2ND QUARTER 2016

New Communications Tools Launch on DTNAConnectClick icon to go to page.

D E P A R T M E N T S

A P A R T S & S E R V I C E N E W S L E T T E R 2 N D Q U A R T E R 2 0 1 6

AFTERMARKET

DAIMLER TRUCKS NORTH AMERICA

11

DISTRIBUTION NETWORK DEVELOPMENT

DETROIT REMAN

AFTERMARKET MARKETING

AFTERMARKET SERVICE PRODUCTS

SERVICE OPERATIONS

A f t e r m a r k e t M a r k e t i n g

In early May, Daimler Trucks North America (DTNA) launched the My Communications platform on DTNAConnect, replacing eBulletins as the primary communication tool from Aftermarket Marketing. In addition, the Parts Resource Center (PRC) migrated from AccessFreightliner.com to dtnaconnect.com. DTNA recognized the opportunity to provide network partners with a better online experience that is more convenient, streamlined and engaging.

Users will no longer need to log on to a separate website to view communications with the new system; an expandable summary of new communications is available right at the top of the homepage at dtnaconnect.com.

DTNA has also streamlined communications by reducing the e-mail volume generated by published notifications. Instead of sending an email for each individual communication, the network is sent a consolidated communications digest via email every Monday. Only critical communications will be sent in an email on an as-needed basis outside of the weekly digest. All communications post to the website immediately.

To make the network’s online experience more engaging, DTNA introduced a new and easy-to-read format for the PRC on DTNAConnect. The PRC’s interface was simplified and organized for enhanced usability and improved functionality.

Mark Your Calendars for the 2016 Aftermarket Conference

Planning for the 2016 Aftermarket Conference is underway. The third conference will be held this year in Washington, DC on October 12-13. This year’s event will include announcements on new product launches and updates; networking and coaching opportunities; the sharing of ideas and best practices; and reviews of program training initiatives, industry market intelligence and the Daimler Trucks North America vision for the Aftermarket. It’s an exciting event you won’t want to miss so mark your calendars now. Watch for conference registration to open in July!

2ND QUARTER 20162

Freightliner LLC Dealer Operations

A f t e r m a r k e t S e r v i c e P r o d u c t s

New Pricing Structure for DiagnosticLink

As announced on April 18 in My Communications #20160413-002, Daimler Trucks North America (DTNA) introduced a new pricing structure for DiagnosticLink software licensing. This change is part of DTNA’s commitment to provide the necessary tools for improved network service and to reduce vehicle downtime to a maximum of 72 hours.

“Our customers have been clear and consistent in their message to the DTNA network; that they expect faster diagnosis and repair of their trucks at our facilities,” said Lonestar Truck Group COO and Partner, Dan Stevens. “One of the biggest limitations to timely repair is lack of access by the technician to DiagnosticLink. To have multiple technicians waiting in line for one computer to access this information while the truck sits will no longer meet customer expectations. The new pricing strategy is one of DTNA’s solutions to support the service network and to meet customer expectations.”

To further support this initiative, DTNA was able to negotiate a discounted price of $506 for the hardware—USB Link 2—which is necessary to use the additional DiagnosticLink licenses. This new price will revert back to the original price of $875 once the negotiated quantity is sold out.

Frequently Asked QuestionsQ. Do I need to place an order, or renew my existing licenses, to get the new pricing?

A. No, do not order or renew licenses for your location. The new licenses have been created for each location and are ready to use. Moving forward, automatic billing will occur in August.

Q. Where can I get my new key?

A. Log on to diagnosticlink.nexiq.com and go to My Account > My Organization > Subscriptions and look for the license registration key that starts with the letter P (the old licenses start with S). These are typically found under order numbers that start with DP-999.

Q. I had multiple registration keys in the past, some were Standard and some were Pro. How many registration keys do I have under the new strategy?

A. There is only one registration key per location and it is for the Professional version only.

Q. I logged on to the system and see I only have ten licenses. In the past I used to have 25 licenses. Why do I have fewer licenses than before?

A. This is likely a case where one dealer location purchased licenses for the entire dealer family. With the new licensing strategy, each dealer location gets a unique key. To retrieve the key for a specific location, someone with an SSO ID associated with that location needs to log in to the DiagnosticLink order system and retrieve the license key. If you encounter difficulties retrieving the keys for your other dealer locations send a request to ssd@daimler.com.

Q. How long can I still use my old licenses?

A. The old licenses are active until June 1, or when they normally expire, whichever occurs first. You have until this date to switch equipment to the new registration key.

