To increase its level of customer support, Kenworth Truck Co. has launched the new Kenworth PremierCare Gold Certified program. According to Jason Skoog, Kenworth’s assistant general manager for sales and marketing, trucks are not just bought through a single up-front acquisition transaction.
“For our customers, a truck is a business solution. The ongoing service support that Kenworth and its dealer network can offer is part of the overall product package,” he said. “It is critical to be able to offer superior service to match the excellent product that we offer. That is why we decided to expand our PremierCare offering and introduce the PremierCare Gold Certified dealer network, so that our customers could easily identify our dealer locations that offer a superior level of service.”
The Kenworth PremierCare ExpressLane is one of the key elements to become a Gold Certified dealer. Each Gold Certified Kenworth dealer will have dedicated ExpressLane technicians to support quick diagnosis and estimated repair time and cost.
“When a customer brings in his or her truck, the dealer will do a full diagnostic analysis and prepare an estimate for the time and cost of that repair – all within two hours,” said Skoog. “The goal is to do away with trucks sitting in the queue and drivers waiting for an estimate. And that’s critical to our customers, especially when the repair may be very simple and can be completed within hours. Knowing what’s happening, quickly, will help customers make the decisions needed to keep their deliveries on schedule.”
The Kenworth PremierCare Roadside Assistance program (1-800-KW-ASSIST) is another element of the program. “Kenworth’s 24/7 program has been a constant with our customers for a number of years,” said Skoog. “If there is ever an emergency on the road, our call center helps the driver or fleet manager work through the issue to get the truck back on the road as soon as possible.”
In addition, all new Kenworth Class 8 trucks with the PACCAR MX-13 engine are now standard with Kenworth TruckTech+. The system enhances vehicle diagnostics by providing information on PACCAR MX-13 engine health to the customer and dealer.