Doing Your Homework
When Mackay and Co. surveyed the service side of the aftermarket in 1998, they found that truck owners wanted to outsource more service work. But when they did a follow-up study five years later, they found less outsourcing actually being done, rather than more as they might have expected.
One of the main reasons cited by fleets was they couldn't find a reliable service provider that met their quality standards and need for fast turnaround time. That's why it's important to do your homework and find the right provider for your needs. Some things to consider:
• Ability to get the job done right – and done fast. What is the experience and training level of the technicians? Does the provider have ASE-certified mechanics? Do they have quality standards in place such as ISO certification or employee Six Sigma quality processes?
Olen Hunter, director of sales for PacLease, suggests looking at the technician-to-power-equipment ratio. "If they have a very low technician-to-power ratio, you're going to have a situation where you'll get better service, whereas if there's a higher number, your service availability may suffer."
Crucial are items such as whether the network of locations matches up with where you run; hours of operation; and possible wait times. Is mobile maintenance available to take care of maintenance at your location or on the side of the road? Can the provider handle emergency breakdowns?
• Warranty work. Partnering with a dealer or a leasing company tied to the truck maker offers the advantage of being able to handle warranty work directly. If you're not partnering with a dealer, find out their policies regarding warranty repairs.
• Reputation. "Trust and integrity are values that form the basis of any good business relationship, so look for a supplier that has a solid reputation," says Terry Dubowick, director of Mack Leasing System. "The better suppliers will be looking at yours."
Look for things such as how long they've been in business and their experience in handling the work you're looking for them to do. If you want them to come in and run your shop for you, is that something they've done before?
In addition to asking other fleets about their experiences with service providers, ask drivers. "Managers negotiate these deals," says Peter Souza, vice president of maintenance for Salem NationaLease in Winston-Salem, N.C., "but the truck drivers are the ones that come face to face with the service providers, and they can sometimes be the best source for information."
• Visit the facility. Get a first-hand view of the organization, cleanliness, parts inventory and general shop environment.
"You have to go onsite and spend time," says Kevin Seidl, until recently vice president/general manager of Scully NationaLease in Fontana, Calif., and previously head of maintenance at fleets such as National Freight and Guaranteed Overnight Delivery. "If his shop is a dungeon, you should be worried about the quality of the work on your truck."
Another thing to look for, Seidl says, is how technicians are tracking their time – they should be using an efficient, electronic system. "If they're writing things on paper, you're going to get late bills."
• Pay structure. Are you looking at a monthly fee per truck, a per-mile rate, an hourly labor rate? Do you get a discount the more business you give the provider?
• Extras. If a vendor will provide a substitute unit when yours breaks down, it gives them extra incentive to make sure your truck stays on the road, and that it gets fixed fast when it is down. Can you get fuel at a discount? What about truck washing? Can the company handle fuel tax reporting for you? Licensing?