Q. How do I change my registration key on an existing laptop from the old license to the new license?

A. Open DiagnosticLink, go to Tools > Options > Server tab, then click De-authorize. After authentication, you will be prompted to re-register the tool. Enter the new key at this time.

Q. If I am an IT admin and I have to obtain several keys for different locations does this mean I will have to do more work on my end?

A. While it may appear that is the case, please keep in mind that this is really a one-time effort. After the initial setup, the license is self-maintaining. The new licenses are automatically renewed, and the license count is automatically increased as new technicians get certified. As a rule, each location gets one key per certified technician plus an additional 10 percent.

Q. What certification is required for a technician to be eligible to get a license?

A. Any training certification counts towards license eligibility.

Q. Our location has a training facility and we have dedicated workstations for training. Do I have to purchase separate licenses for training purposes since these workstations are not associated with certified technicians?

A. There is no need to purchase separate licenses. All locations with a training facility will receive additional licenses to cover the training station machines. These licenses will be made available before the June 1 transition deadline.

Q. I have some technicians that are system certified, but I am not sure they are comfortable using a Professional license and performing ECU re-programming.

A. The DTNA Training department is currently updating the training curriculum. As part of the transition, appropriate training specific to the use of the Professional license will be part of the training requirement.

Q. In the past I was able to log on to the order system to see what licenses are available and to also see computer registration information (computer names) for multiple locations. Now, with separate licenses issued to each location I can no longer see this information (unless I ask a person from the other location(s) to log on and provide). Where will I find this information going forward?

A. This has been identified as an opportunity for further improvement. System changes are being developed to allow visibility to all family licenses. A CSA letter containing these details will be sent once the changes are in place. This feature will be available in Q3.

If you have any additional questions, please contact Service via email at ssd@daimler.com.

2ND QUARTER 2016

Freightliner LLC Dealer Operations

S e r v i c e O p e r a t i o n s

3

New Detroit™ DD Heavy Duty Training Available

The new DD Heavy Duty engine training curriculum is now available on the Aftermarket Resource Center (ARC) at dtnaarc.com. The curriculum consists of all new web-based modules, as well as the following four instructor-led courses:

• Basic diagnostics (CEP42)

• Major repair (CEP43)

• Fuel systems diagnostics (CEP44)

• Air & aftertreatment diagnostics (CEP45)

The classes are currently being scheduled at Daimler Trucks North America (DTNA) training centers and dealer and distributor locations in the United States and Canada. Prior to this, the DTNA Service Training Academy built and delivered fifty GHG17 DD15 engine training aids to corporate and network trainers who are authorized to teach the new courses.

Visit dtnaarc.com to take the online training and register for classes!

Note: Please refer to the Q1 Aftermarket Newsletter and ARC for detailed information on the engine training curriculum update and the transition from the previous courses and certifications.

Dealer Technicians Weigh in on Next Gen Cascadia

The second Daimler Trucks North America Tech Week was held April 5-7 in Portland, Oregon and hosted by the DTNA Service Operations Department and Director Brian Lewallen. Eight dealer technicians from locations throughout North America spent three days providing input on the serviceability of the Next Generation Cascadia.

The technicians were nominated by the Dealer Council for their exceptional skills and dedication to customer service excellence and included the following: Manny Barba of Velocity Vehicle Group, Aaron Graves of Tri State Truck Center, Chad Groulx of Team Truck Centres, Leith Hartley of First Truck Centre, Jerry Holmes of Empire Truck Sales, Billy Merrill of Lonestar Truck Group, Justin Sitzmann of Truck Center Companies and Matt Taylor of Excel Truck Group. Moe Tarrabain, previously First Truck Centre’s director of service, was also in attendance but has subsequently taken on the role of district service manager in Western Canada.

The same group was part of the original Tech Week held in February 2015, when they provided an initial serviceability review of DTNA’s new flagship vehicle, as well as a comparison to the current model Cascadia. The first day of this most recent session in April was spent primarily reviewing the changes implemented based on those recommendations and validating them.

Not content with seeing their initial issues addressed, the technicians turned their attention to diagnostics and symptomatic troubleshooting. Over the course of the next two days they split into teams of three and worked through several symptoms and scenarios likely to be seen at their shops. Ultimately, they determined the Next Generation Cascadia to be road-ready and that the innovative design and subsequent refinements greatly attributed to the vehicle’s serviceability.

This was an unprecedented collaboration between DTNA and the service network on a significant product launch and invaluable technician feedback was provided. Likewise, Freightliner dealerships were extended an opportunity to significantly affect the Next Generation Cascadia’s diagnostics and repairs, as well as afforded a sense of co-ownership of the product. The event will make a significant contribution to a successful launch slated for late Fall, and to anticipated customer uptime and satisfaction of the new vehicle.

