TruckPro gets new ownership
THE NEXT STEP FOR SERVICE
Our technician shortage special report concludes with a look into the industry’s future
Selling used equipment online
8 November 2019
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contents
Volume 56 Number 11 November 2019
TPSmagazine.com @TPSMagazine
Cover Story
/truckpartsandservice Trucks, Parts, Service Editorial
Editor: Lucas Deal Equipment Editor: Jason Cannon Online Associate Editor: Bill Grabarek Associate Editor, Trucking: Tom Quimby editorial@truckpartsandservice.com
Design & Production
Art Director: Richard Street Advertising Production Manager: Leah Boyd production@truckpartsandservice.com
Sales
Director of Media Sales: Seth Becker sales@truckingmedia.com
Corporate
Chairman Emeritus: Mike Reilly President/CEO: Brent Reilly Chief Operating Officer: Shane Elmore Chief Financial Officer: Kim Fieldbinder Executive Vice President and General Manager of Recruiting: Scott Miller Executive Vice President and General Manager of Equipment: Prescott Shibles Executive Vice President of Internal Consulting Services: Nick Reid Senior Vice President, Audience: Linda Longton Senior Vice President, Acquisitions & Business Development: Robert Lake Senior Vice President, Strategy and Marketing: Julie Arsenault
3200 Rice Mine Rd NE Tuscaloosa, AL 35406 800-633-5953 randallreilly.com Trucks, Parts, Service (ISSN 0895-3856) is published monthly by Randall-Reilly, LLC, 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406. Periodicals postage paid at Tuscaloosa, AL and additional offices. Subscriptions: $50 for one year, outside USA add $10. For change of address and other subscription inquiries, please contact: truckparts&service@ halldata.com. POSTMASTER: Send all UAA to CFS. (See DMM 507.1.5.2); NON-POSTAL AND MILITARY FACILITIES: send address corrections to Trucks, Parts, Service 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406. All advertisers for Trucks, Parts, Service are accepted and published by Randall-Reilly, LLC. on the representation that the advertiser and/or advertising agency are authorized to publish the entire contents and subject matter thereof. The advertiser and/or advertising agency will defend, indemnify and hold Randall-Reilly, LLC. harmless from and against any loss, expenses or any other liability resulting from any claims or suits for libel violations of right of privacy or publicity, plagiarisms, copyright or trademark infringement and any other claims or suits that may arise out of publication of such advertisement. RandallReilly, LLC. neither endorses nor makes any representation or guarantee regarding the quality of goods and services advertised herein.
TPSmagazine.com
2019 Special Report — Trucking’s technician shortage:
The next steps 24 for service Features 8 Strategies for selling used equipment online 18 Improving customer service through order tracking 29 Distributor of the Year finalist: Vander Haag’s Inc. 30 Distributor of the Year finalist: Westrans
Departments 1 2 6 32
Editorial Staff Editorials Industry Report News
34 36 39 40
Safety Recalls Products Classified Ads Advertisers’ Index
Online Resources
Visit our website for more business and technical guidance, industry news and event and product information at TPSmagazine.com November 2019 | Trucks, Parts, Service
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editorial | Lucas Deal
Speaking up on your behalf By Lucas Deal, Editor lucasdeal@randallreilly.com
I
I want to know the same thing can happen to me. And I’ll ’ve never been a big fan of customer testimonials. I tell you, your customers feel the same way. don’t hate them, nor do I fail to understand their value. Earlier this year Randall-Reilly (publisher of Trucks, Parts, But when I’m evaluating a potential purchase, I don’t Service) completed a reader survey of nearly 600 used truck put much stock in an anonymous out-of-context quote on a buyers in an effort to better understand how owner-operators website. and commercial fleets shop for and buy new (to them) equipI think it’s great when customers are so satisfied with a ment. While some results of this company’s product or service that survey can be found in Bill’s article on they’re willing to publicly thank their page 8 and other findings are availvendor. If I was running a business How are you able through related articles on our and I had customers telling me they website, one specific finding I’d like were thrilled with my work, I’d be to address here is responder feedback. delighted. I would absolutely thank Today’s used truck and trailer them for their business and, yes, I’d your existing buyers are becoming increasingly probably ask them if they’d be willing comfortable using online resources to share that positivity for a testimoto evaluate their next purchase. nial. I mean, it makes sense if customto generate Print periodicals still have value ers are happy to try and leverage their to some customers and dealer visits genuine emotion as a marketing tool. ? remain imperative when reaching I will admit it is reassuring for me the latter stages of a buyer’s journey, when I’m on a company’s website and but when it comes down to one guy it has testimonials posted. I want to looking for one truck (or one trailer, or one service provider, know when I am considering doing business with a vendor or one reliable parts vendor), responders to Randall-Reilly’s that the potential exists for an optimal experience. For comsurvey were nearly unanimous — when they have questions plete customer satisfaction. about a piece of equipment, they want to talk to those who But those testimonials, alone, aren’t going to convince own it. Those who have already bought it. me the company is the right business for my job. A website From one-truck operators to North America’s largest absent of testimonials might give my pause — “If no one is fleets, “word of mouth” remains the most valuable marketing willing to vouch for this company, how good can it be?” — but a site filled with them doesn’t lock in my business. That’s tool in the trucking industry. And so, I ask you, how are you linking potential customthe baseline level of performance I expect all potential busiers with satisfied partners? How are you leveraging your nesses to meet. existing relationships to generate new business? Do you have No, the best way to earn my business is word of mouth. customers who are willing to vouch for you? I want to hear directly from the customers writing those I know the answer to that question is yes. I’ve seen many testimonials. I want to know the story behind their decision of your websites. It’s time to use that loyalty for more than a to go with Vendor A over Vendor B, and why after their two-sentence snippet online. transaction was complete that they were so pleased they felt Sometimes the best sales pitch doesn’t have to come from obligated to share that experience for some corner of Vendor your team. A’s website.
leveraging
relationships new business
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Trucks, Parts, Service | November 2019
editorial | MacKay & Company
No brainer … return on investment By David Kalvelage MacKay & Company
A
add an additional $500 to $1,000 per year in fuel costs. utomatic tire inflation systems (ATIS) and tire Optimizing tire life also saves money. According to Yokopressure monitoring systems (TPMS), whether used hama, running tires at 20 percent underinflation can reduce separately or in combination, are automated tools tire life up to 30 percent. Bandag states 20 percent underinfleets should be using to replace the boring, repetitive and flation reduces the life of a retread by 15 to 20 percent. time-consuming task of keeping tires properly inflated. ATIS What about downtime cost savings? Underinflated tires and TPMS can help fleets save on fuel costs, maximize tire life cause irregular tread wear and increase the likelihood of a and prevent downtime and accidents caused by blowouts. blowout. Bendix says about 90 percent of Educating fleets about using one or tire failures are caused by underinflation both systems will increase parts sales and Educating fleets will and nearly half of all roadside service improve fleet maintenance operations. repairs are tire-related. ATIS systems automatically add air to their Industry averages cite an out-of-serunderinflated tires or, in some systems, tire maintenance vice vehicle costs fleets $800 to $1,200 release air if the tire becomes overinflated. per day. Add to that another $700 to TPMS systems prompt the driver when $1,000 for the cost of the service call and tire pressure is low allowing the driver to new tire and you can show a fleet how safely get off the road to service the tire. automated tire systems can save money. In his book, “Atomic Habits,” James Parts distributors also may review the cost of accidents Clear talks about how businesses achieve more with less caused by underinflated tires. Between insurance costs, downeffort by removing points of friction in their processes by time and vehicle repair, accidents caused by an improperly designing products to automate, eliminate or simplify as inflated tire can quickly escalate costs to thousands of dollars. many steps as possible. Educating fleets about ATIS and Finally, underinflated tires can hurt a fleet’s CSA score TPMS systems will help them remove the friction of manuand increase the likelihood of having the vehicle placed ally checking and maintaining proper tire pressure. out of service. Tire leaks are an 8-point CSA violation and A parts distributor can educate a fleet about the benefits underinflated tires are a 3-point violation. During last year’s of ATIS and TPMS by providing real world examples of the Commercial Vehicle Safety Alliance International Roadreturn on investment of ATIS and TPMS. The initial costs check blitz, 19 percent of the 11,910 vehicles placed out of for TPMS systems can range from $700 to $1,200 per truck or trailer. ATIS systems cost a similar amount. It is critical to service received tire and wheel violations. The benefits of ATIS and TPMS are numerous and easily show fleets how that initial investment will pay off. offset the costs of implementation. Why then do fleets not Properly inflated tires save on fuel costs. According to implement these systems? Goodyear, tires underinflated by 15 percent will cause fuel Human nature. People often resist change and will continue penalties of around 2.5 percent. A 2018 study by the Amerito do what they have been doing, even if it’s time consuming can Transportation Research Institute cited fuel costs at 37 and not cost effective. Educate the fleets and show them that cents per mile. If a truck runs 50,000 miles per year, fuel ATIS and TPMS can help them achieve more with less effort. costs would be about $18,500. Underinflated tires can easily
improve
operations.
