Michigan dealer earns Diamond Edge certification

SD Staff

December 5, 2017

West Michigan International/K&R Truck Sales announced Monday 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.

“We feel that it is an honor and responsibility for our dealership and the people at West Michigan International/K&R Truck Sales to have earned the Diamond Edge certification,” says Ed Rietman, dealer principal for West Michigan International/K&R Truck Sales. “It reaffirms our commitment to reduce time spent in our service department and improve service for our customers who rely on their trucks every day to stay on the road and grow their businesses.”

International Truck has an unrelenting passion for delivering on our mission of uptime,” adds Victor Doran, vice president, Customer Support at Navistar. “The Diamond Edge Certified Program recognizes dealers with the highest-performing service departments in our network.”

Navistar says 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, Navistar says International truck dealers must:

  • Meet or exceed service dwell time metrics and define long-term action plans for continuous and ongoing service dwell time improvement at dealership location
  • Provide dedicated Accelerated Service 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
  • Top service departments must commit to adopting technology like our Accelerator Write-up App™, a first-of-its-kind mobile app created to expedite service visits by streamlining the write-up and diagnostic process
  • 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 western Michigan area because we know that our service is keeping our customers’ trucks on the road. We are pleased to say we have earned this designation every quarter since the program’s inception,” adds Rietman.

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