Day-to-day life in a commercial vehicle service workshop is fast-paced, demanding and requires intense concentration. Often, it’s a matter of minutes that determines how efficiently a repair is carried out. That’s exactly when having a strong partner by your side is worth its weight in gold: rather than explaining things from a distance, we come out to the workshop to provide hands-on training, ensuring your workshop team is as well prepared as possible for tricky cases. This article shows what Alltrucks’ on-site support entails, how a visit is carried out and how it fits into the network’s wider range of technical services.
Support comes to where the work is being done: in the workshop or at the customer’s vehicle. Rather than the mechanic describing the fault over the phone, the Alltrucks technician stands alongside him by the lorry and goes through the diagnosis with him. This hands-on approach breaks down barriers and leads to accurate results more quickly.
On-site support: Technical assistance in the workshop
On-site support literally means that the Alltrucks Technical Team supports you, as a workshop partner, directly in your own workshop. Peter Hausmayer and Andreas Müller You will join the company and work directly on the vehicle alongside your workshop team. As part of your technical support role, you will carry out the Alltrucks diagnostics carried out live on customers’ vehicles They demonstrate the most effective procedures to mechanics and diagnostic technicians and work through the correct system settings with them. Rather than an abstract set of instructions, this means an experienced expert is on hand to support the team — working on the actual vehicle, in their own workshop, as part of their day-to-day workflow.
A control unit fault, an unfamiliar configuration or a rare comfort system setting can be identified more quickly on an actual lorry than through a verbal description. Anyone who has seen a procedure carried out correctly will apply it without hesitation the next time they encounter a similar situation. Hands-on experience removes the uncertainty associated with new or rarely performed procedures and ensures quick, error-free results in day-to-day operations.
The key point here is that it is not just one person who benefits. Whilst the technician is working on the vehicle, the whole team watches, asks questions and tries things out for themselves. In this way, the knowledge is shared amongst everyone who will later take on similar jobs. An on-site assignment raises the diagnostic skills of the entire team.
How an on-site operation is carried out
The Alltrucks network now comprises just under 300 workshops in Germany, Austria, Switzerland and the Netherlands. This density is both an advantage for the area and a logistical challenge, as visits cannot take place everywhere at the same time due to capacity constraints. That is why every operation begins with the question: Where is there an urgent need right now?
Beforehand, we assess which partner businesses are most in need of a visit, so that our staff are deployed where they will have the greatest impact. During the visit itself, the technical team also checks whether a Alltrucks User Training is advisable — for example, when new staff are being trained in the diagnostic process or a business is expanding its range of services.
For you, as an Alltrucks partner, this system makes the visit predictable and fair: those who indicate an urgent need are given priority.
Get first-hand access to software updates
The Alltrucks Multi-Brand Diagnostics is constantly evolving. However, new functions, enhanced workflows and changes to operating procedures will only speed up workshop operations if the team is familiar with them. This is precisely the second focus of our on-site support: during every visit, the Alltrucks Technical Team demonstrates the most important new features of the diagnostic software, ensuring that new functions can be utilised fully and immediately.
When you have a feature explained to you using your own fleet of vehicles, you can apply it directly to your own workflow. This means that every new generation of software delivers a real boost to productivity.
This point is particularly relevant for multi-brand workshops. The broader the range of vehicles, the more diagnostic paths and operating logics run in parallel, and the more valuable it is to have a firm grasp of the latest version in each case.
Before a scheduled on-site visit, it is worth briefly compiling a list of outstanding diagnostic issues and recurring queries. The Alltrucks Technical Team can then focus their work on the vehicles and functions that are actually required in day-to-day operations and tailor the user training precisely to these needs.
A round-the-clock safety net
An on-site call-out can be planned, but a technical problem cannot always be. Sometimes issues arise outside normal working hours, at the weekend or when there is no direct contact with a technician. For these situations, Alltrucks Technical Support offers a digital safety net that comes into effect regardless of when the next visit is due:
Tips and tricks
Quick access to application guides for recurring diagnostic and repair queries. This collection of practical knowledge is available via the Alltrucks Portal before you need to make a phone call — ideal for a quick reference in between tasks.
Alltrucks Help Desk
Digital support and a knowledge base available 24/7. Even if no technician is available at the moment, the workshop can find structured help here.
Technical Services
Reliable services that the business can rely on at all times. They combine personalised support with digital assistance to provide end-to-end support.
The personal commitment of the Alltrucks Technical Team raises the standard within the workshop team, whilst the digital and telephone support network takes care of the day-to-day operations in between. This pays off immediately for a fleet customer’s operations planning.
Role within Alltrucks Technical Support
On-site support is one of six components Alltrucks Technical Support services, which work together: Technical Hotline, Help Desk, Tips and Tricks, On-site Support, Remote Support and the Alltrucks Technical Forum. Depending on the situation, Alltrucks partner garages can access the appropriate service — from a quick call to the helpline, through digital support, to a face-to-face appointment at the garage.
In practice, these components interlock depending on the urgency: the organisation does not have to choose a single channel, but selects the appropriate one depending on the situation, whilst maintaining the same level of support across all channels within the network.
The following organises the exchange between partner garages: Alltrucks Technology Forum under forum-alltrucks.com. There, companies share solutions, discuss case studies and pass on what has proved successful in their own workshops. Anyone wishing to find out more about the full programme can read the article on Network-based lorry diagnostics the technical basis on which this support is founded.
Would you like to know whether an on-site visit or user training would be beneficial for your business? Please contact your Alltrucks systems consultant for further information.