David Kalvelage joined MacKay & Company in 2002 as manager of database services and information technology. As a senior market analyst and client consultant, he currently works on providing market intelligence to clients to assist them in making management and marketing decisions.
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Trucks, Parts, Service | November 2019
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Truck orders unchanged, remain low Class 8 truck orders increased ever so slightly in September with ACT Research and FTR reporting preliminary North American order totals of 12,600 and 12,100 units, respectively. “Little has changed since August with respect to the freight market and freight rates, while uncertainties surrounding trade and tariffs continue to weigh on truck buyers’ psyches,” says Steve Tam, ACT vice president. September’s order numbers marked the industry’s fifth consecutive month between 10,000 and 13,000 units. Class 8 orders have not eclipsed 17,000 units
in a single month this year. “Class 8 orders have been markedly consistent. Unfortunately, they are stuck at the bottom of the cycle. It’s basically the same story as the last several months; all the orders needed for 2019 were placed months ago and fleets are now adjusting delivery dates and finalizing requirements,” says Don Ake, FTR vice president, commercial vehicles. The story wasn’t better in the medium-duty space, where Class 5-7 orders fell by nearly 10 percent month over month.
New truck orders n ACT n FTR
“Previously a picture of stability, the medium-duty market marked a sixth consecutive month of below-trend net order activity in September,” says Tam.
Trailer orders show life with jump
Supply beginning to overwhelm used market
The North American trailer market posted its best order month since February and largest month-over-month increase in more than a year during September, FTR and ACT Research reported. FTR estimated preliminary trailer orders at 19,000 units; ACT was slightly lower at 18,500 units. The large monthly improvement could have been even higher had orders not been negatively affected by fleet cancellations, FTR says. “[This] indicates fleets are somewhat optimistic about 2020. Orders should rise to healthy levels in October,” says Don Ake, FTR vice president, commercial vehicles. “The dramatic sequential gain is a significant takeaway,” adds Frank Maly, director, CV transportation analysis and research, ACT. “A softer, but noticeable order season is now underway, as orders last month were the best since February.”
The floodgates in the used truck market finally burst in September as scores of tractors made their way into the auction and retail markets, J.D. Power reported in its October 2019 Commercial Truck Guidelines report. In the auction market, J.D. Power reports 4- to 6-year-old trucks sold in the first nine months of 2019 brought 8.2 percent less money than the same period last year. Additionally, average monthly depreciation increased to 3.9 percent, which J.D. Power says is in line with a market defined by excess supply. Conversely, the average sleeper tractor sold in the retail channel brought $52,249. Compared with September 2018, this average sleeper brought $4,203 (7.4 percent) less money.
Truck makers scale down production Weakness in the new truck order market and employment issues at manufacturing facilities across the United States has slowed production for three North American OEMs. Freightliner announced in early
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October it would lay off a total of 900 workers at two North Carolina production facilities due to sluggish new truck orders. This news was followed two weeks later by the announcement that more than 3,500 United Auto Workers (UAW)
Trucks, Parts, Service | November 2019
factory associates at four Mack Trucks facilities along the east coast had chosen to go on strike. Volvo then announced it would temporarily lay off 3,000 of its own workers due to the UAW strike’s impact on its own production lines.
Online opportunities Truck and trailer dealers are drumming up business for their used inventory online.
By Bill Grabarek, Online Associate Editor billgrabarek@randallreilly.com
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n online presence these days is practically a requirement for businesses and it’s no different for dealers selling used heavy-duty trucks and trailers. That said, just having a company website might not be enough. To fully capitalize on the opportunities the Internet offers, dealers also should consider establishing a presence on other sites, too, whether they be industryspecific websites or social media sites. While those industry-specific sites are purposely designed to help sell heavy equipment, social media shouldn’t be overlooked. Websites such as Facebook and LinkedIn aren’t necessarily
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tailor-made for sales, but they can help establish or strengthen a relationship with potential and current customers, which can lead to future sales. An online sales and marketing strategy can “generate a lot of skepticism” among dealer principals who have been in the industry a long time because print advertising has been a staple for so long, says Cameron Nichols, marketing manager, Palmer Trucks. “But you have to consider where your customers are today.”
Being social
Although Facebook might be perceived as a repository for family photos,
Trucks, Parts, Service | November 2019
clever memes and cat videos, the site can play an important role for dealers. Another is the more business-oriented LinkedIn. Presence on these sites might not directly lead to the sale of a used truck or trailer, but dealers say the sites can be used to promote the dealership, build or strengthen rapport with current and prospective customers and draw them to the dealer’s website. “We’re always trying to find new ways to generate interest. With the way the Internet is these days, ads are always in your face. We’re just trying to remain relevant in all of that noise and this is how we’re trying to go about
trucks
The dealer uses LinkedIn to share information by posting blogs and videos, says Bill Zeamer, vice president of sales. On Facebook, the company keeps the posts customer-focused and tries to get the site’s users to “Like” the dealer’s page. If the posts are too sales-oriented, the dealership runs the risk of being blocked, he adds. “We try to keep it personal on Facebook. We’ll take a picture of a trailer someone purchased and say, ‘Congratulations to Mr. and Mrs. Smith with their 2012 Utility reefer,’ versus sending out parts flyers, service specials Young Truck Sales has been placing advertisements on Facebook for about five years. The and any buy-from-us kind of thing,” dealer runs a Truck of the Week ad to get potential customers to click on the ad and then go to Zeamer says. the dealer’s site to view the rest of its inventory. He says it’s difficult to track combined with the number of clicks, “is how much Facebook and LinkedIn it,” says Justin Candea, sales director, contribute to sales but adds it’s still pretty good activity. That’s what we’re Young Truck Sales. a must to have a presence on the going for,” he says. Young Truck Sales has been placsites. “Social media is a necessary Young Truck Sales is more flexing advertisements on Facebook for evil. If you don’t do it, you miss ible when it comes to LinkedIn posts, approximately five years. For example, opportunities.” Candea says. For example, if the dealer the dealer will run a Truck of the Week Like Utility/Keystone, Palmer ad to get potential customers to click on receives a truck in trade that is of the Trucks’ emphasis is on an industrythe ad and then go to the dealer’s site to type a sales representative’s customer specific sales site; purchased in the view the rest of its inventory, Candea however, it also past, he might post says. “We read the uses Facebook and the truck and bring The Truck of the Week might be it to the customer’s an older unit or one that might be in comments on LinkedIn LinkedIn. “Palmer Trucks attention to see if demand based on the time of year. and Facebook and employs a social there’s any interest. “Say we have a trade-in of a vocationmedia strategy that “We always want al truck. We try to time [promotion of make it a point to focuses on building customers seeing us it] when there’s a lot of construction or the brand through so we’re top of mind. road paving. People need that kind of meaningful conIf they’re not ready at truck, they can’t wait for a new one and … and nections. Occasionthat time, they’ll at we have this trade-in that’s maybe five least see us out there or six years old. It makes them money we think people notice ally, we do use social platforms to retail and when it is time, while the time is good for them,” Canthat.” commercial trucks as they’ll come back to dea says. part of a well-roundus,” he says. A recent Truck of the Week ad gen— Justin Candea, sales director, Young Truck Sales ed content outlay,” Utility/Keystone erated 27 leads — which Candea defines says Nichols. “When Trailer Sales places as a request for more information, using platforms such as social media, more emphasis on industry sites suited such as pricing, financing or availit is essential to keep the customer’s to sales but uses LinkedIn and Faceability — and more than 600 clicks to viewpoint as the focus, rather than the Young Truck Sales’ site. The leads don’t book for exposure by promoting the organization’s viewpoint.” necessarily lead to a purchase but when company, employees and customers.
give a personal response
TPSmagazine.com
November 2019 | Trucks, Parts, Service
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trucks
Industry-centric options
In addition to social media, there are other sites specifically geared toward the heavy truck industry. Some of the more popular sites include Commercial Truck Trader and Truck Paper. Other than its own website, Utility/ Keystone relies on Truck Paper to sell used equipment, starting when Truck Paper’s site first began, Zeamer says.
“When we’re looking at the inventory, often we have to think of the digital space as a showroom.” — Cameron Nichols, marketing manager, Palmer Trucks “We have a special 800 number that tracks the calls we get from Truck Paper advertisements and a special email account to track leads. We sync our inventory on our website with Truck Paper twice a week so the inventory is
current for customers searching.” Besides using the Palmer Trucks site to promote its trucks, the dealer has been using the Commercial Truck Trader platform to list all of its used inventory.
