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Elite Support

Daimler Truck and Bus has introduced a higher standard of customer service with the Australia and New Zealand launch of Elite Support.


Elite Support is a joint initiative by Daimler Truck and Bus and its dealership network that will deliver a new level of service for customers of Mercedes-Benz in Australia.

The aim of Elite Support is to maximize vehicle uptime with rapid diagnosis, quality work, consistent communication and optimized parts availability, as well as a premium in-dealership experience.

In order to achieve Elite Support Certification, Daimler Truck and Bus dealerships must satisfy more than 137 criteria, covering everything from the ability to carry out Express Assessments to a high standard of workshop elements and the provision of customer amenities such as free Wi-Fi and comfortable waiting areas.

Express Assessment is a prominent part of the Elite Support offering. As part of this process, the dealership will communicate a preliminary diagnosis on the customer’s truck within two hours of its arrival, enabling them to make an informed business decision.

Benefits

  • Express Assessment

    All Elite Support Certified locations participate in Express Assessment, which means within 2 hours of service write-up the dealer will communicate primary diagnosis, check parts availability and provide an estimate of cost and repair time.

  • Maximising Uptime

    The ultimate goal of the Elite Support Network is maximising vehicle uptime. Every Elite Support dealership must be recertified annually to ensure you experience a consistent, higher standard with every visit across our network.

  • Best-Trained Techs

    Our technicians receive continual training from the experts. We focus on a solid understanding of all vehicle systems and have access to the latest tools to expedite repairs.


  • Continuous Improvement

    Every dealership earning the Elite Support certification must meet 137 specific criteria across 20 customer service areas. To maintain these high standards, dealerships employ a Continuous Improvement Coordinator.

  • Robust Parts Available

    Through the combined experience of our network and close collaboration with our service team, we understand what parts we need on-hand to get you back on the road quickly. Focus Parts, our data-driven stocking program, ensures that the parts you need are never far away.

  • Exceptional Amenities

    We know that when we service your vehicle, we're servicing your business. Elite Support Certified dealers believe in providing quality repairs and timely communication from a friendly and familiar team. Our facilities are designed to minimise downtime and provide a comfortable environment for drivers as we work to get your truck back on the road.

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