Daimler Trucks North America

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For questions, comments, or to submit an inquiry, go to:
DTNAConnect > My Applications > WSC

WARRANTY DEPARTMENT
6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

Please distribute to:
Dealer Principal, Warranty Manager, Service Manager, Parts Manager, Sales Manager
Freightliner Dealers
 Direct Warranty Customers
 Sales Terms (DTR)
Western Star Dealers
 Export
 Used Product (DTR)
FCCC Dealers
 DDC Distributors
 Travel Centers of America/Petro:Lube
Thomas Built Bus Dealers

WARRANTY INFORMATION LETTER
No.
Release
Effective

WI18-034
11/19/2018
11/19/2018

Subject

Warranty Classroom Training in 2019

 Warranty
Classroom
Training

In 2019, DTNA will offer regional classroom training in the U.S. and Canada. As in past years, there
will be two (2) different courses offered: a New Hire course and an Advanced Warranty course. Both
are 2-day classes that cover the full range of DTNA brands and products (Detroit powertrain
components, Freightliner, Freightliner Custom Chassis Corporation, Thomas Built Bus, and Western
Star).

 Course Notes

The information below applies to both courses. See the table on page 3 for the 2019 schedule,
which includes locations and dates.
Cost
•

No tuition fees

Enrollment
• Limited to current employees of authorized DTNA locations
• Capped at 20 participants
• If minimum enrollment and/or wait list thresholds are not met, DTNA reserves the right to
cancel classes
• Register for courses via the Aftermarket Resource Center (ARC)
o Successfully registered participants receive an email notification containing course
information, suggested lodging, transportation, directions, etc.
Provided by DTNA
• Instructional materials
• Lunch during classroom sessions
• Internet access
Attendee Responsibility
• Prior to attending class, students must complete multiple web-based training courses
available at ARC > Departments > Warranty > Online Warranty Link (OWL) Training > OWL
Training:
o Warranty Personnel
o The 3Cs: Complaint, Cause and Correction
• Round-trip transportation to class location
• Lodging
• Meals (breakfast and dinner)
• Laptop computer
o Each student is responsible for bringing their own laptop to class

WARRANTY INFORMATION LETTER
Verify latest version online; access Warranty Information Letters at DTNAConnect > Warranty Lit > Warranty Letters.
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
No.: WI18-034
1 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 11/16/18

Daimler Trucks North America
 New Hire
Course

For questions, comments, or to submit an inquiry, go to:
DTNAConnect > My Applications > WSC

WARRANTY DEPARTMENT
6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

The New Hire course is an entry level seminar designed to introduce attendees to the many aspects
of DTNA warranty and help develop efficient day-to-day processes. It is aimed at individuals who
either:
• Have no more than six (6) months employment as a Warranty Administrator/Manager; or
• Are employed in a position that works closely with the Warranty Department (e.g., Service
Writer/Advisor, Shop Foreman, Master Technician, Service Manager)
Content and course materials address topics from a beginner’s perspective and include:
• Service location personnel roles/link to the claim process
• Multiple DTNA software applications and resources
• Coverage and claim types
• Parts management
• Recalls and field service campaigns
• Current events (e.g., Warranty Support Center ticket/Processing/Recovery patterns,
Important Warranty Information letters, etc.)
Wherever possible, the New Hire course includes on-site visits to local DTNA facilities. In Portland,
OR, the course includes tours of the Western Star Truck Manufacturing Plant, the Parts Return
Center, and meeting the Warranty Engineers who test returned parts. In Detroit, MI, there is a tour of
the Detroit Manufacturing Plant.

 Advanced
Warranty
Course

The Advanced Warranty course examines trends across the service network and more specifically,
the locations represented by participants in class. This upper level course is designed to benefit
experienced personnel, not individuals new to warranty. The course is also recommended for nonwarranty employees in a position that works closely with the Warranty Department, such as Service
Writer/Advisor, Shop Foreman, Master Technician, and Service Manager. Topics include:
• Claims: discovering unclaimed dollars and achieving full payment
• Chargebacks: preventing shipping chargebacks, defending claims, and appeals
• Best practice suggestions and developing action plans for continuous improvement
• Tools for developing and executing continuous improvement events
• Current events (e.g., Warranty Support Center ticket/Processing/Recovery patterns,
Important Warranty Information letters, etc.)
To ensure that attendees have the necessary on-the-job experience to understand and apply content
after class is over, participants are required to have a minimum six (6) months employment in their
current position. Individuals who attended the New Hire course must allow three (3) months to pass
before attending an Advanced Warranty Training course.
Pre-Course Assignment: The Advanced Warranty course also includes an assignment for attendees to
complete before class. The assignment, which is aimed at reducing shipping chargebacks, is to
document their location’s part return process. Documentation should include step-by-step
instructions, which any employee can follow with minimal or no questions, for the following:
• Tagging process for technicians to return failed parts to the Parts Department
• Warranty parts storage room process
• Procedure and process for shipping parts
Students are expected to bring the documentation to class and be prepared to discuss with the
group. During the discussion, attendees can share best practices for part storage and returns as well
brainstorm ideas for improvements. Additional information on the pre-course assignment is sent to
attendees following registration.

WARRANTY INFORMATION LETTER
Verify latest version online; access Warranty Information Letters at DTNAConnect > Warranty Lit > Warranty Letters.
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
No.: WI18-034
2 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 11/16/18

Daimler Trucks North America

For questions, comments, or to submit an inquiry, go to:
DTNAConnect > My Applications > WSC

WARRANTY DEPARTMENT
6121 N Cutter Circle, Suite A
Portland, Oregon 97217-4090

 2019 Class Schedule
Location
DTNA Southeastern Training Center, Cleveland, NC
DTNA Southeastern Training Center, Cleveland, NC
DTNA Corp HQ, Portland, OR
DTNA Corp HQ, Portland, OR
Detroit Training Center, Detroit, MI
Detroit Training Center, Detroit, MI
Residence Inn Moncton, Moncton, NB
Residence Inn Moncton, Moncton, NB
DTNA Northeastern Training Center, Bridgeport, NJ
DTNA Northeastern Training Center, Bridgeport, NJ
Holiday Inn Montreal Airport, Montreal, QC
Holiday Inn Montreal Airport, Montreal, QC
Courtyard Toronto Airport, Toronto, ON
Courtyard Toronto Airport, Toronto, ON
1

Course1

Date

New Hire
Advanced
New Hire
Advanced
New Hire
Advanced
New Hire
Advanced
New Hire
Advanced
New Hire
Advanced
New Hire
Advanced

February 12 – February 13
February 14 – February 15
April 23 – April 24
April 25 – April 26
May 14 – May 15
May 16 – May 17
June 11 - June 12
June 13 - June 14
August 13 – August 14
August 15 – August 16
September 10 – September 11
September 12 – September 13
September 17 – September 18
September 19 – September 20

Each class has space for 20 participants. If the enrollment and/or wait list minimum threshold of at least eight (8) people is not met,
DTNA reserves the right to cancel classes.

WARRANTY INFORMATION LETTER
Verify latest version online; access Warranty Information Letters at DTNAConnect > Warranty Lit > Warranty Letters.
DISCLAIMER: The information contained in this letter supersedes and supplements any related policies and procedures in the Warranty Manual and/or
previously released letters. Failure to read or distribute this letter will not exempt addressees from compliance with the information contained herein.
Warranty Information Letter
Copyright © Daimler Trucks North America LLC. All rights reserved.
No.: WI18-034
3 of 3
Daimler Trucks North America LLC is a Daimler company.
Revised: 11/16/18