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Truck sales hit eight-year high | Six Robblees expands in Idaho

Are you ready

to lead a




Emphasize lighting to grow sales 20 Why not to ignore fifth wheels 24 MAY 2014 |



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Volume 50 | Number 5 | May 2014

Cover Story

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Editor: Lucas Deal Online Editor: Jason Cannon Equipment Editor: Jack Roberts Contributing Editor: John G. Smith

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Features 20 Aftermarket lighting options 24 Fifth wheel service

Departments 1 2 6 11

Editorial Staff Editorials Industry Focus Tech Updates

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WWW.TRUCKPARTSANDSERVICE.COM Truck Parts & Service (ISSN 0895-3856) is published monthly by Randall-Reilly Publishing Company, LLC, 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406. Periodicals postage paid at Tuscaloosa, AL and additional offices. Subscriptions: $50 for one year, outside USA add $10. For change of address and other subscription inquiries, please contact: truckparts& POSTMASTER: Send all UAA to CFS. (See DMM 707.4.12.5); NON-POSTAL AND MILITARY FACILITIES: send address corrections to Truck Parts & Service 3200 Rice Mine Road N.E., Tuscaloosa, AL 35406.

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M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E


Editorial | Lucas Deal

The end of the gunslinger By Lucas Deal, Editor


ave you ever heard the phrase “teamwork makes the dream work”? It’s often heard in athletics but shows up in business as well. It means that working as a team can help a group meet its goals Thinking back to the many times you’ve heard this phrase, how often have you actually tried to implement it? If teamwork truly does in fact make the ‘dream’ work, why is it not more of a priority in your business? Teamwork was the focus of the interviews for this month’s cover story. I wanted to know what businesses throughout the aftermarket are doing to create sales strategies that cater to the industry’s newest generation of employees. You may have noticed that the industry’s newest generation, of which I am a part, has a decidedly different view toward teamwork than our predecessors. What worked for Baby Boomers won’t work for Gen Y. For several decades, professional sales has been a solo endeavor. Salespeople were given territories and it was their responsibility to cover them in their entirety. All sales, billing questions, delivery methods and customer service functioned through that one salesperson. They were the gateway between the customer and the supplier — and both sides were OK with that. “It’s just the way that generation was raised,” says sales management consultant Jim Pancero. “Their idea of problem


T R U C K PA R T S & S E R V I C E |

solving was [to do it] alone. ‘Give me a job and I’ll do it. If you want something done right, do it yourself.’ “That’s the way they all thought, so that’s the way business was conducted.” The aftermarket was not immune. What Pancero calls the “independent gunslinger” sales strategy first entered the market in the 1970s.

What worked for Baby Boomers won’t work for Gen Y. It’s still visible, and profitable, in areas of the market today. The problem is as more and more of these do-it-all Baby Boomers leave the industry, so too goes their independent spirit. And the generation stepping in to replace them has no interest in keeping the status quo. Also known as the millennial generation, Generation Y begins with professionals born in the early 1980s. As a member of this new generation, take it from me — this generation likes teamwork. It likes best practices. It loves communication (especially online). And in most cases it sees absolutely no reason why others wouldn’t feel the same way. Though I consider myself older than my age, I agree with my contemporaries

May 2014

on a lot of those factors. When I set out to do something, I want to know the best way to do it, not just for success today, but also to ensure success in the future. When I contact someone for a story, I prefer email. I like having a record of a conversation to refer back to when needed. To me, this is the best way to do my job. Generation Y has the same feeling in regards to sales. So, how does a business create a sales structure that appeases veterans while also enabling a younger generation to succeed? Teamwork. Reining in a gunslinger before he rides off into the sunset like Shane will not only ensure your business can handle their absence, but also will put you in a better position to serve your customers in the future. “Everyone needs to be working in the same direction,” says Dave Willis, president at CRW Parts. Pancero says getting veteran salespeople to buy into a team-centric strategy isn’t as difficult as it may seem. Smart salespeople understand the need for evolution, he says, and typically appreciate a team concept if it helps them serve their customers. Besides, a unified sales and marketing plan doesn’t prevent a salesperson from creating a unique sales call; it enhances it. It ensures that whatever a salesperson promises will be delivered — not just by him, but also by generations to come.

