CIT Trucks Helps Truck Operators Maximize Uptime with Kenworth PremierCare Gold Certified Service
CIT Trucks is among those Kenworth dealers that have made investments in facilities and services to enhance customer support to a high level. Based in Normal, Illinois, CIT Trucks has attained the prestigious Kenworth PremierCare® Gold Certified status at nine dealerships (Champaign, Joliet, Mokena, Morton, Normal, Rockford, Springfield and Troy, Illinois, and Fenton, Missouri).
“We receive positive comments on the service we provide throughout our dealerships,” said Erick Miner, CIT Trucks president and dealer principal. “That is a direct result from the customer service efforts of our employees and the investments we’ve made to enhance the customer experience. Since 2015, we’ve invested $30 million into our facilities and have expanded the services we offer, enabling us to achieve Kenworth PremierCare Gold Certified status at nine of our locations.”
CIT Trucks - Normal
As part of the Gold Certified requirements, Kenworth dealers, such as CIT Trucks, go above and beyond industry standards by providing rapid diagnosis and estimated repair time within two hours, extended hours of service, along with a range of premium services.
To maximize customer uptime, CIT Trucks added more service bays to its dealerships, and hired more technicians who were either already PACCAR MX-engine certified or willing to participate in the PACCAR engine training program. CIT Trucks employs 73 PACCAR MX-engine trained technicians at its dealerships.
From left are management of CIT Trucks – Normal: Jason Wellborn (service manager), Drew Nussbaum (regional general manager), Dave Herzog (parts manager), Mike Davis, (director of engine sales), and Dillon Schouweiler (service foreman).
Shown above are the parts and service department staff at CIT Trucks – Normal.
“The training involved to become a certified PACCAR MX-engine technician is extensive,” said Miner. “Our technicians complete one year of online training before taking instructor-led courses. This training, combined with actual field experience, helps provide our technicians with the skills required to solve our customers’ maintenance issues and get their trucks back on the road as soon as possible.”
CIT Trucks utilizes the Kenworth TruckTech+® Remote Diagnostics and Service Management system to identify and expedite repair events, assist in diagnostics, track information (build data, service, warranty history and product updates) for customers to easily view and provide a platform for instant-communication between the dealer and customer.
CIT Trucks - Champaign
CIT Trucks - Joliet
CIT Trucks - Morton
“Throughout our Kenworth Gold Certified dealerships, we’re able to get our customers’ trucks back on the road faster. Our goal is to provide diagnosis within two hours of arrival and have the ability to service those trucks – that do not require extensive repair – that same day,” said Miner. “If a diagnostics test reveals an issue that takes four hours or less to repair, we often are able to service that truck and get it back to the customer within 24 hours. This enables us to maximize customer uptime by providing the quality service that our customers expect.”
CIT Kenworth - Fenton
CIT Kenworth - Mokena
CIT Kenworth - Troy
To assist service technicians in diagnosing issues, CIT Trucks utilizes dynamometers which, when hooked up to a truck, mimic a truck operating under load. This assists technicians in pinpointing issues not easily seen, unless a truck is operating under regular driving conditions.
“When customers bring in their trucks to be serviced, it’s typically just the tractor. Sometimes it’s difficult to identify the root issue without seeing how the truck operates when it’s pulling a full load. The dynos enable us to find these issues and fix them more efficiently, helping us get our customers’ trucks back on the road faster.”
Vincent Luckey is president of Luckey Trucking, Inc., a logistics and distribution company based in Streator, Illinois. According to Luckey, a CIT Trucks customer since the late 1970s, the service he has received just keeps on getting better.
“The relationship I’ve developed over the years with the people at CIT has only gotten stronger,” said Luckey. “There is no need for me to go anywhere else. CIT does a tremendous job of servicing my trucks and getting me back on the road as soon as they can. If our trucks run into any issues when they’re out on the road, CIT helps me find another Kenworth dealership that will provide top-quality service to the trucks in need.”
Luckey oversees the operation of 100 company-owned trucks, including 70 aerodynamic Kenworth trucks. Fifty of those are T680s – a mix of 76-inch high-roof and 76-mid-roof sleepers – purchased since 2015. This year, the fleet’s T680 purchases were specified for the first time with the PACCAR Powertrain of PACCAR’s MX-13 engine, 12-speed automated transmission, and 40K tandem rear axles.
To assist technicians in providing its customers the high-level service they have come to expect, it is crucial that CIT Trucks keeps its parts department well-stocked. For example, PACCAR engine parts have a more than 97 percent fill rate at Kenworth Gold Certified locations operated by CIT Trucks.
