Employee Spotlight: Dallas Delay

The Transwest Team
The Transwest Team
Nov 02, 2017
Employee Spotlight: Dallas Delay

Customer Service Doesn’t End at the Purchase

Communication is one of the most important pieces in the medium duty service puzzle. That’s why at Transwest we have a unique position, the Up-Time Coordinator, and a uniquely qualified employee, Dallas Delay, to fill it.

Dallas has been with Transwest for over 6 years. He spent 4 years as a shop foreman, and 2 years as a service manager. His service background gives him the knowledge to back up our customers and hold authority when he contacts dealers and manufacturers.

So, what does he do for you?

His job is to be an advocate for any customer with service-related issues. Getting a truck in and out of the shop as quickly as possible, while making sure every repair was done properly, is his main priority. Some issues can arise, such as:

  • Taking too long to look at the truck and start the service

  • Calls not being returned

  • Conflicting information about the repair

  • Parts are out of stock

  • No repair timeline given

  • Incomplete repair

Dallas contacts the dealer directly to get our customers the answers they need. He reviews quotes and finds out the reasons behind every cost. He reviews the repairs needed and checks for any potential warranties. He also verifies the diagnosis matches the complaint, so that down-time is minimized.

I can step in and challenge dealers, doing everything possible to make sure each unit is in and out of the shop quickly, and fixed right.

In extreme cases, when the shop’s mechanics are completely out of time and cannot find a reported issue, Dallas will go out with a driver to road test a unit to replicate it and bring that information back.

Drivers are able to rely on Dallas’ support, no matter where in the country they are. One customer called him to just get more information about his repair when the dealer wasn’t providing him with any. Dallas stepped in, only to find out that the mechanic that ran the diagnostics had completed his shift and left the customer’s truck with an incomplete repair order. The parts request came through, and the dealer notified Dallas. He quickly saw that things didn’t add up, and got in contact with the mechanic that ran the diagnostic. They confirmed that the repair was incomplete, and that if the truck left, the problem would persist. Because of Dallas, that truck got the correct repair immediately and saved an entire day of time in the shop.

Whether its talking to body manufacturers about warranty claims, getting trucks into service in a timely manner, or tracking down hard-to-find parts on a tight timeline, Dallas is our point man. With his background in service, he can dive deeper into any issues than most salesmen, and challenge dealers to get the answers a driver needs to get back on the road as fast as possible.

Transwest and Dallas have a competitive advantage over every other stepvan dealer: we are the only company to employ an Up-Time Coordinator. We add long-term value to any truck purchase. We love having Dallas on board!

Related

News

The Real Reason for the Recent Shortage of Truck Drivers

Every single day, across the country, people rely on the commercial trucking industry to receive necessary goods. From the food we eat to the construction mater...

News

How the Trucking Industry Has Changed in the Past Decade

In the last ten years, services provided by the trucking industry have remained steady, but a lot has changed about the industry itself. For those who operate...

News

Ford Recall: What we know and what you can expect

The recent Ford recall has F59 buyers throughout the country seeking answers to their questions, and solutions to the problems that they now have to deal with b...

News

Versatran Unveils New Non-CDL 6T Retriever

Summary: Versatran, a division of Metalcraft of Mayville, builds on their line of industry renowned industrial carriers by adding a new Retriever to the pack. T...

News

Here We Grow Again!

Transwest is thrilled to be taking our long time partnership with Morgan Olson, the premium stepvan body, to the next level in 2021! As our primary supplier, Mo...

News

Transwest Teams with Versatran to Present the Retriever

Transwest, a renowned commercial vehicle manufacturer, is working with Versatran, a division of Metalcraft of Mayville, to offer customers across the country on...

News

2019 Western Star Lowmax Video Tour

Meet the 2019 Western Star Lowmax This is a 2019 Western Star Lowmax with a Cottrell 80-foot quick loader. Powered by a DD13 505HP with a 13 Speed manual trann...

News

Keeping the Textile Rental Industry in Mind for 2018

Transwest Adds Isuzu & Utilimaster Options Transwest is excited to be a  partner with Isuzu & Utilimaster in offering you the new Isuzu NRR Cab Chassis with a...

Journey into Other Topics

Our industry experts are here to help.

Parts Tips News Delivery Events
Trucks in front of Transwest building

Find your perfect Truck

Trucks for Sale