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Editorial | Jason Cannon

Indiana Jones And The Search For The Diesel Technician By Jason Cannon, Online Editor


iesel technicians are getting so hard to find, Harrison Ford could ink a deal for another Indiana Jones installment. Trucking could need as many as 200,000 technicians over the next 10 years just to keep up with current truck maintenance demands, says Phil Byrd, chairman of the American Trucking Associations and president and CEO of Bulldog Hiway Express. Rush Enterprises, which operates the largest network of medium- and heavyduty truck dealerships in North America, is currently short about 350 technicians, says Mike Besson, vice president of service operations for the company. According to the U.S. Department of Labor, over a million jobs exist today in the auto, diesel, and collision repair industries with growth of 17 percent projected through the year 2020. Unfortunately, only about 3,500 diesel and truck technicians enter the market through technical schools annually, according to The National Institute for Automotive Service Excellence. That’s not enough to keep up with current growth trends and retirement rates; 10,000 Baby Boomers (who make up 26 percent of the U.S. population) will reach retirement age every day through 2029, according to Pew Research. The math on all that is pretty simple, but the solution is far more complicated. With the technician shortage making competition for graduates fierce, educators are left struggling to fill the need.


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Thanks to enrollment caps, community colleges across the country have waiting lists longer than a five-star restaurant on Valentine’s Day. “If I had twice as many graduates, I have no doubt that I can put them all to work,” says Jerry Clemons of the program he runs at Elizabethtown (Ky.) Community and Technical College, which enrolls upward of 100 students annually.

According to the U.S. Department of Labor, over a million jobs exist today in the auto, diesel, and collision repair industries with growth of 17 percent projected through the year 2020. “Ever since about 2007, when the economy kind of went upside down on us, we’ve been maxed out,” Al Clark, diesel tech instructor at Lane Community College, Eugene, Ore., says of his school’s program, which has a 24-student enrollment cap. “We’ve had literally, and to this day, anywhere from 40 to 100 guys waiting to get into the program at any given time.” Not all schools limit classroom size. But in those cases, classroom size limits

May 2014

the students. John Speights, diesel instructor at Shelton State Community College, Tuscaloosa, Ala., says his state-owned school has a policy against turning students away, so all enrolled and eligible applicants are admitted. While his program technically is never full, it is often crowded. A bright spot in the technician shortage is that more and more job seekers are realizing that becoming a diesel technician offers a stable career with good pay. No longer are admission offices filled only with fresh-faced high school graduates looking to enter the working world. An increasing number of enrollees are entering diesel programs with a degree already in-hand, or experience in other fields, and looking to change careers. Clemons says he fields two-to-three calls per week from people outside the industry, but who are connected in some way to diesel technicians, each wanting to work their way into a new career. Faces in the diesel tech classroom have changed dramatically in the last several years, and their numbers have not grown to meet demand. The long-held thought that students just aren’t interested in entering the field doesn’t appear to be wholly accurate. Students across the country appear to be lining up to fill voids, but limited classroom size has limited their opportunities. Until classroom space catches up with demand from students, there’s not a lot of hope for the number of technicians to rise and meet the needs of the industry.











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Industry Focus

Dealer News CSM Companies, Inc. and French-Ellison Truck Center, LLC have merged, creating a 19-location dealership group. Thermo King has named its 2013 Dealers of the Year. Regional winners were Temperature Control Solutions, Inc., Raleigh, N.C.; Thermo King Sales & Service, St. Paul, Minn.; Thermo King of Dallas, Dallas; and Thermo King Fresno, Inc., Fresno, Calif. Bus Dealer of the Year was Thermo King of North Florida, Jacksonville, Fla. Kansas-based Doonan Truck & Equipment is seeking to erect a Peterbilt dealership in Ellis County, Kan. using sales tax funds. Doonan’s site requires $3 million in improvements to complete the business expansion. Lone Mountain Truck Leasing announces it recently began purchasing new trucks to put into its lease

Bruckner’s Truck Sales has opened a new dealership in Albuquerque, N.M. The 7.5-acre full-service dealership offers 18 truck bays staffed by 16 technicians, two of which are Volvo master technicians.