Online tips for selling used heavy equipment Leveraging the power of the Internet, whether its social media or sites specifically geared for the truck and trailer industry, can help dealers sell more used inventory. To take full advantage, they must do it effectively. Following are tips to help dealers make the most of their efforts. “We found it helps when you standardize the format of your listings and provide lots of detail in the description with lots of photos,” says Cameron Nichols, marketing manager, Palmer Trucks. This next tip will be tougher for those dealers in colder climes, but very important, according to Justin Candea, sales director, Young Truck Sales. “If we get a trade-in during the winter, the last thing you want is snow on the ground in a post when you’re trying to sell that truck in August,” he says. Candea also stresses the importance of communication
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on social media and says the dealership aims to respond to comments within two to three hours. “We read the comments on LinkedIn and Facebook and make it a point to give a personal response beyond, ‘This is our phone number, call us to speak to a manager.’ We really try to make it personal and we think people notice that.” Amanda Ayala, vice president, Commercial Truck Trader, suggests dealers use the PAID acronym when posting trucks and trailers to her company’s website. The P stands for price. “Listing the price increases user engagement by more than 44 percent. Dealers sometimes think listing ‘Call for Price’ makes it more likely a consumer will want to pick up the phone and call you; it does not.” The A is for appearance, as in what will optimize a truck’s or trailer’s appearance on the site’s
Trucks, Parts, Service | November 2019
search results. Better keywords will boost a unit’s appearance within the results. Ayala says to include keywords consumers might use, such as “automatic” to distinguish trucks that have automatic versus manual transmission. “The I stands for images. The more pictures the merrier,” she says. Make sure you give the consumer a 360-degree view of the truck. The photos you provide are the online test drive for the consumer.” The D is for description — not just a thorough description of the truck or trailer and its features, but also how it can be used. “We find consumers come to the site and might not know exactly what type of truck or trailer they need in regard to make or model, but they know what they need to do with it. Because buyers are searching by functionality, be sure you’re including that information in the description,” Ayala says.
trucks
“The number of calls we’re getting regarding the listings we have posted have increased since using the Commercial Truck Trader platform,” Nichols says. Previously, the company did a lot of print advertising and it’s online presence was a bare bones inventory listing. Not only is the site organized by type of truck, but also is organized by location, which works well for Palmer Trucks’ 10 locations across four states, Nichols says. “Commercial Truck Trader allows us to show the major specifications our customers are looking for along with a really rich media gallery. On top of that we use some of the promotional
Palmer Trucks’ emphasis is on an industryspecific sales site; however, it also uses Facebook and LinkedIn.
Commercial Truck Trader’s mobile app and website provide reporting, including listing exposure and performance, top models by market and nationwide, buying cycles and consumer interest.
features for listings we feel our customers are in the market for at certain times,” he says. Nichols adds Palmer Trucks has given a lot of thought to its approach to how it lists its trucks online. “When we’re looking at the inventory, often we have to think of the digital space as a showroom,” he says. “If customers were to see a truck in person, what would they want to look at on the truck, what questions
At a glance
would they want to ask. We use that mindset when filling out the listings and provide the detail they would want if they were at the dealership.” Commercial Truck Trader Vice President Amanda Ayala says the site has more than 1 million unique monthly visitors. She adds that over 47 percent of the people who come to the site are looking to buy a truck or trailer within the next 30 days. “These are in-market buyers,” Ayala says.
According to the Randall-Reilly 2019 Industry Survey, Facebook was the most used service (55 percent) to market used inventory, based on respondents in the trucking industry. Google and Craigslist ranked second and third with 40 and 39 percent, respectively. Nearly 30 percent of respondents reported not using any of the services listed. When asked how likely respondents in the trucking industry would be to recommend certain companies, Sandhills Global, which owns Truck Paper and Machinery Trader, among others, out ranked all others. No. 2 was Trader Interactive, which owns Commercial Truck Trader and Equipment Trader properties. How likely are you to recommend the following companies on a scale of 1 to 10, with 1 being not likely and 10 being highly likely? 1 2 Sandhills Global 14% 3% Trader Interactive 13% 4%
3 5% 9%
4 5 6 7 8 9 10 0% 18% 0% 9% 14% 18% 21% 4% 29% 3% 14% 8% 8% 11%
Which of the following services do you use to market your inventory today?
Google: 40%
Facebook: 55%
YouTube: 10%
Craigslist: 39% LinkedIn: 29%
None of the above: 29%
Source: Randall-Reilly, publisher of Truck, Parts, Service
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Trucks, Parts, Service | November 2019
trucks
“Social media is a necessary don’t do it, you miss opportunities.”
evil. If you
— Bill Zeamer, vice president of sales, Utility/Keystone Trailer Sales
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Trucks, Parts, Service | November 2019
The site enables dealers to list their inventory with full descriptions and numerous photos as well as highlight certain equipment with premium and featured listings — premium listings appear above normal search results and featured listings appear at the top of Page 1 as part of a scrolling carousel. “We can also help dealers follow consumers who may have been interested in specific trucks and trailers as they go onto social media or other websites across the Internet,” Ayala says. “If consumers come to Commercial Truck Trader and look at a particular truck from a dealership, we ‘cookie’ those users and when they go to Facebook or Instagram, we’re able to find them and populate their feed with an ad to draw their attention back to the truck, and bringing them to that unit on Commercial Truck Trader.” Commercial Truck Trader also offers a mobile app for dealers, enabling them to take photos and scan truck VINs, among other features. The app sends push notifications when dealers receive a lead from the site. The app and the website also provide reporting, including listing exposure and performance, top models by market and nationwide, buying cycles and consumer interest, Ayala says. Regardless of the current used truck sales environment, an online presence beyond a company website can help improve sales. When sales are up, connecting with potential customers online can put a dealer one step ahead of the competition. When sales are hard to come by, that online presence can only help. “However you choose to market your trucks, always keep in mind your overall strategy and keep the needs and behaviors of the customers in mind. It should always be about them,” says Nichols.
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Five qualities to look for in your next mobile HVAC supplier You’ve likely dealt with your fair share of suppliers. When it comes down to which partner you trust to best meet the needs of your customers, what makes one stand out from another? Chances are, innovation, product quality and durability, and a commitment to growing your business, are high on your list. After 55 years making heavy-duty mobile HVAC units and parts, Red Dot understands what it takes to be a successful partner to aftermarket distributors, technicians and fleets. If you’re looking to expand your availability of mobile HVAC units and components for your customers, here are a few ways that Red Dot has your back in HVAC:
1
Unmatched innovation
Red Dot is built on innovation: Its founder, Harky G. Runnings, got his start in mobile HVAC by developing an under-the-seat heater in 1965 for a friend who drove his mail truck from Seattle to Alaska and complained of a cold cab and icy windshield. Since then, Red Dot has pioneered many industry firsts, including its trinary pressure switch, air-operated water valves and vent doors, low-profile rooftop condensers, the Grilldenser, and the ProTecht refrigerant diagnostics and management system. Recently, Red Dot’s engineering team responded to the need for more electric HVAC units and launched the E-6100, an
2
Quality and durability
Talk to any automotive or equipment parts distributor or fleet technician who’s serviced a heavy-duty or off-road vehicle — from a four-track John Deere tractor to a military Humvee — you’ll hear the vote of confidence in the quality and durability in the products. That’s because all final assembly units undergo rigorous quality testing in Red Dot’s stateof-the-art environmental test chamber, and each component is tested individually prior to assembly to ensure that there’s no margin for error. Red Dot’s units are known for being built to survive, and rightfully so. You can count on Red Dot units and components to last for decades, not years — because operators have no time for downtime.
3 4
Comprehensive catalog of units and all-makes parts
From backwall and rooftop units to filters and heater cores, Red Dot offers the industry’s most comprehensive selection of off-the-shelf units and all-makes parts for vehicles by OEs like Peterbilt, Caterpillar, Daimler, Volvo and more. No matter what fleet you’re serving, Red Dot will have a mobile HVAC solution for your customer.
Access to decades of experience and technical expertise
Red Dot’s technical experts have been in the business of mobile HVAC for decades and can resolve any issue a distributor brings their way. When authorized distributors call the technical service line, they’ll be directly connected with a Red Dot expert — no automated menus or on-hold messages. In fact, the team often helps distributors and their technicians rectify common mobile HVAC mistakes in a matter of minutes.
all-electric rooftop unit for aftermarket customers. The E-6100 is a turnkey, all-electric HVAC system that can be directly installed on the roof of a heavy-duty vehicle’s cab. Because the entire system is self-contained, the unit is ready to go as soon as the vehicle operator turns on the engine — there’s no need to hook up hoses or lines. It also allows for removal of the compressor from the engine compartment, eliminates many potential leak points typically associated with hose runs, and significantly reduces the refrigerant charge.
5
Commitment to serving as a true business partner
With the help of its global network of more than 200 authorized distributors, Red Dot serves fleets across nearly every continent. Beyond providing units and parts where and when you need them, Red Dot serves as a business partner to its aftermarket network by offering resources to help distributors grow their market presence.
Are you interested in learning more about any of Red Dot’s products, or in becoming an authorized Red Dot distributor? Get in touch! Visit www.reddotcorp.com.
Order tracking options
Enabling customers to track their parts orders can provide convenience and promote relationships.
