ELITE SUPPORT
EXPERIENCE A HIGHER STANDARD
A Clear Vision for Excellence
Since 2008, the Elite Support initiative — a first in the trucking industry— has been grounded in an uncompromising vision for customer service throughout the network:
“Elite Support is an elite network of Daimler Truck North America (DTNA) dealers who deliver a superior experience, in a consistent manner, at a good value, as validated by the customer.”
To turn this unyielding vision into reality, every dealer in the Elite Support network places three key ideals at the center of their operations.
Principles Put Into Practice
We understand that our role is to support customers in keeping their businesses moving forward. Their success is central to our work, and we are committed to being a reliable partner every step of the way. Customers choose us because we provide real value and thoughtful support that helps them make confident business decisions. We focus on their needs not just because it makes good business sense, but because it’s the right thing to do to keep the world moving.
Every dealer that flies the Elite Support banner has earned it, meaning excellence isn’t just a goal, it’s the standard. To become certified, dealers must meet or exceed a rigorous set of standards across every customer touchpoint. These evolving criteria are developed by the network itself, ensuring real-world relevance and high-impact results.
It doesn’t stop there. Dealers are recertified on a yearly basis to make sure that a higher level of customer service is delivered in a consistent manner, at a good value, and is something you can rely on, every. single. time.
Are we good enough? Never. Elite Support Certified dealers don’t just meet the mark—they keep raising the bar. Certification is only the beginning. Every location is driven by a culture of continuous improvement, always looking for smarter, faster, better ways to serve customers.
Led by specially trained Continuous Improvement Coordinators and passionate change-leaders, our dealers are constantly looking for ways to elevate the customer experience, improve operationally, and evolve their business every single day.
Continuous improvement principles are embedded in our network culture and ensure every dealer is building and improving the Elite Support experience for the betterment of our customers.
WHAT IS A HIGHER STANDARD?
Everything You Need to Keep Your Business Moving
Maximum Uptime
We know the world doesn’t stop when a breakdown happens, that’s why every Elite Support Certified dealer is committed to maximizing uptime to keep customers moving. For fleets, vocational operations, and owner-operators alike, we know every minute matters. With refined processes, proven best practices, and a focus on minimizing unnecessary downtime, Elite Support dealers work closely together across the network to solve complex problems and provide innovative solutions to help get customers back on the road quickly and keep business on track.
Express Assessment
Every Elite Support Certified location offers Express Assessment, which means the dealer is committed to providing customer communication with a preliminary assessment within two hours of arrival. This assessment proactively provides customers with vital information about the repairs, parts needed, an estimate of cost, and an expected ready time. When every hour counts, Express Assessment enables customers to make more informed decisions about their vehicles, loads and drivers.
Robust Parts Distribution Network
To get customers back on the road quickly, Elite Support Certified dealers leverage DTNA’s expansive parts network and in-house inventory to quickly get the right part into the right hands—at the right time. Using the latest technology tools and old-fashioned teamwork, we work together as a network to get the parts needed—whether online, over the phone or at the parts counter – to get our customers back on the road, fast.
Express Repair
Because every minute of downtime affects your productivity and revenue, Elite Support Certified dealers offer Express Repair—a commitment to providing on-the-spot service whenever possible. For repairs expected to take four hours or less, and when needed parts are available, Express Repair prioritizes fast, efficient service without compromising quality. This helps all customers reduce delays, get their vehicles back on the road quickly, and meet their business commitments. When you can’t afford downtime, trust Elite Support dealers to deliver more uptime with Express Repair.
Quality Communication
When a vehicle goes down, Elite Support Certified dealers understand it’s not just a truck in a service bay, it’s a critical business tool at a standstill. That’s why timely, actionable communication is not just nice to have, but a must-have. Timely updates help customers adapt, pivot, and make confident decisions to keep operations running. A challenging scenario feels worse by not knowing the status or having a go-forward plan. From write-up to pick-up, Elite Support dealers focus on keeping customers informed throughout every step of the service process.
Precision Service from Certified Experts
Service Technicians at Elite Support Certified dealerships regularly receive the latest training and support direct from Freightliner, Western Star, Detroit and other DTNA brands. With an emphasis on building comprehensive vehicle expertise, strong diagnostic skills, and hands-on experience, DTNA-certified Technicians know our customers’ vehicles best. We integrate advanced technologies and big data trends with proven service processes and the highest repair quality standards. Elite Support technicians receive the highest level of training, so you can count on thorough, accurate and efficient service to get your truck back on the road, quickly.
Customer Comfort and Amenities
Elite Support Certified dealers know your time matters. When vehicle downtime does occur, we do our best to ensure the driver will be ready to go when the vehicle is. Each Elite Support location provides a dedicated driver’s area with free wi-fi, hot coffee and space to recharge or get things done. Need local food or lodging? We’ve got the info ready.
Elite Support dealers know that “customer experience” isn’t just a marketing phrase—it begins and ends with what customers actually experience.