purchase program. The initial offering from Lone Mountain consists of 2015 model year trucks from a variety of manufacturers including Peterbilt and Volvo with Freightliner trucks coming later this summer. Kenworth de Mont-Laurier has opened its new parts and service location in Mont-Laurier, a rural area about 240 kilometers northwest of Montreal, on the Trans-Canada Highway/Quebec Route 117. Tallman Truck Centre has secured the distribution rights for Bobcat

Economic News

Frost & Sullivan has released a report that projects the global sales of medium- and heavy-duty trucks, which stood at 2.76 million units in 2013, to climb to 2.87 million units by the end of 2014. North American sales projections exceed 140,000 units in 2014. In comparison Frost & Sullivan expects Class 8 truck sales to total 258,000 vehicles.

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Equipment for the Kingston, Ontario market and will operate this new business as Bobcat of Kingston.

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Preliminary data released last month by FTR Associates says December 2013 through March 2014 was the best four-month new truck sales period since 2006. According to FTR, March 2014 Class 8 truck net orders were 27,139, the fourth consecutive month of solid order activity. The past 14 months have each shown a year-over-year improvement with totals for Q1 2014 35 percent above Q1 2013.


Inland Kenworth has relocated its Campbell River, British Columbia dealership. The new 20,000 sq.ft. facility is located barely half a mile north of its previous site.

May 2014

Leadership 2.0, the University of the Aftermarket’s automotive aftermarket Leadership Development Program, concluded on April 11, 2014 with a graduation ceremony for its 38 participants. Leadership 2.0 is an intense and intellectually challenging leadership-development program specific to the vehicle aftermarket. Participants in this year’s program represented a wide array of aftermarket companies at all levels of the industry, the University says. The program began last

August with participants gathering on Northwood University’s campus in Midland, Mich. Between sessions I and II, participants worked on team projects that addressed several important industry issues. Participants received 7.0 credits toward completion of their Automotive Aftermarket Professional (AAP) or Master Automotive Aftermarket Professional (MAAP) designations, Northwood says.

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Industry Focus

People In The News Bendix Commercial Vehicle Systems LLC has appointed Kimberly Little vice president, human resources – North America. Karmak announces John Lebel will be leading the new Strategic Partnerships Little initiative for the company. Rick Rollins has been appointed to the Advisory Board of Marx Group Advisors. He will also serve as a vice president with Marx Group Advisors. Rollins Ryder announces John Diez has been appointed to senior vice president of Ryder Dedicated. NationaLease has named Andy Stopka as vice president of member programs and Joe Puff vice president of truck technology and maintenance.

VIPAR Heavy Duty has promoted Larry Griffin to director of program management. Jack Lorimer has retired from IPD after 44 years in the industry. Griffin CTEK Power, Inc. has appointed Andreas Naeslund as the company’s new president, Americas. STEMCO President Jon Cox has been appointed chief innovation officer of EnPro Industries. Cox will maintain Naeslund his responsibilities as STEMCO group president, but Todd Anderson will replace Cox as president at STEMCO. Shawn Zwicker, general manager, ReCon Europe and Joint Ventures, Cummins Inc., has been named chairman of the MERA Board of Directors.

Wabash National expands across the globe Wabash National Corporation has made an agreement with Australian-based Mezz Trailers to bring Wabash National, Transcraft and Benson brand trailers to the Australian market. “The relationship with Mezz Trailers is another step in executing Wabash National Corporation’s strategic plan as we expand into new markets,” says Dick Giromini, president and CEO at Wabash National Corporation. Wabash National says products that will soon be available to the Australian market through Mezz Trailers include: Wabash National DuraPlate dry vans Wabash National ArcticLite refrigerated vans Transcraft steel and hybrid flatbed and drop deck trailers Benson aluminum flatbed and drop deck trailers

Six Robblees expanding in Idaho Six Robblees is acquiring Valley Brake & Truck Parts, expanding its network in Idaho. This transaction expands the Six Robblees network to 22 locations in the Northwestern U.S. and expands the company’s expertise in friction and remanufacturing. “Six Robblees operates twenty stores throughout the Northwest, from California to Alaska,” says Andy Robblee, president of Six Robblees. “This arrangement will offer the best of both worlds for our two respective companies and our customers. Valley’s expertise in suspension, brakes and friction products makes this an ideal combination for Six Robblees.” Valley Brake & Truck Parts has locations in Twin Falls and Nampa, Idaho, and has a complete brake remanufacturing facility in Twin Falls.


