IC Bus dealers are eligible to achieve certification for quality service and ‘uptime,’ parent company Navistar’s commitment to keep customer vehicles up and running.
Dealers can receive the Diamond Edge Certification by meeting what Navistar called “rigorous” parts and service metrics that is based upon customer dwell time, or how long it takes for a vehicle to be diagnosed, repaired and returned ready for the road.
International Truck dealers are also eligible.
“International Truck has an unrelenting passion for delivering on our mission of uptime,” commented Mark Reiter, vice president of customer support at Navistar. “The Diamond Edge Certified Program will recognize dealers with the highest-performing service departments in our network.”
Dealers must meet or exceed the dwell time (STN was awaiting confirmation of details at this report), and they must define long-term action plans for continuing to meet the goal or improving upon it.
Dealers must also provide dedicated, accelerated service lanes that customers can use to receive immediate technician evaluation of their vehicle. Here, customers also receive a diagnosis of the issue and the required repair as well as required parts and their availability. This includes an estimated repair time within two hours of the vehicle’s arrival.
All new bus and truck orders are entered into the OnCommand Connection remote diagnostics systems and dealers are to designate one and dealers must participate in the dealership inventory alliance parts inventory program to ensure common parts are readily available in the dealer inventory.
“Together with our dealers, we are committed and holding ourselves accountable in keeping our customers’ trucks on the road, and we look forward to recognizing those dealers for taking the right action to improve dealership service dwell time,” added Reiter.