B
lame it on Amazon. Blame it on Internet flower retailers. It’s because of them, among other businesses, we know when our online order has been filled, when it has been shipped and when to expect it on our front porch. Back in the day, we ordered something, we were told it would arrive in seven to 10 business days and we waited. Now, we’ve become accustomed to being able to follow that package
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across the country. And that expectation has migrated from our personal lives to our businesses. When customers order a part from a heavy-duty independent aftermarket distributor or dealer, of course they want to know when they’re going to get it. But, more than that, customers might want to track the part’s whereabouts and be able to check whether there is a delay. Being able to provide order tracking,
Trucks, Parts, Service | November 2019
which can take many forms, would be a nice addition to the customer service you provide. Daniel Hagy, president and co-owner, Transerve, sees the benefit of providing order tracking and it is something he is considering implementing. “Everybody is so used to having information immediately available at their fingertips, so when you can’t pull that kind of service off, I think it leaves customers a little frustrated,” Hagy
parts
Transerve President and Co-Owner Daniel Hagy sees the benefit of providing order tracking and it is something he is considering implementing.
By Bill Grabarek, Online Associate Editor billgrabarek@randallreilly.com
says. “In this business, communication is what differentiates you from competitors. The more you communicate, the better it is and I see that as a communication tool. It would make us more competitive.”
Order tracking options
Some parts providers might opt for a solution that is completely automated, such as a website portal, which enables customers to order parts and track their
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but we hope it will be our next level of shipments online. This option often service to our customers,” adds Parts enables customers to order parts at any Manager Phil Howard. time of day and lessens employee time “It’s true e-commerce, just like when on the phone taking orders. you order something through Amazon. Other solutions can provide emails, Customers will get an email with the or multiple touchpoints, to keep cusorder confirmation number and an tomers informed of their parts orders. email when the part is on its way with Or, providers can opt for a top-notch, in-house system — yes, customers must a tracking number for UPS, FedEx or other freight company,” Howard says. call the parts provider — but the parts “That’s the direction we are going.” staff can tell them exactly where their Howard and Mickle say the compaparts are and approximate the time of ny’s e-commerce team also is developday they’ll receive their order. While ing processes for handling core and these solutions perhaps require more parts returns through effort from customers the new site. Emails and counter staff, parts “Order tracking will include a link to and solutions providis definitely customer support as ers say these methods well. maintain improved DMS Systems ofcontact (read: relafers Qwik-Order, a .” tionships) with their customized, turn-key customers. — Grady Davis, president, DMS Systems e-commerce portal. Blaine Brothers is in The service provides the process of developcustomers real-time order status and ing an e-commerce site not just for its FedEx/UPS/USPS shipping and trackB2B customers, but B2C as well. (Ediing information as well as inventory tor’s note: As of this writing, the site availability, customer-specific pricing was scheduled to launch Oct. 31.) The goal of the site is “to reach out to and parts ordering at any time of day, among other features. a greater audience of customers,” says Qwik-Order decreases workload Tony Mickle, director of purchasing. on order entry staff, reduces phone, “It’s a rather big undertaking and refax and personnel costs and offers quires a lot of time, energy and dollars,
a competitive advantage
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parts
around-the-clock accessibility for its clients. Regarding customer order tracking, DMS President Grady Davis says, “They can track their parts through the Order Status button on the left menu area of the screen. They can see previous orders, back orders and tracking information for shipped orders if sent by UPS, FedEx, etc.” He adds, “Order tracking is definitely a competitive advantage.” The AutoPower System can proDMS Systems’ Qwik-Order decreases workload on order entry staff, reduces phone, fax and vide parts providers myriad services, personnel costs and offers around-the-clock accessibility for its clients. including inventory and warehouse a “hot key” to immediately take him to type in the order number and figure management, accounting, reporting the carrier’s website to quickly provide out what stage we’re at because we’re and analysis and sales tools to enhance customers with the location of the communicating with that end buyer distributors’ customer service. parts and arrival date. along the way automatically,” Mallory From a parts sales perspective, “In this age of technology, any way says. “Our approach is to do the heavy AutoPower helps its clients keep their you can extend customer service is allifting for the customer and we will customers aware of the status of their automate the sending of these emails as ways going to be a feather in your cap. orders through a series of emails that You become a preferred supplier when we go through the different stages of are automatically sent, says AutoPower such services can be had automatically picking and shipping the order.” President Michael Mallory. and routinely,” Mallory says. The AutoPower For example, when “Everybody is so The manner in which orders are system enables parts customers order tracked doesn’t require automatic email providers to work parts from a distribunotifications or website portals to be with their customers tor by phone or via helpful to parts providers’ customers. to set up the email an e-commerce site Over the years, Hovis Auto and notifications. “Cushosted by AutoPower, Truck Supply has been developing tomers can nominate customers receive an an in-house process to track orders how many people order confirmation … so between its CDC and 17 locations, in their organizaemail. when you can’t pull which enables employees to quickly tion should get these Once the order is provide delivery information whenever notifications so we picked and packaged, that kind of service customers call. can send it to multiple the end customer will “We have lots of processes in place, individuals based on receive an acknowloff, I think it leaves their responsibilities,” ways of tracking where parts are edgement of the parts customers a little coming from, where they’re going to, Mallory says. to be shipped along the location of our trucks, and it’s all Should a delivery with a copy of the infrustrated.” basically at the push of a button. It’s not arrive on time, voice the AutoPower — Daniel Hagy, president bulletproof,” says Hovis Auto President customers can use System generates at and co-owner, Transerve Cliff Hovis. the carrier tracking the time of shipping. Through the distributor’s in-house number provided in the email. Should The emailed invoice includes a shiporder tracking system and because the they decide to call the parts provider ping tracking number. distributor makes deliveries twice a instead, which Mallory says is often “Customers don’t have to go out of day, “customers are confident we’re the case, the counter person can press their way to go into a web portal and
used to having information immediately available
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Trucks, Parts, Service | November 2019
parts
going to get parts to them when we say we are. If a part is anywhere in our system, the customer will have it in half a day,” Hovis says.
Walking the tightrope
As technology evolves, businesses have been able to get more done in less time. Why should customers make the trip to the parts counter when they can phone in an order from a parts catalog? That scenario has progressed to: Why pick up the phone when they can order parts online? While technology makes routine tasks more convenient, it also makes business less personal. The trucking industry prides itself on being about relationships and those who sell parts as well as the companies that enable
“In this age of technology, any way you can extend customer service is always going to be a feather in your cap.” — Michael Mallory, president, AutoPower customers to check on their orders themselves understand the tightrope they must walk. On one hand, parts departments are providing a convenience by saving their customers a phone call regarding the whereabouts of their truck parts. At the same time, however, they don’t want to lose that personal element. “People who are coming into our industry are doing it in a different manner. A lot of customers are asking, ‘Hey, can I buy online?’ We don’t want to get away from personal relationships. There still has to be that component. But as
businesses get busier, they are trying to do more. The e-commerce site is really just a convenience so they can get their daily business done,” Howard says. Ultimately, a part is a part, so the way to compete is to provide superior service with a knowledgeable counter staff, an attentive sales team and the ability to quickly address any customer issues, Howard says. With more customers choosing to order online, Howard says that level of service must extend to the digital space “by having the best website out there. Make it user friendly and, certainly,
Announcing...
TPSmagazine.com
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parts
order tracking would fall into that.” Mallory says he knows some distributors will opt for a self-service-type website solution to remove costs from the distribution process and some software providers downplay the human element in favor of technology. “There’s a point when you can do so much of that so easily with technology that you lose the opportunity to maintain a kind of relationship that customers and distributors enjoy having with each other,” he says. “We did not elect to go the portal route but, instead, wanted to offer a solution that provides the communication directly to the people needing the answers.” Customers want to know when their parts are arriving. Aftermarket distributors and dealers have choices
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Certain order tracking solutions require more effort for customers and manpower for providers than others, but some industry insiders say these solutions also help maintain contact with customers and strengthen relationships.
in how they go about it. There’s no incorrect choice as long as they’re able to quickly provide that information
Trucks, Parts, Service | November 2019
in some form, which leads to better customer service and stronger relationships.