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May 2014

NTN Bearing Corporation of America (NBCA) welcomes Kimberly Miller as its new vice president – marketing. Webb Wheel Severe Duty announces the appointments of Nate Nielsen as director of sales Nielsen and Jeremy Zills to manager of engineering. Daniel J. Murphy, president and CEO at Idealease has been appointed chairman of The Truck Renting and Leasing Association (TRALA) Zills for 2014-2015. Brian Layman has been named vice president of business development at Mack. Pat Miller, chief financial officer for Freightliner of St. Cloud, Minn., has been inducted into the CIC Summit Club of Daimler Trucks North America.

CVSN training session a success The Commercial Vehicle Solutions Network (CVSN) held its first Training for Success and Growth seminar earlier last month in Houston, and the event was met with a resounding applause. Featuring presentations by Nancy Friedman, “The Telephone Doctor” and Jim Pancero, the seminar gave each attendee something they could take back to their businesses and implement immediately, says CVSN Executive Director Angelo Volpe. Attendee response was equally strong. “When I talk about Jim, all I can say is wow,” says Todd Scheitler, territory manager at Midwest Wheel. “He has so much great sales information it is amazing. Being proactive instead of reactive, selling against low price, low profit. Just a couple of the many topics covered. Orlando Tamez of Ogburn’s Truck Parts adds, “The training seminars provided very useful information that will help me be a better and more consistent salesman. I learned how to better set up my daily and weekly sales goals.”

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Tech Updates

SAFETY RECALLS Caterpillar is recalling certain model year 2012-2013 CT660 trucks manufactured August 2011 through August 2012, and equipped with feature code 0504501, 0504504, or 04EWM Reduced Stopping Distance (RSD) brake linings and with or without feature code 04WCS Greased For Life front air S-cam brakes. In the affected vehicles, the brake S-cam brackets may fracture. S-cam bracket fractures may result in an inoperative brake on the affected wheel. This will cause the vehicle to pull to one side unexpectedly during braking and/or increase the stopping distance. Either result may increase the risk of a crash.

04EWM Reduced Stopping Distance (RSD) brake linings and with or without feature code 04WCS Greased For Life front air S-cam brakes. In the affected vehicles, the brake S-cam brackets may fracture. S-cam bracket fractures may result

Daimler Trucks North America (DTNA) is recalling certain model year 2013-2015 Thomas Built Buses Minotour dual rear wheel school buses manufactured Oct. 21, 2011, through Jan. 16, 2014, and equipped with certain threepassenger IMMI or S3C brand seats installed in the rear section of the bus. In the affected vehicles, the floor reinforcement channels that provide additional support for the seat mounting were omitted during manufacturing. Without the floor reinforcement channels, in a crash, the floor may flex and the seat occupants may not be adequately restrained, increasing the risk of injury to the seat occupants. DTNA is recalling certain model year 20132015 Thomas Built Buses Minotour dual rear wheel non-school buses manufactured Oct. 21, 2011, through Jan. 16, 2014, and equipped with certain three-passenger IMMI or S3C brand seats installed in the rear section of the bus. In the affected vehicles, the floor reinforcement channels that provide additional support for the seat mounting were omitted during manufacturing. Without the floor reinforcement channels, in a crash, the floor may flex and the seat occupants may not be adequately restrained, increasing the risk of injury to the seat occupants. Mack Trucks is recalling certain model year 2010-2015 LEU vehicles manufactured May 14, 2009, through Feb. 14, 2014, and equipped with a Cummins ISL engine. In the affected vehicles, the exhaust pipe may disconnect from the muffler/catalyst. If the exhaust pipe separates from the muffler on a twin-steer configured vehicle where the vehicle is operated from the right side, the operator may be exposed to carbon monoxide levels which may cause personal injury. Navistar is recalling certain model year 2012-2013 International Lonestar, Paystar, Prostar, Workstar and 9900 trucks, equipped with feature code 0504501, 0504504, or

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The following are safety recalls issued by the National Highway Traffic Safety Administration: in an inoperative brake on the affected wheel. This will cause the vehicle to pull to one side unexpectedly during braking and/or increase the stopping distance. Either result may increase the risk of a crash.

