Mr. Bus Brisbane
27/03/2013

Volvo launches Mr. Bus program



by Krista Melamies

With its high commitment to aftersales support, Volvo Buses has launched the Mr. Bus program within its dealer network in March 2013. The program is designed to enhance customer service levels in major bus dealer sites around Australia.

The announcement coincides with the appointment of two new staff to the role of Mr. Bus, Paul O’Mahoney at the Volvo Commercial Vehicles (VCV) Brisbane dealership and Ali Alali at the VCV Sydney dealership, joining the dealer bus teams in their respective areas.

The Aftersales Managers, better known as ”Mr.Bus”, will be the go-to-person and first point-of-contact for all customer service, parts and repairs related issues.

 

“The program will ensure optimum uptime for our customers’ vehicles in a cost effective way by making it easier to connect directly with bus teams in our dealerships,” said Paul O’Mahoney, Mr. Bus Brisbane.

 

With over ten years of aftersales experience with Volvo Buses, Paul believes assisting dealers in their development to support bus products is the most important aspect of his work. Like other dealers in the program, Paul will work together with the customers in diagnosing and resolving bus-specific technical issues.

 

“We want to ensure that expectations for parts and services are met and exceeded where possible.”

 

With 19 years of experience in the industry, Mr. Bus Sydney, Ali Alali, started his career as a workshop mechanic and later moved to spare parts and aftersales at Volvo Buses.

 

”I’m highly familiar with what systems and processes need to be put in place to ensure a smooth workflow,” said Ali.

 

“Increasing and maintaining customer satisfaction is my key focus. If there is a customer in need of bus aftersales support, I make myself available to attend to their needs as soon as possible.”

 

Ali sees himself as a bridge between the dealership and the Regional Service Managers in NSW and a first touch point for the customer.

“In order to provide the best possible customer support, we need to open up communication channels with the customer as well as in the dealership.”

 

The new Mr.Bus roles are an important addition to exisiting Volvo Buses specialty services. CMV Volvo Buses in Laverton and Truck Centre Western Australia (TCWA) in Welshpool are already established with bus specific service centres.

In the west, James Garrett, Bus Workshop Supervisor plays the role of Mr.Bus at the Volvo accredited dealer TCWA, while Joshua Sevenson, Bus Workshop Foreman, leads the service team at CMV in Melbourne.

 

“It is important to have a dedicated Bus Workshop or Aftersales Manager to provide customer service and quality support for every client. This ensures a strong brand and positive image,” said James.

 

“Buses and trucks differ significantly and having a dedicated bus specialist who focuses on diagnostics and  problem solving is essential in a dealership.”

 

The Volvo Bus Australia dealer network, one of the biggest in the country, consists of 66 Volvo accredited dealers and customer service centres providing nationwide customer support.

 

To contact any of the Bus Aftersales representatives, visit the Volvo Bus Australia website.

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