Mavin Truck Centre newest Daimler Elite Support dealer


Kempsey-based service meets 129 criteria for certification

Mavin Truck Centre newest Daimler Elite Support dealer
Mavin is a renowned Daimler regional dealer

 

Mavin Truck Centre in Kempsey, New South Wales, is the newest Daimler dealer to gain Elite Support certification.

It took the family-run Daimler Truck and Bus dealer four years to progress through the accreditation process after implementing a raft of improvements for its customers and staff.

Dealerships must meet 129 criteria as part of the Elite Support accreditation, including an Express Assessment commitment that requires the dealer to communicate primary diagnosis, check parts availability, and provide an estimate of cost and repair time within two hours of a truck arriving at the dealership.

 "Customer service has always been important to us, but the Elite Support process has given us a solid structure to deliver a better result for our customers and a formal way of measuring and scrutinising what we do," Mavin Truck Centre dealer principal Dean Mavin says

"The initiative has pushed us to make a range of improvements that we always wanted to do, but the certification process meant that we had to do them if we wanted to become an Elite Support dealer."


How RGM Darwin become a Daimler Trucks Elite Support dealer, here


"Express Assessment has benefitted both our dealership and our customers," Mavin Truck Centre continuous improvement coordinator Lea Mavin adds.

"The clear communication is the key because the customer now knows what is happening with their truck and they can plan accordingly."

Other criteria include those based around robust parts availability, office amenities and range of other measures designed to deliver a premium in-dealership experience.

"Our staff are really behind Elite Support, it becomes a culture," Dean Mavin says.

"It also helps with new staff because they know exactly what is expected of them."

Mavin Truck Centre, which has won several Best Regional Dealer of the Year awards for both Mercedes-Benz and Freightliner brands during the last five years, recently opened a parts and service dealership in Coffs Harbour.  

There are now nine Daimler Trucks dealerships with Elite Support certification across Australia, with more in process of achieving certification.

 

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