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M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E

1/2/14 9:05 AM


By Lucas Deal, Editor

Cover Story

Are you ready

to lead a

SWAT team? 12

T R U C K PA R T S & S E R V I C E |

May 2014

Cover Story

Teamwork will define the aftermarket’s new generation of salespeople


hink about the salespeople in your business today. How many of them are over 50? How about 60? How many of them will be retiring from your business in the next five to seven years? If the answer is a significant number, it may be time for your business to start preparing for its next generation of salespeople, says Jim Pancero, professional sales advisor and consultant. “This younger generation does so many things differently than my generation — the generation that’s dominated [sales] for decades,” he says. “A business that plans to hire this generation has to be ready for those differences.” For the better part of 40 years the heavy-duty aftermarket has been just one of many industries that has relied on the sales strategies and tools created by Baby Boomers. But that won’t be the case for much longer. With more and more of these sales veterans reaching the twilight of their career, the aftermarket is about to experience another generational change. There’s a new group of salespeople on the way, Pancero says, and like the Boomers decades before, they are going to revolutionize the industry. Businesses willing to take time now to look at the future makeup of their sales staff can ensure they are well positioned to hire this generation, and bring them into an environment where they can succeed, Pancero says. “We are at a changing of the guard,” he says. “This younger generation is moving into business — and moving into power in business.” He adds, “If you’re a business owner with older [salespeople], and you know you’re going to start losing people in

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M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E


Cover Story the coming years, you have to start preparing for a change.” The fundamental differences between the aftermarket’s next generation and its current crop of veterans are significant. From daily interaction to long-term sales plans, this generation has new preferences for nearly every aspect of business. The most easily identifiable difference is communication. Today’s newest business professionals have grown up in a digital age, with computers, the Internet and technology a part of their daily lives. They’ve adapted to the technology as they’ve grown, and are now incredibly comfortable relying on it for their communication. Pancero offers the cell phone as a prime example. Most outside salespeople in the aftermarket today are equipped with smartphones. But while veteran salespeople are still using the tool primarily for calls and emails, Pancero says today’s younger generation uses the phone as a do-it-all communication tool. This new generation doesn’t make a lot of phone calls, but that doesn’t mean they are poor communicators, he says. “This generation spends more time communicating than any other previous generation,” he says. “They have grown up in a world that’s interconnected. They are constantly texting, tagging, sharing.”


Midwest Wheel has a diverse sales team, and actively works to help educate young and older employees on the talents of their counterparts. This strengthens the entire unit and helps the company prepare for the future.

He adds, “It’s completely different from the Baby Boomer generation. When I give a presentation to a group that age, I always ask ‘How many of you have a best friend you haven’t talked to in two years?’ “People raise their hands. This [next] generation isn’t like that.” If anything, the next generation’s preferences are rubbing off on others. “I think the younger generation has started to shape the way we think,” says Steve Hansen, national accounts manager at Minimizer. At 35, Hansen says he remembers the days before the Internet but was able to grasp the technology when it debuted. Though he “still knows the importance of a phone call,” Hansen says his preferred method of communication

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May 2014

now is email, and references the ability to communicate on a broad scale and record all interactions as just a few of the tool’s best features. More than anything else, Pancero says it is the immediacy and efficiency the online world provides that has pushed the younger generation away from the phone call. “[The next generation] has grown up with the assumption that the more we increase technology the more we can take advantage of it,” he says. Email lessened the reliance on phone calls; text messages lessened the reliance on emails and so on. Each new technology also has increased the next generation’s standard for customer service. “Everybody expects sameday customer service now,”

says Edward Kuo, director of sales, motor vehicles at Datalliance. “Older generations are probably a little more accepting of time delays because they are more used to that and used to dealing with that. They don’t immediately accept that as a lack of customer service. “A two-day wait for a response [to a customer service question] would be totally unacceptable to this younger generation.” The same standards can be seen in sales interaction. “Our younger customers are much more used to having access to information and tools that didn’t even exist more than 15 years ago, but all of our customers are starting to become online savvy,” says Paul Tuomi, director of parts sales at Daimler Trucks North America.



