Every one a VIP

MAN has introduced an elite task-force of workshop technicians into its bus and coach network. The appropriately named ‘VIP Class’ technicians are a highly-trained and dedicated team based at strategic locations throughout the modern MAN dealer network, which now incorporates a unique three-tier level of bus and coach service competence.

Within this new structure, and known simply as ‘Service Dealers’, some 40 of the 71-strong modern MAN network are now fully proficient in fundamental engine and driveline servicing and maintenance requirements across the company's bus and coach products.

The second tier, ‘Specialist Dealers’, will handle bus and coach products at a more detailed level and will have dedicated bus and coach technicians in full-time employment.

At the third tier, ‘Premium Dealer’ locations will fulfil the ultimate servicing requirements and are where the new VIP Class technicians are based. They are trained to take full ownership of the product and customers' needs – from chassis and body servicing to customer liaison and personal advice.

“We wanted to pool the cream of the UK's bus and coach technicians,” said Paul O'Cain, “We have a very modern product range today, and with the UK launch this week of our new Starliner II luxury tourer, it's important we have a premium service for premium products. Now, with the three tier network structure in place, and the emergence of the VIP technicians, we do.”

“It's about empowerment,” continued O'Cain, “An MAN VIP Class Technician is much, much more than simply a highly-skilled, specialist fitter – they are ambassadors for the company. With Starliner II for instance, they will be able to talk to the customer directly about all aspects of his vehicle, and not just the nuts and bolts. The idea is for an MAN VIP Class Technician to take full responsibility for the vehicle when it's in his service care; he will be active in his relationship with the customer and form a real business partnership.”

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