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The next steps for service Our technician shortage
special report concludes with a look into the industry’s future
E
verywhere you go you see the signs. Restaurants. Big box retailers. Home improvement stores. Gas stations. Even government offices. “Help Wanted.” “Now hiring.” They’re all over the place. While it’s clear now is a good time to be a job seeker, the employment market isn’t as rosy for the other side. It’s hard for businesses to make a good hire for an open position when a qualified candidate can conceivably land a job anywhere. In the trucking industry, where the driver and technician employment shortages continue to stunt business growth
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and productivity, companies are discovering it takes clever, proactive recruiting practices to entice young talent and even more effort to keep them around. According to a 2018 survey by Randall-Reilly (publisher of Trucks, Parts, Service) of more than 1,200 professional technicians in the trucking, agriculture, construction and automotive industries, six in 10 technicians admit they are a pay raise away from abandoning their current position for work in another industry. These technicians, 64 percent of which already earn at least $50,000 a year, cite burgeoning
Trucks, Parts, Service | November 2019
By Lucas Deal, Editor lucasdeal@randallreilly.com
job markets in other fields and the potential for higher pay, stronger insurance packages, more paid time off and other benefits as the enticements that would lead them out of the trucking industry. The grass might not actually be greener, but for a lot of workers it sure looks like it. In the final section of our 2019 special report on trucking’s technician shortage, TPS turns its attention to the future — and the employment challenges that currently exist and are likely to persist in the coming years for one of America’s most vital industries.
service
Solving the unsolvable? The solution to trucking’s
biggest problem isn’t obvious; the industry’s need for action is By Lucas Deal, Editor lucasdeal@randallreilly.com
O
ne pervasive opinion plaguing trucking’s service channel is that its employment issue is unsolvable. That even with stronger recruiting efforts and improved retention practices, trucking will never be able to acquire and maintain enough tech talent to render its hiring problems a thing of the past. The work is too specialized, the industry too far from the mainstream and the jobs too laborious to hook young people into technical careers. To many, the service channel is forever doomed to push its employment boulder up the mountain knowing it will never reach the top. Others look at the future more positively. For every pessimist there’s an optimist; and for every industry veteran who sees the technician employment shortage and fears the worst, there’s another professional in a similar role who sees opportunity. But no matter where they fall, everyone tasked with hiring in today’s service
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channel is in agreement on one point — if the industry has any hope of solving its biggest problem, it has to start working on it immediately. Trucking’s future will be defined by maintenance. Any service business that fails to address its employment challenges today is endangering its viability in the years to come.
The good news
A data point that should encourage service businesses in the trucking industry regarding employment is this: The North American medium- and heavy-duty technician population is significantly younger than most believe. It’s true that many skilled veteran technicians are retiring across the marketplace, but these exiting techs do not represent anywhere close to a majority of the market’s overall population. According to Trucks, Parts, Service’s 2017 reader profile survey, most technicians are still many years from retirement. Among service providers who responded to that survey, only
1.5 percent claimed the average age of their technicians was greater than 60 years old. That segment was dwarfed by all other options — 72.1 percent of responders pegged their average technician age at 31 to 45; 22.1 percent said their average tech was 46 to 60 years old, and even 4.4 percent of responders said their technician population was less than 30 years old on average. That data was further confirmed by a 2018 survey by Randall-Reilly (publisher of TPS) of more than 1,200 professional technicians across four industries. In that report, nearly 60 percent of responders claimed they had worked in the maintenance industry for less than 10 years, while only 19 percent had at least two decades of experience in their field. When coupled with the more than 10,000 technicians graduating from diesel and heavy truck post-secondary schools each year, it appears the service channel continues to replenish its employment base. Landing and keeping these technicians, admittedly, is another story (See Parts II and III of our special report for more), but solely from a supply perspective, the industry’s talent pool hasn’t run dry. In his past role as chairman of the ATA’s Technology & Maintenance Council (TMC) SuperTech and FutureTech competitions, George Arrants says he met hundreds of younger technicians in their first years in the trucking industry who loved their job and were eager to build a career. He says many of those technicians who found work with fleets, dealers and independent service shops that valued their technicians and were invested in their success are still in those roles or have been promoted. He says it’s those who weren’t as fortunate have since left the industry. When he looks into the
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service future, Arrants says that’s one of the first problems the industry needs to solve. “We can’t be out there eating our young,” he says. “We have to be thinking about how to onboard them into our company culture so they want to stay.” The service channel also can take solace in that its challenges aren’t being ignored by industry partners. The expansion of the supplier community’s technical training library has exploded over the past decade as manufacturers identify technical guidance and expertise as a key factor in customer satisfaction and technician retention. Additionally, many OEMs and industry organizations have introduced partnerships with vocational schools in the hopes of creating a stronger employment pipeline to the service channel. Regarding the focus on technical guidance, Meritor Technical Training Manager Peter Adair notes, “We recognize if we have fewer techs available that we need to grow their skills to make up for that shortage.” Technician career development paths exist in the industry as well, both at the individual business and OEM levels, and through TMC’s soon-to-be completed Recommended Practice on the subject. Volvo Trucks Academy technical curriculum doubles as a career advancement tool and covers “everything from basic entry-level technician needs to Master-level requirements,” says Retail Development Education Manager Donald Coldwell. He adds, “Successfully attracting the next generation of professionals to our industry will require working partnerships between manufacturers, dealerships and educational institutions.”
The bad news
But even with a growing segment of the trucking industry dedicating resources to the technician shortage, the
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issue still presents major challenges. Withstanding attrition of the industry’s current workforce and strengthening retention in a competitive job market is the biggest challenge Arrants sees. Speaking at TMC’s Annual Meeting in March, Arrants cited a 2018 ASE Career Education survey of recent automotive and diesel vocational school graduates that reported more than 40 percent of new vehicle technicians had decided to exit their new industries within two years of their graduation. Arrants says these former techs referenced a number of reasons for their career shift, though better wages and assistance with educational expenses was the dominant reason given. “We have shops in our market paying $9.50 an hour and you have to bring your own tools. Why would a kid want to stick with that job if you can walk into a Buc-ee’s [Texas gas station chain] and make $14 off the street with a 401(k) and three weeks of vacation?” he says. And technicians aren’t being pulled out of the market exclusively into other transportation roles. The U.S. unemployment rate hit a 50-year low in September. Jobs can be found anywhere. “Too many of these techs are coming out of vo-tech programs carrying student loan debt,” says Tim Spurlock, president and co-founder, American Diesel Training Centers. “If you’re trying to take care of a family on $16 an hour with a $40,000 loan to support, you do the math … there’s going to be job hopping.” And it’s not as if the work is getting any easier. The technology boom that hit trucking last decade fundamentally changed the way the industry’s equipment works and must be repaired. What was once a mechanical career now requires a deep understanding of connectivity, computer diagnostics and
Trucks, Parts, Service | November 2019
proactive maintenance. Coldwell adds that while “mechanically savvy and hands-on technicians will continue to perform a critical role in service shops across the country,” current and future technicians also will be expected to perform “more vehicle healthcare that keeps the wheels rolling and less fixafter-failure emergency triage.” Customer expectations also are on the rise, notes Isuzu, though the truck maker is quick to point out the industry’s growing focus on “prognostics and the ability for the OEM to remotely access the vehicle and guide diagnostics” should reduce the time a tech spends searching for root causes before finally diving into a repair. Yet even with that assistance, those in the service channel acknowledge stepping into a service bay today is stressful — particularly early in one’s career. “A lot of these techs come out of these schools and they’re scared,” says Chris Paris, service manager, Affinity Truck Center. “They want to do a good job but they feel the pressure. It takes a lot of coaching” to make them comfortable in the role and the business. Not all technicians enter the market with proper training either. Arrants, Spurlock and Brandon Eckenrode, director of development, Collision Repair Education Foundation, the technician recruitment arm of I-CAR, say the service channel must do a better job of communicating with educators to develop a curriculum that best prepares new technicians for the work they’ll be doing upon their entrance to the workforce. This focus on common service work, such as vehicle inspections and preventive maintenance, is more cost effective for the student and provides a base level of education that can be built upon through an employer once the tech has committed to the career.
service By getting involved with a prospective employee’s education early and focusing his learning on entry-level work, Eckenrode says service shops can make new employees more productive on the job, “which should result in them increasing their earning potential.” One thing is for sure, experts say the industry can’t afford to lose any more
skilled workers. Not when its technician population needs are expected to rise. Isuzu states there is no forecast that shows the technician volume increasing over time, which means the industry’s employment challenge is likely to get worse before it gets better. Adds Coldwell, “The trucking industry is the engine that drives our
The national challenge Trucking isn’t the only industry facing an employment shortage By Lucas Deal, Editor lucasdeal@randallreilly.com
O
ne major obstacle to eliminating trucking’s employment issues are similar shortages found in most other industries across the United States. The job market crunch is impacting everybody. According to the Bureau of Labor Statistics (BLS), the U.S. economy recorded its 108th consecutive month of payroll gains by adding 136,000 nonfarm jobs in September. These gains also helped drive the nation’s unemployment rate down to 3.5 percent, the lowest mark for the economy in 50 years. Yet as strong as these numbers
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appear, when coupled with the even stronger payroll gains of 2018, the BLS notes the U.S. workforce is approaching its operational peak. There simply aren’t enough active applicants left in the market to fill all the open positions in today’s economy. Such a competitive hiring market is doubly challenging for trucking’s service channel, which requires a higher level of education and expertise among its employees than most service sectors that hire off the street. Yet some within the market also believe the industry’s education requirement also could be turned
nation’s economy. The movement of freight, growth of cities, industrial and commercial construction and countless other societal needs rely on this industry in some shape or form. Add to that the advances in autonomous vehicles and introduction of alternative fuels, and the demand for technicians will only increase.”
into a positive if managed properly. A service sector employee with no formal training and experience has little job security beyond a strong economy. However, truck technicians, once trained and skilled, are likely to be able to maintain their position and grow their career within the industry with almost no risk of job loss. “We need to be promoting the career, that you don’t have to be a technician for 30 years. If you want to be you can, but if not, you’re going to have chances to do more,” says Tim Spurlock, cofounder and president, American Diesel Training Centers. Adds Donald Coldwell, retail development education manager, Volvo Trucks Academy, “The most important factors in retaining newly hired technicians are quality hiring and onboarding practices, providing career development opportunities, respect and a productive work environment.” It also is important to note a falling unemployment rate doesn’t mean there’s no one capable of working without a job. BLS data shows 22.7 percent of unemployed workers (1.3 million people) have been out of work for 27 weeks or more. Many of these same people have since stopped looking for work because they believe no jobs are available to
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service them. These people are among those counted in the BLS’ monthly U-6 rate, which measures the total number of unemployed workers, “plus all persons marginally attached to the labor
force, plus total employed part time for economic reasons, as a percent of the civilian labor force plus all persons marginally attached to the labor force.” BLS reports U-6 was 6.5 percent
Expectations for the future
want a doctor to be properly trained if they were to be operating on you … the same goes with vehicles.”
