Mack Designates First Four Certified Uptime Centers
February 08, 2016
Mack Trucks has announced the first four dealer locations to achieve the Mack Certified Uptime Center designation.
The first four dealers to be certified are Vision Truck Center of Ontario, Canada, Vanguard truck Center of Phoenix, Ariz., Nextran Truck Center of Birmingham, Ala., and Westfall O’Dell Truck Sales of Kansas City, Mo.
All four dealers were part of Mack’s Certified Uptime pilot program. Mack Certified Uptime Centers feature standardized workflows and service processes as well as redesigned service bays that offer more efficient service to customers.
In order to earn certification, Mack evaluates dealer service locations on 28 required process elements, ranging from shop organization to implementation of diagnostic tools. The certification process takes around eight weeks and includes a final assessment to determine if all of the requirements have been met.
“We, along with other dealer groups, worked closely with Mack to gather proven ideas that help improve the service process for customers,” said John Slotegraaf, dealer principal, Vision Truck Center. “In fact, many of the 28 process steps required for certification are tried-and-true methods that have been tested every day at the dealer level.”
In addition to the required certifications, the dealer locations had to implement redesigned service bays that were focused on quick turnaround times. The uptime bays make use of Mack’s uptime tools to diagnose customer issues with speed. Trucks with repairs that require less than four hours are repaired immediately rather than being shuffled to the back of the line.
Mack will continue to roll out Certified Uptime Center certifications to its dealer network throughout 2016, with a focus on major markets.