SEPTEMBER 2024 SERVICE ADVISOR OF EXCELLENCE WINNERS

Service Advisor

Nathan came to Cumberland International Trucks from the car world with no truck experience. He has jumped in eagerly, learning all he can and assisting the other service advisors and techs in all phases. His attention to detail in everyday tasks is evident and has helped him learn more quickly than normal. As the rookie in the service office, he has proven his ability to be a huge asset to the service office now and in the future.

Nathan is currently leading our Digital Dealer Pilot Program with Navistar. His attention to detail and follow-up with customers are areas he has proven are huge in customer satisfaction and retention. When using the new Digital Dealer pilot program, Nathan accesses digital leads for customer repairs, inspections, recalls, and so on for contacting customers and setting up appointments. His interaction with the customers has led to huge success in customer satisfaction and retention. He takes the digital lead and calls the customer with options for scheduling the truck to go into the shop or setting up mobile service for them.He builds the best interaction with each customer, whether by phone, email, or in person. Going forward, he ensures using the form of communication that best suits each customer. He is then able to set up a scheduled event for the customer to minimize the downtime to complete the needed repair, inspection, or recall.

Nathan can lead a team and will excel in many ways as he continues to grow in his truck knowledge and experience. That said, his leadership actions come through when you watch him at work. He leans on the expertise of others and accepts their knowledge and experience to assist him in making decisions. He is always willing to do any task available to help the team move forward.

Nathan’s positive attitude in the service office is a huge benefit to creating a positive workplace in which everyone can achieve great things. We are excited and look forward to how quickly he will grow with us!

Service Advisor

Josh excels in managing complex accounts at Roberts Truck Center, demonstrating exceptional communication skills that ensure customers are well-informed about ongoing processes. His proactive approach in liaising with the sales team allows for a seamless handling of any unforeseen issues, maintaining a transparent and informed environment. His commitment to each task is evident as he takes full responsibility for his write-ups, articulating the necessity and process of repairs with commendable clarity and providing timely updates.

Josh is a very good example of a service writer who is not only a good coworker, he goes the extra mile to keep the customer happy and informed to the best of his ability. He represents Roberts and IC Bus / International as well as can be expected. One of our best customers delivered six REs that have had constant quality control issues, and communication with the customer was breaking down. Josh was assigned the customer and any units that were here. He was able to get a handle on what was in the shop and what stage of repair it was in. From that point, he was in constant communication with the customer and me and let me know when one of their vehicles would come in. He got the account back under control and the customer was happy and on his way. Josh suggested for this customer he would make a copy of the hard card and email it to me, and I would then email the director and go over everything to make sure he wanted us to cover everything on the hard card. This single step greatly reduced the amount of miscommunication that had been happening.

Josh is a great coworker and the ultimate team player. Any time I deal with Josh in service, he always has an upbeat attitude and is a very positive person. He will step in to help if other advisors are away from their desks. He is willing to do what is asked of him, including helping jump vehicles, move vehicles, and more.

Having collaborated with Josh for seven years, I know his consistent presence and his eagerness to support not only define his character but also reinforce the service department's strength. He is the go-to guy in service if you need to get the complete story on a repair and any issues! He serves as a great role model to the newer service advisors.