dealer partners is an added benefit.”
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