PHILADELPHIA. Mack Trucks introduced Mack Certified Uptime Centers, a new dealer service certification dedicated to maximizing customer uptime. Mack made the announcement on Oct. 19 at the American Trucking Associations Management Conference & Exhibit at the Philadelphia Convention Center.
Mack stated that its Certified Uptime Centers are the latest extension of Mack’s commitment to keeping customers’ trucks and operations at peak productivity. “Thanks to standardized workflows and service processes, as well as redesigned service bays, Mack Certified Uptime Centers will enable faster and more efficient service and repair,” the company said. “The revisions will also offer more transparent information to the customer, helping them to make quicker decisions for their business.”
“This certification goes beyond just improving diagnostic times,” said President Stephen Roy. “We’re increasing customer uptime by changing our approach to the service process, ensuring our customers’ trucks are diagnosed and repaired efficiently and returned back to them as quickly as possible.”
Mack Certified Uptime Centers will feature “uptime bays” reserved specifically for trucks with service and repair tasks requiring less than four hours of work. Customers with vehicles needing a quick repair will be rapidly diagnosed, serviced and returned to work, increasing efficiency at the dealership and improving a customer’s ROI, Mack said.
Mack’s Uptime Solutions, including Mack GuardDog Connect telematics and Mack ASIST service management system, will be built into the new Mack Certified Uptime Centers’ workflows. Mack’s recently announced integration of Truck Diagnostics System (TDS) and Mack ASIST will also support Certified Uptime Centers.
Mack is currently piloting the certification at 21 locations throughout the U.S. and Canada.
“The Mack Certified Uptime Centers pilot has significantly reduced the amount of time we’re spending on diagnostics and has also allowed an increase in technician productivity,” said Jon Miller, service manager at Vanguard Truck Center of Phoenix, one of the pilot locations. “Our customers have noticed they’re getting their trucks back more quickly, as the new workflows are helping us be more efficient and move trucks through the repair process faster.”
Mack will continue its Certified Uptime Centers pilot through 2015, and will begin the rollout of the certification to the Mack Trucks dealer network in 2016.