CIT Kenworth - Fenton Parts Department
“A well-stocked parts department is instrumental in our efforts to maximize customer uptime,” said Miner. “We work closely with PACCAR Parts and their Managed Dealer Inventory system, which tracks our parts sales and ordering history and recommends proper parts inventory quantities. So, we always have plenty of the most commonly needed parts. In addition to the parts warehouses at our individual dealerships, we own two large regional warehouses in Chicago and central Illinois to store bulk parts (transmissions, rear-ends, engines, crash parts), and safety stock. Both warehouses are in close proximity to our dealerships, so if a part does need to be ordered, it doesn’t take long for the dealership to receive it.”
CIT Kenworth - Mokena Parts Department
For Luckey, the personal relationships with employees at CIT Trucks, coupled with the consistent, quality service he receives is why he has been a customer for 40-plus years. “The people at CIT Trucks are really what makes them a great dealership to work with,” said Luckey. “They’re always so friendly to my staff, and I know they work hard to solve any issues my trucks may have. They’ve been a pleasure to do business with all these years, and I look forward to our continued relationship.”
To find your nearest Kenworth PremierCare Gold Certified dealer, visit the Kenworth Dealer Locator (https://www.kenworth.com/dealers), enter a city and state (or province), choose a distance, check the box next to the Kenworth PremierCare Gold Certified logo and click Find.
Kenworth is The Driver’s Truck™. See what drivers are saying at www.kenworth.com/drivers.
Kenworth Truck Company is the manufacturer of The World’s Best® heavy and medium duty trucks. Kenworth’s Internet home page is at www.kenworth.com. Kenworth is a PACCAR company.
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Founded in 1975 in Normal, Ill., CIT Trucks, LLC, will complete its 42nd year in business this November.
The company’s consolidated enterprises have grown to employ more than 650 people and represent Kenworth, Volvo, Mack, Isuzu, and Autocar product lines in 15 locations in Illinois, Missouri, and Indiana. In 2016, the company sold more than 4,000 new and used trucks for a revenue of more than $440 million.
CIT Trucks President and CEO Erick Miner attributes a great deal of the company’s success to its employees.
“Throughout the history of CIT, we have been blessed with the most dedicated, loyal, and committed employees in the industry. We have been so fortunate in that respect and no company can grow their business the way we have grown without great people. So, our employees are the major reason for our success as a company – we only go as far as they take us,” Miner says.
Employee training enables the CIT Trucks staff to be prepared to help customers at any stage of the company-customer relationship, Miner added.
“We want to train our employees to be more than pure sales people,” he says. “In addition to selling our products, we want to provide specific business values to the relationship which the customer can benefit from. We ask our employees to work on behalf of the customer in such a way that we are seen more as transportation and business consultants than as simply a place to buy a truck.
“Our employees are CIT Trucks. Training them to be productive employees is our commitment to their personal success and the future of our company. We owe it to our customers to provide continuing education to our managers and staff so their product knowledge is current and relevant to the industry’s growing technology. Each employee has the opportunity and is encouraged to advance within the company; so, it is our job to make sure that we communicate what we see as the foundation.
Miner also says it’s the role of the company to serve the customer “regardless of the size of our customer’s business.”
“We believe that it is our responsibility to develop strong relationships so we can understand what their needs are and how we can best meet those needs. From owner-operator to fleet-owner, we value their business. Delivering educational information and tools in a convenient manner is critical. Aside from providing solid information about products we look for opportunities to help them understand new technologies, warranty comprehension, preventive maintenance advantages and updates on legislative topics that directly affect our industry.”
The company takes part in various charitable organizations such as the Special Olympics Torch Run, Community Cancer Centers and American Cancer Society, Friends of the Children of Haiti, Boys & Girls Club of America, Tow Trucks for Tots, Illinois FFA Foundation, the Literacy Council, American Brain Tumor Research, Shriners Club, St. Jude – Convoy for Kids, Midwest Food Bank, Northern Illinois Food Bank, ALS Awareness and Easter Seals.
“The purpose of our charitable giving and community involvement is rooted in gratitude,” Miner says.
“CIT Trucks has a passion to invest not only in business, but in the lives of people and the nurturing of the communities in which we live and work. We diversify our charitable contributions and also our volunteer commitments,” says Marketing Coordinator Laura Nussbaum.
CIT contributes to multiple benefits for individuals and families dealing with health issues, medical bills and personal loss and provides free truck repair and maintenance services on equipment owned by local charities such as Recycling for Families.
CIT has five stockholders, all of who have worked their way up through the company. They are: Miner, who is president and CEO; Carl Herzog, executive vice president and COO; Bruce Thomas, vice president and regional manager; Jan Nussbaum, vice president and general manager of the Normal, Ill., dealership; Steve Aubry, vice president and general manager of the LaSalle and Peru, Ill., dealerships.
CIT Trucks is one of five Successful Dealer Award finalists invited to the Great American Trucking Show in Dallas in late August.
The other finalists will be profiled in separate articles in the coming weeks.
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