Fleet Maintenance - 27

to expedite work and ensure warranties are filed
correctly, along with negotiating the best price for
parts possible.
McQuillen is also responsible for all of the technician training at Hirschbach.
"I manage our technician training in an effort to
have a leg to stand on if a warranty repair is questioned," he says. "This has also proven to boost our
tech efficiency which is key in fleet maintenance."
When it comes to managing warranty work for
Griffin Pavement Striping, Fleet Manager Eric Moore
works with a small team that includes the shop foreman and vice president of operations to determine
the viability of filing a warranty claim.
"When we discover a need for repairs that may
qualify, all of us work with the information we have
on-hand with our fleet maintenance system, the
type of repair, length of time the vehicle will be out
of service, along with any lost opportunity costs that
could be incurred," Moore says. "We then make a
unified decision whether we have the vehicle repaired
under warranty or if we pay out of pocket and seek
reimbursement after completion of repairs."
Moore confirms Griffin tracks in-house warranties through its computerized maintenance management system (CMMS). He advises much of the fleet's
warranty work is tracked by the dealership, which
requires a trusted relationship and thorough
communication to ensure the warranty is handled
quickly and correctly.
"More than likely, the OEM will be doing the repairs,
and it's a simple matter of having good communication with the service adviser or manager, and the
warranty manager," Moore says. "It definitely helps
to have a good relationship with your selling dealer
and their team. We have found out first-hand how far
that goes when we have had troublesome failures or
breakdowns. Having that relationship helped expedite
the resolution and repair process."
Adhering to the vehicle manufacturer's recommended PM schedules is integral to not only maintaining the vehicle but also adhering to warranty
requirements.
For example, "if the engine manufacturer has a
requirement that says, 'In order for my warranty to
be enforced, I need to change oil every X number of
miles,' then our PM schedule needs to support that to
retain that particular warranty," Walters says.
PMs are of critical importance to Griffin Pavement
Striping, Moore advises. The trucks in this vocational
fleet will remain in operation for upwards of 20 years.
"Since forecasted for such a long-term of use, we
make sure to maintain the vehicles not only to the
manufacturer's specifications but in most cases our
own experience-based schedules," Moore says. "We
factor in idle time, time spent operating at high rpm
[vehicles with PTO or hydrostatic drives], as well as
actual mileage incurred while operating on the road."
Moore says vehicles that are still under warranty
are sent to the dealer for PMs. This helps to build on
the established relationship with the dealer. Due to
the nature of Griffin Pavement Striping's business,
Moore confirms other component warranties are often
managed in-house.
"We normally will perform all the maintenance on
any of the vocational components, since those items
are so specialized," he says. "Any warranty issues that
arise are handled on a case-by-case basis with the
body builder or component OEM."

Depending on
the vendor, a
different process
may be required
for submitting
the warranty
claim, conducting
the service, and
returning the part.
The collection and organization
of failed parts
Depending on the vendor, a different process may be
required for submitting the warranty claim, conducting the service, and returning the part.
If warranty service is handled at the dealership,
the dealer will retain the part, so return of failed
parts is a non-issue. Tracking warranty parts returns
can become more of a challenge when a fleet opts to
handle the warranty service in-house.
"Your business information system should manage
that process for you," Trimble's Walters advises. "We
actually will alert the mechanic to save the part
coming off the vehicle, and give the mechanic the
option of printing the warranty core tag that goes on
the part that he's removing from the vehicle because
we have to hold those for 90 days in case the vendor
providing the coverage requests the part back."
Ozark's Pasby says with their current warranty
process, Ozark technicians do not necessarily know
if a part is under warranty. And they shouldn't necessarily have to, as long as they follow the proper shop
procedures. The fleet has a designated area in the
parts room where technicians must place all failed
components. Pasby also requests technicians include
a tag with the vehicle number to more efficiently
track the parts.
"In a perfect scenario, regardless of what they're
repairing, [technicians] should be putting [failed
parts] on the warranty shelf, and that's for me to
decide if we need to file a claim," he says.
Pasby then reviews these components and determines if the part is warrantable. If so, he ships the
components back to the suppliers as needed. Some
suppliers require the failed part be returned for analysis and to assess that the issue was indeed a defect and
not an installation issue, for example. Others do not.
"It's really a case-by-case basis on who you're filing
the claim to," Pasby adds. "I know for a fact that
ConMet is going to want every seal back. BorgWarner
is going to want every starter back, but a lot of components they may not even want back. It really just
depends on who makes it."
Even for manufacturers or suppliers that do not
require a failed part be returned, Pasby says he will

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May 2020 | VehicleServicePros.com

27


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Fleet Maintenance

Table of Contents for the Digital Edition of Fleet Maintenance

Uptime: Expecting the unexpected
Editor's Note: Catching up on fleet maintenance
Maintenance considerations for manual versus automated manual transmissions
DPFs: Clean or replace?
Why Identify and track vehicle warranties?
Lube it or lose it
OTA: Supporting uptime remotely
Management: How fleets can benefit from having a SAMP
Training: Supporting today's students and tomorrow's techs
Diagnostics: Assessing aftermarket diagnostic solutions
Fleet Part & Components
Tools & Equipment
Guest Editorial: Keeping tire pressure at optimum levels
Fleet Maintenance - 1
Fleet Maintenance - 2
Fleet Maintenance - 3
Fleet Maintenance - 4
Fleet Maintenance - 5
Fleet Maintenance - 6
Fleet Maintenance - 7
Fleet Maintenance - Uptime: Expecting the unexpected
Fleet Maintenance - 9
Fleet Maintenance - Editor's Note: Catching up on fleet maintenance
Fleet Maintenance - 11
Fleet Maintenance - Maintenance considerations for manual versus automated manual transmissions
Fleet Maintenance - 13
Fleet Maintenance - 14
Fleet Maintenance - 15
Fleet Maintenance - 16
Fleet Maintenance - 17
Fleet Maintenance - DPFs: Clean or replace?
Fleet Maintenance - 19
Fleet Maintenance - 20
Fleet Maintenance - 21
Fleet Maintenance - 22
Fleet Maintenance - 23
Fleet Maintenance - Why Identify and track vehicle warranties?
Fleet Maintenance - 25
Fleet Maintenance - 26
Fleet Maintenance - 27
Fleet Maintenance - 28
Fleet Maintenance - 29
Fleet Maintenance - Lube it or lose it
Fleet Maintenance - 31
Fleet Maintenance - 32
Fleet Maintenance - 33
Fleet Maintenance - OTA: Supporting uptime remotely
Fleet Maintenance - 35
Fleet Maintenance - Management: How fleets can benefit from having a SAMP
Fleet Maintenance - Training: Supporting today's students and tomorrow's techs
Fleet Maintenance - Diagnostics: Assessing aftermarket diagnostic solutions
Fleet Maintenance - 39
Fleet Maintenance - Fleet Part & Components
Fleet Maintenance - Tools & Equipment
Fleet Maintenance - Guest Editorial: Keeping tire pressure at optimum levels
Fleet Maintenance - 43
Fleet Maintenance - 44
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