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ECI Recognized as a Diamond Edge Certified Dealer

Aug. 23 2016 News By East Coast International

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International Truck Recognizes High-Performing Dealers for Their Commitment to Improving Service Dwell Time.

East Coast International Trucks announced that it has been recognized by International Truck as a Diamond Edge Certified dealer, a collaborative effort between International Truck and its dealer body to recognize dealers for their commitment to uptime and to drive awareness of the high-performing service offered to customers from dealers with this designation.

"It is an honor for our dealership and people at East Coast International to have earned the Diamond Edge certification," says David Lockhart, President, East Coast International Trucks. "It validates our commitment to reduce dwell time and improve service for our customers who rely on their trucks every day to maintain and grow their businesses."

"International Truck has an unrelenting passion for delivering on our mission of uptime," said Mark Reiter, Vice President, Customer Support, Navistar. "The Diamond Edge Certified Program recognizes dealers with the highest-performing service department in our network."

Diamond Edge Certification is earned by achieving rigorous parts and service metrics based on customer dwell time, which is the time it takes for a customer to get their truck diagnosed, repaired and back on the road.

To achieve Diamond Edge Certification status, International truck dealers must:

  • Meet or exceed service dwell time metrics and define long-term action plans for continous and ongoing service dwell time improvement at dealership locations.
  • Provide dedicated Accelerated Service lanes where customers receive immediate vehicle evaluation by a technician and are informed of required repair, required parts and availability, and estimated repair time within two hours of vehicle's arrival.
  • Enroll new truck orders onto the OnCommand Connection remote diagnostics system and designate an OnCommand Connection service champion at each service location.
  • Participate in the dealership inventory alliance (DIA) parts inventory program to ensure common parts are readily available in dealer inventory.

"We are proud to be a Diamond Edge certified International truck dealer serving the Moncton, Saint John, Dartmouth and Truro area because we know that our service is keeping our customers' trucks on the road," added Lockhart.