Focus on Diamond Trucks Aftersales Service

DIAMOND TRUCKS: AWARD WINNING AFTERSALES SERVICE PUTS THE CUSTOMER FIRST

When Renault Trucks won the Fleet Truck of the Year at the annual Export & Freight Transport & Logistics Awards in 2019, one of the main reasons was ‘its aftersales support, with proud professionals who go the extra mile to keep customers’ fleets running efficiently.’

And it is true: behind every good truck or van there is a professional aftersales team at the ready to deliver the highest levels of support for you and your vehicles – and that’s how it is at award winning Newtownabbey based Diamond Trucks, where aftersales service is never an afterthought. Diamond Trucks was recently voted Renault Trucks’ Service Market Dealer of the Year 2019 which measures UK and Irish dealers on 24/7 breakdown response times, MOT pass rates, site standard audits and customer satisfaction surveys, as well as finishing first in the Renault Trucks UK and Ireland ‘Big Challenge’ competition which focused hyper-competitive ‘Preventative Maintenance Schedule’ parts; the essence of this challenge was to sell more of these particular parts in 2019 than in 2018. Clearly, the aftersales team at the Renault Trucks’ dealership, headed up by Aftersales Director David Watts, are passionate and positive about doing things better, always fully focused on the needs of their customers. For example, when McKinstry Skip Hire Ltd recently took delivery of two 18-tonne Range D Highs, they commented: “The aftersales package was impressive. Diamond Trucks is on our doorstep, and we have a really good working relationship with the team there; they are really on the ball, and any servicing or parts requirements are dealt with efficiently and promptly, so we minimise vehicle downtime.” Similar sentiments were expressed by County Down-based RAS Haulage who put a new Renault Trucks Range T520 High 6x2 tractor unit into service on its cement bulk tanker and aggregate tipper operation working across Northern Ireland’s quarries. They remarked: “Our fleet is 100% Renault Trucks now, thanks to the service we receive from Diamond Trucks. We know all the people there very well, and it’s their personal service that sets them apart.” Those remarks have been repeated time after time, and are well deserved, so what makes a good aftersales service? Comments David Watts, who originally trained as a diesel mechanic, with a wealth of experience in several dealerships: “We would pride ourselves in building genuine relationships and partnership with customers over the long term. By getting to know their business and how it functions helps us to provide an added value service to them. “We have a very solid, loyal and broad customer base in the haulage, distribution and construction sectors; many of them have been with Renault Trucks here for over 30 years, and we have been very successful in winning over new customers, not least because of Renault Trucks excellent product portfolio, which extends from the 3.5 tonne Master van right up to a 50 tonne eight wheeler and everything in between, including our flagship Renault T range High.” With full parts and service support, Diamond Trucks plays a pivotal role in the Renault Trucks dealer network; it is one of nine authorised dealers throughout the island of Ireland, with Toal Trucks at Middletown near Armagh acting as an authorised service dealer. And with a long established network of subcontractors, it means all of Northern Ireland is well covered.

Service Packages

Its service packages can be tailored to a customer’s specific needs and range from standard support right up to full Repair &

The Diamond Trucks Service Admin Team of James Jordan, Paul Lamont, Alan McCullough and David Watts; Aftersales Director.

Maintenance which provides operators total peace of mind and helps them achieve maximum uptime of their fleet. It also offers Preventative and Driveline Maintenance contracts which cover unforeseen and costly repairs, all of which help operators stay safe and compliant. Diamond Trucks service department consists of a Service Reception which has a dedicated driver waiting area and tea/coffee making facilities as well as the workshop itself which consists of 13 service bays, one of which is dedicated to light commercial vehicles; there are several pits, ramps and lifts together with all the tooling and equipment required to carry out both responsive and effective servicing and repairs. A 13-strong team of dedicated technicians, working on a two shift basis, are trained to the highest standard by Renault Trucks and possess the experience and know how to ensure a level of service, a quality of service and a delivery of service that is second to none. Only Original Equipment Approved Renault Truck Parts are used in all vehicle service, maintenance and repairs. Adds David: “We always strive for a first time fix because we realise our customers cannot afford any unnecessary downtime. We also have two dedicated service vans on the road, fully equipped with tools and parts and manned by highly trained technicians, so we can respond quickly to any call-out from customers.” As part of the Renault Trucks network, Diamond Trucks also operates a round-the-clock breakdown service for all its customers through Renault Trucks 24/7, available throughout the island of Ireland and across Europe. Breakdown assistance vans aim to be with customers within one hour of a call and strive to make all repairs on the roadside within one hour.

Parts Department

With a first time over the counter pick rate in excess of 93.5%, parts availability is never an issue at Diamond Trucks. Its wide range of original approved parts covers all Renault Trucks vehicles, old and new, meeting all your requirements for maintenance and regular care of your vehicles and trailers. New parts, reconditioned parts, kits, accessories, workshop supplies allows you to choose the best solution for your needs. “In addition to this, we also have at our disposal an extensive network of dealerships throughout the UK, so if we cannot readily source a part, we can call directly on them to assist in supplying whatever our customers need,” says David. “Our well experienced parts team is always on hand to help customers identify and source the correct product.” Customers also have the option to join Renault Trucks’ Parts4U club whereby your loyalty is rewarded with products at special discounts. Apart from great prices, there are fresh offers every quarter and when the parts are fitted by a Renault Trucks dealer, they will come with a 2-year warranty. For those operating mixed fleets, Roadcrew, part of the Renault network, is virtually a one stop shop for ‘all makes’, with a wide range of truck and trailer products, accessories and consumables always on offer, meaning the parts department at Diamond Trucks has all bases well and truly covered.

SERVICES

Tailored Service & Maintenance Packages Preventative Maintenance Brake Testing Smart Tachograph certified calibration LOLER compliant tail lift repairs 24/7 breakdown assistance Original Approved Renault Truck parts All Make parts Parts4U Club

WORKSHOP - OPENING HOURS

Monday - Thursday: 08.00am - 20.30pm Friday: 08.00am - 17.00pm Saturday: 08.00am - 12.00am

PARTS - OPENING HOURS

Monday - Thursday: 08.00am - 20.30pm Friday: 08.00am - 17.00pm Saturday: 08.00am - 12.00am