Advancements in equipment, technology will require more By Lucas Deal, Editor technician education lucasdeal@randallreilly.com
T
he skills and responsibilities of heavy truck technicians have always changed with the times — and today times are changing faster than ever before. Maintaining a capable technician workforce in the coming years will require fleets, dealers and service shops to train their associates on new components and systems being spec’d into the equipment population as well as advanced maintenance and connectivity technologies developed to enhance equipment performance and reduce downtime. In the future, techs won’t just be expected to replace parts, they’ll also be required to understand the technology that tells them why a part needs to be replaced.
New vehicle technology
From a spec’ing perspective, many technologies that appear destined to become industry mainstays have already been introduced. Disc brakes take rates are on the rise across the fleet community, and both truck makers and brake suppliers believe disc brakes will replace drums
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not-seasonally adjusted and 6.9 percent seasonally adjusted in September — still not a large number, but enough of a bump to give the service channel options.
New vehicle connectivity
Being a successful technician in the future trucking industry also will require a fundamental understanding of vehicle connectivity and the numerous as the heavy-duty trucking industry’s technologies in development or already preferred stopping method within the in use to better monitor equipment next decade. Automated manual transperformance. In dealer and large fleet mission acceptance also is on the rise, shops, this means understanding how as is the industry’s transition toward to navigate and absorb data found in slightly smaller diesel engines and predictive maintenance portals. alternative fuels, All service prosuch as natural gas, “Now more than ever, viders also will be hybrid and electric expected to underthose who will be options. stand how vehicle Though diesel is sensors and monirepairing vehicles expected to remain toring devices work to have the dominant in conjunction with fuel source in the and technical one another. The market for years to idea of a connected knowledge.” come, each of the truck does not aforementioned exclusively refer to — Brandon Eckenrode, director of development, developments will an asset’s real-time Collision Repair Education Foundation require heavy truck connection with a technicians to expand their expertise to fleet terminal or OEM; it also refers to serve customers in the future. the interconnected systems onboard a “Now more than ever, those who will truck and trailer that will link together be repairing vehicles need to have upto share data and maintain maximum to-date training and technical knowlvehicle performance. edge to ensure the repairs are done States Isuzu Commercial Truck of correctly,” says Brandon Eckenrode, America, “In some ways, vehicle condirector of development, Collision nectivity will require technicians to be Repair Education Foundation, the tech- more aggressive with maintenance as nician recruitment arm of I-CAR. “For the uptime expectation of the customer the same reason an individual would will only get higher.”
Trucks, Parts, Service | November 2019
need up-to-date training
distributor of the year finalist
By Lucas Deal, Editor lucasdeal@randallreilly.com
Vander Haag’s
F
ew businesses that have earned a nomination for the Trucks, Parts, Service Distributor of the Year Award have been as diversified as Vander Haag’s. In attempting to summarize the company’s 80-year history, President John M. Vander Haag — the third John Vander Haag to lead the operation — pauses for a moment to gather his thoughts. He says the company’s story is long and winding. Its growth from a salvage yard in rural Iowa into a four-state operation with more than 280 employees is a tale he could spend an hour telling. Vander Haag wants to hit the highlights but he also doesn’t want to forget anything. “It’s kind of tough to put into a paragraph,” he says. Doing so in one page isn’t much easier, but here goes. Vander Haag’s Inc. was founded as a salvage yard in Sanborn, Iowa, by John C. Vander Haag Sr. in 1939. The elder Vander Haag opened the business in hopes of alleviating the challenge Northwest Iowa’s growing vehicle population was facing in acquiring quality replacement parts due in equal part to the Great Depression and the production demands of World War II. John C. Vander Haag Jr., M’s father and Sr.’s son, joined the business in 1955 and soon helped expand the company’s product offering to include new and rebuilt parts. By the late 1960s Vander Haag Jr. had moved the business to Spencer, Iowa, and a few years later he started shifting the company’s focus away from the auto industry and exclusively into the heavy-duty space. Expansion followed, both geographically and
Vander Haag’s was founded as a single-location salvage yard and has grown to support locations in four Midwestern states.
operationally, as Vander Haag’s steadily added locations and services in Iowa before eventually entering the market in South Dakota, Missouri and Indiana. Today the business is a full-line distributor of new, recycled, rebuilt and remanufactured truck and trailer parts, offers comprehensive drive-in and installation services and sells used trucks and trailers across seven locations. “We feel with our large selection of parts and the services we offer that we’ve become a true one-stop shop for all of our customers,” says John M. Vander Haag. “I think because of our salvage and rebuilt operations, specifically, we’re able to offer a selection of parts that’s considerably different from a lot of our competitors in the industry.” There are other ways in which Vander Haag’s stands out in the aftermarket as well. In building the company’s workforce, John M. Vander Haag says his leadership team “hires for character and trains for skill.” New associates are educated on the company, its values and its commitment to its customers before being routed into full-time positions and, in situations in which one employee’s skills or professional desire evolves, Vander Haag says the business will work to move that employee into a position that best fits his capabilities. “We work hard to engage with our team members each day and make sure they understand where they fit in the company and in relation to our customers,” he says. “We want them to feel connected to the team and a part of the business. We want them to enjoy what they do.”
Many of Vander Haag’s facilities feature vast new product showrooms to complement their warehouses of new, remanufactured, rebuilt and recycled products.
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distributor of the year finalist
Westrans
W
estrans stocks just about everything. But President John Williams says that’s not what makes the 52-year-old Canadian distributor unique. What separates Westrans is what it builds. “I think that gives us a bit of a different relationship with our customers because we can do more” than just sell parts, he says. “We have the ability to build them what they need.” That focus on product development has been with the company since the start. Westrans opened in 1967 as a premium remanufacturer of transmissions and differentials in Winnipeg, Manitoba. The company (styled Wes-T-rans at the time) focused initially on the light-duty truck market and would grow steadily since then, adding brake shoe relining, driveshaft rebuilding and more in its first five years. A parts store soon followed and by 1980 the company was forced to build a new 61,000 sq.-ft. facility in the heart of Winnipeg’s industrial sector to support its burgeoning operation. The new facility and the space it provided helped the company continue to expand its production and retail focus in the light- and heavy-duty markets. Williams says the company continues to serve both markets to this day, though heavy-duty trucking has become its primary market and
Westrans, styled Wes-T-rans in its early days, focused initially on the light-duty truck market.
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Trucks, Parts, Service | November 2019
By Lucas Deal, Editor lucasdeal@randallreilly.com
Westrans’ headquarters in Winnipeg, Manitoba, is home to the company’s production and service facilities, as well as a parts warehouse.
helped it earn a position as a finalist for the 2019 Trucks, Parts, Service Distributor of the Year Award. “We’ve changed quite a bit over time,” he says. “But the industry has changed. I think we’ve stayed focused on what our customers need.” Westrans’ aftermarket expertise isn’t limited to its parts business. The company also operates a 13-bay service center at its Winnipeg headquarters that provides repairs, installations and preventative maintenance for pickups through Class 8 models. Leading such an expansive operation may appear daunting, but Williams says he’s fortunate to have nearly 80 of the most experienced professionals in the independent aftermarket on his team. He says most Westrans employees have been with the business a decade or more and understand exactly what is necessary to serve the company’s wide customer base. On that note, Williams says there are few segments in the trucking industry Westrans doesn’t serve. The company’s three locations are separated by more than 600 kilometers (373 miles), which means each caters to a unique market. Yet Williams also is quick to note that physical isolation doesn’t mean the facilities aren’t connected. Westrans’ branches are linked by the company’s management system to ensure customers are provided the right products at the right prices regardless of where they’re shopping. He adds Westrans also onboards new associates through its Winnipeg headquarters to teach them about the business, and regularly cycles other associates through its HQ to keep them updated on the company’s directives. Most other training is completed at each location, either through hands-on supplier courses or virtual online education. Coupled with the company’s experienced team, Williams says Westrans is well-positioned to serve any customer request at any time. “We are very open and honest with our customers. We want to partner with them and provide them service they can rely on,” he says. “Doing whatever it takes to help them is what makes Westrans, Westrans.”
