Considerations when selecting a potential contract maintenance provider
Contract maintenance service providers offer similar services, but it’s important to confirm the program selected will address specific fleet needs. There are a number of questions and considerations to note when vetting a potential service provider for contracted maintenance.
Understand the network. Specifically for fleets who will utilize a multi-customer facility, confirm the location(s) used will be suitable for the fleet. Are they in an easy-to-access area? Are there multiple locations along routes to ensure efficient service for unexpected breakdowns? Who is the driver calling when they need service or support?
Also note the capacity of the service location(s). “Ask questions about capacity,” says NationaLease’s Senior VP of National Account Sales Joe Gallick. “If they’re operating at pretty full capacity, that might be a challenge to bring on additional business.”
Review the preventative maintenance (PM) processes. What does the service provider’s PM scheduling process look like? “What will they do to take ownership and ensure your vehicles receive a good PM program, and that they’re kept safe, and legal and reliable on the roads,” says Gregg Mangione, senior vice president of maintenance for Penske Truck Leasing.
Review parts procurement and stocking. From where are parts sourced? How are parts stocked? What type of parts are stocked – OE, OE-equivalent, remanufactured, etc.?
“There are many people that want the cheapest part, and there are cheaper parts out there, but then I lose all my consistency and some of the quality,” Mangione says.
“You need to vet what parts are being put on that truck,” adds David Rhodes, Area Operations Manager – East for Paccar Leasing Co. (PacLease). “In the end, you own that vehicle.” He adds it important to understand average parts turns, high part turns and to fully inspect the parts room.
In addition to standard componentry, review the provider’s tire program.
“Are tires part of the program? What provider are they using? That’s another whole world of service, but also consistency in casing and wheel management,” Mangione says.
Safety. Ensure the service provider is compliant with federal safety regulations, including OSHA, NTHSA, EPA, and that they have safety data sheets.
Hours of service. “You need to make sure the service provider matches your company’s operation,” advises Rhodes. “If you’re dispatching a vehicle at 4 AM, say, and the service provider doesn’t open until 7 AM, you have a three-hour gap. That can cause some major issues. If you have no-starts. Or if you’re in the northeast (Midwest) with a lot of cold weather. You have to wait three hours to get a response, that can be a disadvantage to your operation.”
How do they treat employees? Ask the potential provider how they recruit, develop and motivate technicians, says Gallick. “Get a good sense for how they treat their people.”
“What are they doing to train their technicians? What are they doing to ensure they take good care of their technicians and retain them?” adds Mangione. Are the technicians continually educated on new processes – both as it relates to vehicle technologies, tooling, and consistent practices within the organization?
Overall, it’s important to tour the facilities and ask questions. And, always, ask for references.