“The effort that went into this Cascadia is like nothing I’ve seen before,” said Billy Merrill of Lonestar Struck Group. “The name of this workshop is ‘awesome.’”

Tech Week participants included (l to r): Leith Hartley of First Truck Centre, Manny Barba of Velocity Vehicle Group, Justin Sitzmann of Truck Center Companies, Jerry Holmes of Empire Truck Sales, Aaron Graves of Tri State Truck Center, Chad Groulx of Team Truck Centres, Moe Tarrabain, previously First Truck Centre’s director of service (now DTNA district service manager in Western Canada), Matt Taylor of Excel Truck Group and Billy Merrill of Lonestar Truck Group.

GHG17 Detroit DD15 engine simulator

Service Operations continued next page.

2ND QUARTER 2016

Freightliner LLC Dealer Operations

S e r v i c e O p e r a t i o n s

4

The latest on Uptime Pro

Daimler Trucks North America (DTNA) continues to improve Uptime Pro (UTP) to better serve dealer business needs. Going forward, the focus will be on engaging UTP with five DMS systems: Procede, DSI, Karmak, CDK and Serti. After placing new installations on hold last year, installations have now resumed at several dealer locations with WebEx demonstrations being held.

DTNA has also successfully piloted the mobile platform application to create a repair order within the Procede DMS. The mobile application allows all inspection and driver interviews to be captured, and creates a complete repair order wirelessly. The app includes the ability to scan QR codes which have been applied to DTNA trucks since late 2015; representing a huge timesaver. The ability to use an electronic signature has also been approved from an audit standpoint. The current version (3.2.4) of UTP mobile is available in the Freightliner app store at: http://appstore.accessfreightliner.com. A training guide is being published for dealer locations to use as a reference.

The UTP desktop version has planned updates to allow text messaging. Reporting metrics which include wait times, 72-hour performance and parts back orders will be tested by June 2016. The plan will be reviewed by dealer locations prior to publishing.

DTNA has completed several UTP dealer visits to create a feature list to help promote the adaption of UTP within dealerships. The objective is to achieve better and faster installation, and improve operational stability. In addition, the user experience is a key design consideration. Improvements will continue to be made to the current version, while work begins on the next evolution of UTP.

For questions or feedback on UTP please contact Marty Kubiak at martin.kubiak@daimler.com.

2ND QUARTER 20165

Freightliner LLC Dealer Operations

D e t r o i t R e m a n

Best Practices

• Core management

• Leading recovery technologies

• Reverse engineering

• Precision machining

• Durability and validation testing

• Reduce warranty expense

• Lower cost of ownership

Freightliner LLC Dealer Operations

D i s t r i b u t i o n N e t w o r k D e v e l o p m e n t

Dealer Absorption (including floorplan)

94.4%

105.5%102.6%

98.1%97.8%

99.4%

80%

85%

90%

95%

100%

105%

110%

115%

120%

2010 2011 2012 2013 2014 2015

DTNA Dealer Avg Absorp%

Dealer Return on Sales (profit before tax/total sales)

2.5%

3.6%

3.1%2.8%3.0%3.0%

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

3.0%

3.5%

4.0%

2010 2011 2012 2013 2014 2015

DTNA Dealer Average

Metrics

Remanufactured SAM Chassis Now Available

The new Detroit Genuine Parts SAM Chassis − or Signal-Detection and Acquisition Module − is now available to the Aftermarket. The SAM Chassis is one of several product launches in the last year from Detroit Reman’s Hibbing, Minnesota facility which specializes in the remanufacture of electrical and mechatronic components.

The launch of the SAM Chassis demonstrates Detroit Reman’s commitment to meet customers’ needs by expanding its product portfolio of high-quality and readily available remanufactured parts.

Conformal Coating Added for Water RepellencyThe SAM Chassis is used in Freightliner Cascadia trucks and resides in an area of the truck known for water leakage. The remanufactured SAM Chassis meets the engineering changes applied to the non-reman-004 revision part. As an additional feature, conformal coating has been added to the areas of the remanufactured SAM Chassis circuit board that are susceptible to water damage. Parts may be ordered through the PDCs using the following part numbers.

Remanufactured SAM chassis

SAM Chassis Part Numbers

Part Number Item

PN DDR A06-75982-004R SAM baseline chassis

PN DDR A06-75984-004R SAM highline chassis

Remanufactured parts offer customers a cost-effective alternative with the same performance, durability and reliability as a new part. Look to the future for additional remanufactured product offerings from Detroit Reman.