Congratulations!
Winner Sponsored by: TM
FMCSA opens registration for drug and alcohol database The Federal Motor Carrier Safety Administration (FMCSA) has opened registration for its Drug and Alcohol Clearinghouse. The clearinghouse is designed as a secure online database of drug and alcohol program history and violations for persons with CDLs. All employers who hire CDL-holders, including truck dealerships, must register with the clearinghouse in order to access it, reports American Truck Dealers (ATD). Beginning Jan. 6, 2020, registered truck dealerships may use the clearinghouse to make preemployment queries of prospective CDL employees. Dealerships must register even if they intend to use a third-party administrator to query the clearinghouse on their behalf. Use of the clearinghouse does not modify a dealership’s other drug and alcohol testing program obligations, ATD reports.
WABCO launches service partner program WABCO Holdings has launched the WABCO Service Partner (WSP) program in North America. The company will certify service facilities that meet WABCO’s technical and safety standards in the maintenance and repair of commercial vehicles. The WSP program creates a network of certified service facilities that have undergone specialized training by WABCO technical experts to attain extensive knowledge of the company’s products and services. Certified WSPs provide service, repair or replacement of WABCO’s suite of products for trucks, trailers, offroad equipment and other vehicles including buses and RVs. Michigan CAT, based in Novi, Mich., is the first U.S.-based WSP in North America under this new program.
brick & mortar Navistar will be making a capital investment of more than $250 million to build a manufacturing facility in San Antonio, contingent on incentive packages. The plant, to be located along Interstate 35, will have the flexibility to build Class 6-8 vehicles. Navistar plans to break ground later this year and anticipates production to begin approximately 24 months later. Penske Truck Leasing opened a 17,694 sq.-ft. location on 5.5 acres in Sterling, Va. The facility offers fullservice truck leasing, consumer and commercial truck rental and contract truck fleet maintenance.
The Larson Group Peterbilt broke ground on its Cincinnati dealership, marking the beginning of extensive updates and the addition of more than 47,000 sq.-ft. Construction will include 27,858 sq.-ft. for office space, customer welcome center, sales area and parts showroom. The facility will add 20 new service bays to the existing eight. Two bays will service CNG vehicles. A tool and parts warehouse also will be built.
H.K. Truck Center has opened a new location in Boonton/Parsippany, N.J. The facility is the second for H.K. Truck Center.
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Trucks, Parts, Service | November 2019
Weller Truck Parts has opened a branch office in Memphis, Tenn. The facility has the capacity for up to 500 units, including transmissions, differentials and steering gears
Kenworth Sales Company opened a fullservice facility in St. George, Utah. It is located on 10 acres at the corner of the Exit 2 exchange. The 21,000 sq.-ft. facility includes 12 service bays, parts inventory, new and used truck sales, rental and leasing.
as well as an extensive line of electronics. JX Truck Center has opened a facility in Morton, Ill., which offers service repair for medium- and heavy-duty trucks, parts for all makes of trucks and trailers, leasing and rentals. The 15,000 sq.-ft., 12-bay facility includes parking, remodeled parts and service retail space.
news
mergers & acquisitions TruckPro gets new ownership
Commercial Vehicle Group acquires First Source Electronics Commercial Vehicle Group (CVG) has acquired substantially all of the assets and assumption of certain liabilities of electronics systems integrator First Source Electronics. Total cash consideration for the transaction could total as much as $44.75 million, with $34 million due at closing and the balance due in 12, 18 and 36 months, subject to meeting certain targets. “This strategic acquisition will be a strong contributor to our long-term growth, providing us with the opportunity to leverage our global footprint and maximize cross-selling opportunities,” says Patrick Miller, CVG president and CEO.
Platinum Equity announced it has acquired TruckPro Holding Corporation from Harvest Partners by an affiliate of Platinum Equity. Financial terms were not disclosed. Memphis, Tenn.-based TruckPro is one of the nation’s largest independent distributors of heavy-duty truck and trailer parts with more than 150 locations in the United States and Canada. “TruckPro has an extensive national footprint and extraordinary range of products, but it’s the company’s people that set it apart,” says Platinum Equity Principal Jason Price.
STEMCO sells brake business to MAT HD STEMCO and parent company EnPro Industries has sold its Rome, Ga.based brake business to MAT HD, a subsidiary of MAT Holdings. The business produces high-quality brake shoes as well as new brake kits and lined shoes for medium- and heavy-duty truck and bus applications. The facility will become part of the brake products group of MAT, a manufacturer and distributor of automotive, hardware and power products. “We are thrilled with the opportunity to grow our presence in the commercial vehicle braking segment,” says Craig Gordon, MAT HD president.
industry calendar
Jan. 26-30, 2020 Association of Diesel Specialists (ADS) Convention, Grapevine, Texas Jan. 27- 30, 2020 Heavy Duty Aftermarket Week (HDAW), Grapevine, Texas Jan. 27, 2020 Heavy Duty Aftermarket Dialogue (HDAD), Grapevine, Texas Feb. 14-17, 2020 American Truck Dealers (ATD) Show, Las Vegas March 3-6, 2020 Work Truck Show, Indianapolis
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news
safety recalls
The following are safety recalls issued by the National Highway Traffic Safety Administration: Daimler Vans USA is recalling certain 2018-2019 Mercedes-Benz and Freightliner Sprinter vehicles. The screw connection on the upper hood catch may have been improperly tightened. As a result, factors such as the vehicle’s speed, wind resistance and road conditions may cause the hood to open while the vehicle is being driven. A hood that opens while driving can reduce the driver’s visibility, increasing the risk of a crash. NHTSA says potentially 52,004 vehicles are affected by this recall. Diesel Modification Center is recalling certain 2018-2019 Isuzu NQR, NRR and NPR vehicles modified to be equipped with dual steering. The keystock may become dislodged from the steering cross shaft and cause unexpected loss of right hand steering. Unexpected loss of steering increases the risk of a crash. NHTSA says potentially 136 vehicles are affected by this recall. Ford Motor Company is recalling certain 2019 F-250 and F-350 vehicles equipped with electronically locking rear differentials. The passenger side rear axle shaft may fail prematurely due to a material issue. A broken passenger side rear axle could result in a loss of drive power and the inability to hold the vehicle still when in Park. If the parking brake is not applied, unintended vehicle movement can occur, increasing the risk of a crash. NHTSA says potentially 28,579 vehicles are affected by this recall. Isuzu Technical Center of America is recalling certain 2017-2019 N-GAS HD and Chevrolet Low Cab Forward 3500 and 4500 vehicles and 2018-2019 Isuzu FTR and Chevrolet Low Cab Forward 6500XD vehicles. The power supply bolt in the relay box may not have been properly tightened during harness production at the supplier. This may lead to melting of the power wire and/or a loss of electrical power to the vehicle, which can lead to a stall. A stall can increase the risk of a crash. NHTSA says potentially 16,766 vehicles are affected by this recall.
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Rush Truck Centers named ‘preferred repair network’ vendor National Truck Protection Co., the parent company for National Truck Protection (NTP) and Premium 2000+ warranty brands, has chosen Rush Enterprises as an inaugural partner for its new Preferred Repair Network. As a preferred partner, NTP and Premium 2000+ will recommend Rush Truck Centers to customers who need truck repairs. NTP and Premium
2000+ say warranty customers will benefit from the peace of mind that Rush operates one of the highest quality commercial vehicle repair and parts sales organizations. Plus, NTP and Premium 2000+ warranty holders will receive special repair rates and a 90-day warranty from Rush on repairs it performs, the company says.
Karmak, DocStar extend partnership
Amazon orders 100,000 electric trucks Amazon has signed a deal with EV start-up Rivian to buy 100,000 electric vans. Amazon’s purchase, the largest ever for electric delivery vans, follows its $700 million investment in Rivian in February. Amazon’s latest investment of $440 million for Rivian’s electric vans is expected to accelerate production with the first vans rolling out in 2021. Amazon says it plans to have 10,000 of the new electric vehicles on the road as early as 2022 and all 100,000 vehicles on the road by 2030, saving 4.4 million tons of carbon per year by 2030.
Trucks, Parts, Service | November 2019
Epicor Software Corporation announced its DocStar division and Karmak have expanded their partnership to develop solutions for the commercial transportation sector. Commercial transportation businesses have large volumes of documentation that accompany every transaction. There also are numerous employee records. The expanded partnership between Karmak and DocStar is expected to create a seamless connection between DocStar’s enterprise content management and process automation platform and the Karmak Fusion business management system, which should assist with productivity and increased cost savings, the company says.
TRAC Interstar changes name to FYX Emergency fleet services provider TRAC Interstar has changed its name to FYX Fleet Roadside Assistance. The company says the new name blends TRAC Interstar’s 35 years of service with next-generation road service technology for the intermodal and trucking industries.
