| Cover Story While the trend toward off ering remote diagnostics began with commercial trucks, the school bus industry is catching on as well, as they implement OEM-installed connectivity for the fi rst time. DTNA’s Th omas Built Buses will be the fi rst school bus OEM in the industry to debut factory-installed engine diagnostics with the 2018 introduction of the new Detroit DD5 engine equipped with Detroit Connect Virtual Technician. THE SERVICE EXPERIENCE Th e advent of the connected truck and bus are changing the commercial vehicle service experience. Diagnosing engine and component issues has never been easier, and near real-time monitoring now gives maintenance technicians the data to better understand the severity of the fault issue and the diagnostic details to help repair the issue correctly the fi rst time. Virtual Technician is supported by the experts at the Detroit Customer Support Center (DCSC), who provide fl eets a deep dive into severe fault issues to help technicians get the vehicles back on the road faster, improving uptime. Fault data transmitted by Virtual Technician can help pinpoint a problem before it becomes a major issue that requires extensive repair and downtime. As connected vehicle services become even more advanced, there’s greater potential that these will become more integrated into the service experience. Fleets are also becoming much more sophisticated in how they consume vehicle fault data transmitted by connected vehicle platforms, and OEMs recognize this demand. When Virtual Technician was introduced, it delivered fault notifi cations and diagnoses via email. Now, DTNA is evolving its technology by launching the new Detroit Connect portal that will deliver vehicle fault data in an easyto use interface, enabling fl eets to have instant access to much more detail. Th ey’ll be able to easily see their vehicle’s fault event history so they can recognize and address fault patterns that might lead to greater problems down the road. Th ey will have access to the same “ring buff er” data – the 75-second recording of key sensor data that tells the full story of what was going on with the truck – which the DCSC uses when diagnosing severe fault events. Fleets will have even more actionable data to make the best maintenance decisions possible to keep their trucks up and running. Eventually, vehicle connectivity could potentially off er even more in improving the maintenance experience. Concepts like predictive maintenance, pre-approved warranty, automated repair order generation and more – using data transmitted from the vehicle remotely – could be ideas that are not farfetched in the not-sodistant future, given the potential for further advancements in vehicle connectivity. INDUSTRY PRESSURE Other factors that will shape the fl eet maintenance industry are customer expectations and increasing industry pressure. Goods must be moved faster, margins are slimmer and trucks must maintain uptime as much as possible. For maintenance technicians, that equates to increased pressure to minimize downtime, better communicate repair status and maintain a higher level of customer service that has not been the expected in the past. Over the next few years, this pressure will continue to increase. To address the need, DTNA’s service network – which includes Freightliner, Western Star and Th omas Built Buses dealerships and Detroit distributorships – is in the midst of a service evolution. DTNA has invested millions of dollars in the dealer and distributor network and in technology to improve uptime and enhance the customer experience. A commitment to increasing parts availability, improving shop and service effi ciency, supply chain enhancements, streamlined customer communication and a cultural shift in its network will continue to push a new standard of service. PARTS MANAGEMENT Th is focus on effi ciency to maintain uptime has changed and will continue to change parts ordering and management processes. Parts distribution centers (PDCs) across the country are increasing in scale as millions of dollars of parts move through them daily. But PDCs are only part of the story. Dealers, distributorships and repair shops are improving uptime by simplifying and expediting the parts ordering and delivery process through a myriad of support tools, such as inventory management systems, dedicated delivery and e-commerce tools. Th e expectation to have parts on hand quickly is becoming the norm and this is creating added stress for service technicians and parts suppliers. It’s no longer acceptable for trucks to sit in service bays for days on end, waiting for parts, let alone for diagnosis. New technology, advanced telematics and signifi cant investments in service networks and the supply chain are revolutionizing the industry. With OEMs like DTNA leading the charge, the future of service will become more eff ective and effi cient than ever before, leading to increased uptime and smoother logistics for fl eets across the country. The impact of market needs By David McCleave Director of Aftermarket & Steve Berry Global Field Service Director Hendrickson (www.hendrickson-intl.com) is a leading manufacturer and supplier of medium and heavy duty mechanical, elastomeric and air suspensions; integrated and non-integrated axle systems; auxiliary lift axles systems; parabolic and multi-leaf springs; stabilizers; and bumper and trim components to the global commercial transportation industry. Over the next fi ve years, our industry will be inundated with new interconnected smart technology and products. Th is is driven by a myriad of factors that include, but are not limited to, the demand to extend product life, reduce maintenance costs and improve uptime – all of which enables lower total cost of ownership. Smart technology and products are also driven by the current and longterm outlook for skilled technicians, the safety and compliance of drivers and fl eets and to create a competitive advantage for new truck and trailer sales, along with capturing the parts and service requirements. Hendrickson continues to develop and design systems that transform the way equipment will be maintained in the areas of air infl ation, controls, weight bias lift able axles, mono leaf spring and steer axle technology and wheelends, to name a few. Technology trends may seem like an industry disrupter, but it is really driven by the market needs. For instance, skilled technicians, available billable time and job training is one of the biggest challenges we see over the next few years. Our solutions, such as longer-lasting wheelends and lower maintenance systems, remove some of the burden on technicians. We all strive for equilibrium. Smart technology and products, combined as a whole, can lower the time requirements (demand) to match the technician available billable hours (supply). EDUCATION The availability of skilled technicians is one of the top concerns of fleets today. A valuable technician must be able to analyze and perform a repair correctly the first time within or better than the SRT (Standard Repair Time). To facilitate this, technicians require proper Continued Page 12 Auckland McCleave Berry 10 FLEET MAINTENANCE ❚ NOVEMBER/DECEMBER 2016 ❚ VehicleServicePros.com
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