Clark: Finding the right repair partner: key questions for maximizing fleet efficiency

In today’s rapidly evolving transportation landscape, fleet managers face mounting challenges in keeping vehicles operational and minimizing downtime. Uncertainty regarding demand paired with the high cost of new trucks makes it more important than ever to maintain and extend the life of existing fleet assets. Ensuring peak shop productivity is critical, but achieving that goal requires more than just routine maintenance. It demands partnering with the right outside service providers that can deliver efficient, high-quality repairs.

One of the best ways to evaluate a service provider’s capabilities is by understanding how they use data-driven tools like Vehicle Maintenance Reporting Standards codes and Standard Repair Times. These industry benchmarks provide valuable insights into repair accuracy, efficiency, and cost-effectiveness. However, to make an informed decision, fleet managers must go beyond just looking at numbers; they need to ask the right questions.

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Before entrusting your fleet to an external repair shop, consider these 10 essential questions to ensure they align with your operational needs.

1. What types of repairs can the shop complete? Understanding the range of services offered ensures it can handle your fleet's specific needs, from routine maintenance to complex repairs.
2. What kinds of trucks, tractors, and trailers does the shop work on? Ensure the service provider is equipped to handle the specific makes and models in your fleet, including any specialized vehicles.
3. Does the shop guarantee an assessment will be completed in a set number of hours? Time is critical in fleet management. Knowing the timeframe for diagnostic assessments helps in planning and minimizing downtime.
4. What is the average time to get in the bay and complete a diagnostic assessment? Efficiency matters. Knowing how quickly they can begin work on your vehicles gives insight into their operational speed.
5. Does the shop have a quick service bay for repairs taking a few hours to complete? Quick turnaround for minor repairs can significantly reduce downtime. Ensure they have facilities for rapid service needs.
6. How does the shop communicate the status of a repair to customers? Clear communication is essential. Whether through digital updates or direct contact, understanding how they keep you informed ensures transparency.
7. What precautions are in place to ensure parts are in stock so repairs are not delayed? Availability of parts directly impacts repair timelines. Ask about their inventory management and supplier relationships.
8. What certifications do technicians have, and how many are ASE certified? Certified technicians ensure quality workmanship. ASE certification indicates proficiency and adherence to industry standards.
9. What are the shop’s hours, and does it operate late at night and/or on weekends? Flexibility in operating hours ensures your fleet can receive timely service, even during non-standard hours.
10. What is the shop’s comeback rate after a repair? Understanding the frequency of return visits for the same issue provides insight into their repair quality and customer satisfaction levels.

These questions help evaluate whether the service provider has the capabilities that align with your fleet management goals. By evaluating their use of VMRS codes and standard repair times, you can further refine your decision-making process. Choosing a service provider that not only meets but exceeds these standards will help maximize your fleet's efficiency and minimize downtime, ultimately supporting your operational success in challenging times.