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news
Daimler Trucks partners with battery technology company Daimler Trucks & Buses has entered a global battery cell modules supply agreement for electric series trucks with Contemporary Amperex Technology Co. Limited (CATL). CATL will supply lithium-ion battery cell modules for a range of Daimler Trucks & Buses’ electric truck portfolio to be introduced in markets from 2021 onwards, including the Freightliner eCascadia, the Freightliner eM2 and MercedesBenz eActros.
Phillips reorganizes to expand businesses Phillips Industries has restructured its business, effective Oct. 1. The company says five strategic business units (SBUs) have been created to focus resources on specific markets. New SBUs organized under the Phillips corporate umbrella are Phillips Aftermarket, Phillips OEM, Phillips Connect Technologies, Phillips AsiaPacific and Phillips Europe. Each SBU will have a separate board of advisors to assist in business and performance planning to promote successful strategies within their distinct markets, the company says.
people in the news Idealease has promoted Bill Young to national accounts area vice president. CDK Global has hired Scott Thompson as senior vice president, business leader, CRM and layered Young applications. HDA Truck Pride has announced Dominic Norko as its 2019-2020 academic scholarship recipient. Total Specialties USA has named Franck Bagouet senior vice president, lubricants.
Cummins has named Melina Kennedy vice president, product compliance and regulatory affairs. Norko
American Trucking Associations’ Technology & Maintenance Council (TMC) announced Kelby Bentley Bentley of FedEx Freight has been crowned the TMCSuperTech 2019 Grand Champion. He was joined by Joseph Paul, FedEx Freight, who placed first in the Trailer Track; Aaron Burdick, Clarke Power Services, who placed first in the Light and Medium Track; and Travis Cox, Lincoln Technical Institute, who placed first in the TMCFutureTech 2019 student competition.
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Toyo Tire U.S.A. has named Michael Graber vice president of sales, beginning Jan. 1, 2020, following the retirement of Senior Vice President Randy Gaetz. Dave Johnston will assume the Graber role of director of sales for commercial tires.
Tobias Waldeck has been Johnston appointed vice president, Daimler Truck Financial. Federal Motor Carrier Safety Administration (FMCSA) Administrator Ray Martinez left the agency Oct. 28. Until President Donald Trump Martinez nominates a replacement and he or she can be confirmed by the Senate, FMCSA Deputy Administrator Jim Mullen is expected to act as interim administrator. Corcentric Capital Equipment Solutions has hired Rob Hoysgaard as vice president of sales, Northeast Region.
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The Buzz The five hottest products as determined by readers of TPSmagazine.com
Thin-profile refrigeration unit The new Carrier Transicold Vector 1550 domestic intermodal refrigeration system features a thin profile enabling greater capacity utilization within a standard 53-foot North American intermodal container. Up to 7 percent more cargo can be carried for greater shipping efficiency, the company says. The Vector 1550 enables an intermodal refrigerated container to fit an extra row of pallets, resulting in cube loads similar to 53-ft. over-the-road trailers, the company says. The system uses a high-output generator coupled to a diesel engine to power an all-electric refrigeration system. The system can automatically turn on and off individual components when needed, Carrier Transicold says.
Supplier adds Volvo, Mack part numbers World American has added a number of replacement components for Volvo and Mack trucks to its heavy-duty product offering. The company says the new part numbers fit a variety of applications, including spring hangers, top plates, U-bolt plates, axle seats and trunnions. Some new part numbers are replacements for Volvo and Mack components while others replace Dayton, Euclid, Haldex and Meritor part numbers.
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Trucks, Parts, Service | November 2019
Cordless polishers debut Dewalt debuts two new polishers, the 20V MAX XR 7-in. variable speed rotary polisher and the 20V MAX XR 5-in. variable speed random orbit polisher. The company says both polishers feature a high-efficiency brushless motor, variable speed trigger and dial and rubber molding to protect worksurfaces. The MAX XR 7 in. polisher achieves a no-load speed of 8002,200 RPM and its tool-only weight is 4.7 lb. The MAX XR 5 in. achieves a no-load speed range of 2,000-5,500 RPM with a 15 mm throw. Its tool-only weight is 5.7 lb., Dewalt says.
Crate offers storage options Milwaukee Tool has added the PackOut Crate to its PackOut Modular Storage System. The company says it provides users an additional storage option to stack within existing PackOut systems. Constructed of impact-resistant polymer and equipped with a 50-lb. weight capacity, the PackOut Crate offers durability and connects to all Milwaukee PackOut Modular Storage System products. With rear hanging points for vertical use and top attachments for stacking full-width PackOut components, the crate provides users with multiple mounting options, the company says.
New 90-minute gasket maker Permatex now offers The Right Stuff 90 Minute Black Gasket Maker, which enables technicians to make leak-proof gaskets that cure in 90 minutes. In addition to its fast curing formulation, the company says it provides a strong and highly flexible silicone seal. The gasket maker is blow-out resistant and can be used on applications including valve covers, intake manifolds, flanges, oil pans and timing covers. It has an operating temperature range from -65°F to 500°F, Permatex says.
products
Synthetic oil lines expanded
Drive-over system measures tire tread depth
Petro-Canada Lubricants has expanded its Traxon and Duron product lines with the launches of Duron Advanced 5W-30 and Traxon Synthetic 75W-85. The Duron Advanced product line offers durable low viscosity, high performing synthetic and synthetic blend heavyduty diesel engine oils designed for emerging and future fuel-efficient engines. These oils provide enhanced fuel economy, durability, engine protection and shear stability, Petro-Canada says. Traxon Synthetic 75W-85 provides easier start-ups and improved cold weather shifting for manual transmissions, hypoid gears and rear axles, the company says.
Tyrata has expanded its IntelliTread tire tread wear sensor platform to include a low-profile drive-over device. The IntelliTread Drive-Over-System (DOS) can quickly evaluate tread depth by driving over the speed bump-like unit to acquire tire tread readings. Data derived from these measurements prompt proper tire service, reduce fuel consumption and enhance safety by replacing worn tires in a timely manner, the company says. Tyrata says it plans to provide the hardware, software and analytics for the system with no upfront costs as part of a data package and agreement.
Oil pans, cylinder head rebuild kits PAI Industries has added Caterpillar oil pan SKUs to its heavy-duty product offering. According to PAI, the new oil all-aluminum pans are made using state-of-the-art, high-pressure die casting technology and meet or exceed OEM quality. The company says each pan features even wall thickness, high-pressure die casting, high-precision CNC machining and drain plugs. The new part numbers have a two-year warranty and fit Cat applications 3406B, 3406C and 3406E, PAI says. The company also announced the availability of cylinder head rebuild kits for Detroit Diesel Series 60 cylinder heads.
New aftermarket brand of trailer connections Erich Jaeger has launched its Road Tough aftermarket brand of trailer connections to the commercial vehicle market. Designed specifically for North American customers, Erich Jaeger says Road Tough trailer connections are highly engineered, set the standard for durability, product life and reliable performance in harsh conditions and feature the Jaeger Expert and Jaeger Classic product lines.
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products
Off The Line
Spotlighting a new OEM innovation
Ford, SEA Electric building electric F-59 SEA Electric announced its first electric Ford F-59 van is in production at Ford’s Detroit Chassis Plant in Detroit. The F-59 EV chassis will be paired up with a Morgan Olson Walk-in Van body and is expected to go to work with a leading package delivery company this fall in the greater Detroit area. The van will be powered by a SEA Drive 120b powersystem which offers 150kW of continuous power and 250kW maximum power along with 1,844 lb.-ft. torque. With a range of up to 220 miles, zero emissions, fewer moving parts and lower running costs, the 100 percent electric van is ideal for short stop-start delivery runs, the company says. Charge time for the batteries is four to six hours using a 19.2kW single-phase 240V onboard charger.
Alternator for off-highway applications Leece-Neville Heavy Duty Systems has announced its latest alternator series launch, the AVi555 24V. The alternator provides consistent performance even in max-rated temperature environments in a versatile, lightweight design. It was designed specifically for off-highway applications and heavy-duty equipment, Leece-Neville says. Each unit includes a premium design that includes a heavyduty housing and a set of front and rear bearings that will help improve performance. Leece-Neville AVi555 24V alternators are covered by a one-year warranty. Because these units are new, there is no need to manage cores, the company says.
Air compressor installation kit VMAC has released its latest UnderHood 70 air compressor installation kit for International and Chevrolet trucks. The UnderHood 70 is now available for International 6.6L Duramax V8 diesel trucks on the CV 515 chassis, as well as GMC C4500 through C6500 6.6L Duramax V8 diesel trucks, the company says.
Major overhaul kits AFA Industries has introduced its Diamond Series Major Overhaul Kits for Caterpillar, Cummins and Detroit Diesel engines. The kits include all parts necessary to perform an engine rebuild, the company says. AFA says the kits include new loaded cylinder head, new water pump, new oil pump, reman fuel injectors, injector hold-down bolts, exhaust manifold mounting hardware, cylinder liners and seals, new pistons with pins and retainers, piston rings, connecting rod bearings, main bearing set, thrust washers, upper gasket set, oil pan gasket and additional gaskets/seals and thermostats.
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Trucks, Parts, Service | November 2019
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