CIT Trucks is among those Kenworth dealers that have made investments in facilities and services to enhance customer support to a high level. Based in Normal, Illinois, CIT Trucks has attained the prestigious Kenworth PremierCare® Gold Certified status at nine dealerships (Champaign, Joliet, Mokena, Morton, Normal, Rockford, Springfield and Troy, Illinois, and Fenton, Missouri). “We receive positive comments on the service we provide throughout our dealerships,” says Erick Miner, CIT Trucks president and dealer principal. “That is a direct result from the customer service efforts of our employees and the investments we’ve made to enhance the customer experience. Since 2015, we’ve invested $30 million into our facilities and have expanded the services we offer, enabling us to achieve Kenworth PremierCare Gold Certified status at nine of our locations.”
As part of the Gold Certified requirements, Kenworth dealers, such as CIT Trucks, go above and beyond industry standards by providing rapid diagnosis and estimated repair time within two hours, extended hours of service, along with a range of premium services. To maximize customer uptime, CIT Trucks added more service bays to its dealerships, and hired more technicians who were either already PACCAR MX-engine certified or willing to participate in the PACCAR engine training program. CIT Trucks employs 73 PACCAR MX-engine trained technicians at its dealerships. “The training involved to become a certified PACCAR MX-engine technician is extensive,” says Miner. “Our technicians complete one year of online training before taking instructor-led courses. This training, combined with actual field experience, helps provide our technicians with the skills required to solve our customers’ maintenance issues and get their trucks back on the road as soon as possible.”
“Throughout our Kenworth Gold Certified dealerships, we’re able to get our customers’ trucks back on the road faster. Our goal is to provide diagnosis within two hours of arrival and have the ability to service those trucks – that do not require extensive repair – that same day,” says Miner. CIT Trucks utilizes the Kenworth TruckTech+® Remote Diagnostics and Service Management system to identify and expedite repair events, assist in diagnostics, track information (build data, service, warranty history and product updates) for customers to easily view and provide a platform for instant-communication between the dealer and customer.
