Volvo Bus United Kingdom and Ireland
Volvo Bus has increased both quality and response times for customers in the North West thanks to a significant investment in frontline services with bus and coach dealership Thomas Hardie Commercials.
“Thomas Hardie employs three frontline technicians at present, who are busy supporting customers in the region,” explained, Aftermarket Director, Jim Murray. “With the recent recruitment of a fourth technician, Sam Archer, we will further reduce response times and be able to react even quicker to customer issues.
Volvo’s Apprentice of the Year 2012, Sam Archer has five years experience working in the Preston depot. Sam is already well experienced in his new role having provided holiday cover for existing frontline technicians, Tom Bradley, Karl Hutchinson and Darren Bradshaw.
“Sam has lots of ambition to develop as an engineer,” continued Jim Murray. “He has a real passion for buses and coaches, since his father operates a local bus company. He also has a great personality and is a really good communicator, which is vital in this role.
“We are looking to bring a uniformed approach with our four frontline technicians, with common standards and processes. Ultimately, we believe this service is a support mechanism that customers will appreciate and want to utilise to ensure their vehicles achieve maximum uptime.”
Volvo bus and coach operators will be able to access the frontline team quickly as the technicians all have individual email and mobile phones. This means personal relationships can be formed to further enhance the Volvo service.
Frontline service vehicles are fitted out to an extremely high standard with a wide range of tools and parts to ensure that the majority of faults can be rectified on the first visit.
The aims of the service are to provide a right-first-time fix, speedy service and clear communications. Support is provided around the clock, with five separate workshops in the region, to further support the team.
“The long-term ambition with the frontline technicians is to expand further,” continued Jim Murray. “We want operators to take advantage of this fantastic service and ultimately keep their vehicles on the road for longer. Once enough operators have recognised the significant advantages of the frontline technicians, we may even be in a position to expand the team further.”
12 November 2013
Caption for image:
New Frontline Technician, Sam Archer
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