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Cover Story “I think we all kind of think Google knows everything now,” adds Hansen. “Why listen to a sales guy give his pitch when you can go to Google and find everything he was going to say in five minutes?” Pancero says that hypothetical scenario is ultimately the biggest difference between Baby Boomers and this new generation. Young professionals entering business today don’t view a sales call as an opportunity to showcase the uniqueness of their product and their individualized customer service skills. Pancero says, to them, those are benefits any quality supplier and salesperson should provide. Instead, he says today’s young salespeople want to promote a comprehensive and consistent service approach. It doesn’t matter where, when, why or how you reach out and to whom, young salespeople want customers to know if you contact their business for support, you will get it immediately. And their message and the quality of their response will never change. After decades of self-reliant Baby Boomers adhering to the value of the individual, today’s next generation wants to do everything as a team. That includes sales in your business, says Pancero, and it doesn’t matter how successful you’ve been using the Baby Boomer model. When you start employ-


Minimizer’s department has best practices for outside sales and customer service, ensuring customers receive a consistent message at all times.

ing this new generation, they are going to expect you to use their team approach, he says. “The younger [generation] expects to be coached. They have lived their entire life participating as part of a team,” he says. This concept may fly in the face of your current sales plan, but Pancero says different doesn’t automatically mean crazy. “A lot of sales structures today are reactive,” he says. Salespeople are given full authority to run their territory as they see fit, and sales managers are brought in only to help close deals, authorize pricing discounts or put out customer service fires. “The sales manager is an ambulance; he’s not a healthcare facility,” Pancero says. The team approach turns

T R U C K PA R T S & S E R V I C E |

May 2014

that concept on its head. All employees (inside salespeople, outside sales people, drivers, technicians, etc.) follow a best practice for selling and customer service. Sales managers are active coaches and offer guidance to help employees though all aspects of sales, and customers reap the benefits by experiencing consistent service across all platforms. “I think ‘we’ is a much more powerful statement than ‘me,’ or ‘I,’” says Dave Willis, president at CRW Parts. “When you have a team working in the right direction you can create an environment where everyone knows every customer’s value.” He adds, “A quarterback doesn’t snap the ball to himself then block for himself and run out for his own pass

… it takes everyone on a team to be successful.” But before you book the local Holiday Inn Conference Center for a week-long sales retreat, it’s a good idea to evaluate your sales team and create a reasonable timeline for changes. Not every sales team immediately needs to be revamped. “If one 60 year old is selling to another 60 year old you’re golden,” Pancero says. “But when a 30 year old steps in to one of those positions things are going to change.” That’s why Pancero advises businesses to project staff changes five to seven years out. If significant turnover — either in number of employees or territory covered — is expected, it is a good idea to start researching next generation sales strategies now. It’s not fair to assume a young salesperson can step into a role vacated by a retiring veteran and not miss a beat, Pancero says, especially when that salesperson is being asked to sell using a strategy they’re not comfortable using. By taking time to see how both generations conduct their business, leadership can identify stress points and areas where a sales structure can be altered. It’s also important to identify how your customers will respond to sales changes, adds Geoff Garafola, product and technical information manager at Inland Truck Parts. Garafola says Inland’s sales

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Cover Story team works with an incredibly diverse cross-section of customers. Each of its nearly 30 market areas has different tendencies. Garafola says the company tries to identify which areas are more or less responsive to specific sales methods, and uses that information when building sales plans and positioning salespeople. Once you’ve identified when the next generation will enter your business you have to determine what you want them to sell. Superior products are great, but as mentioned earlier, Pancero says the next generation sees that as a given. “Look at your environment compared to competitors. Ask yourself, ‘What’s going to give me an edge?’” he says. “The only reason you should make any change is to increase your competitive edge and profitability. You

Inland Truck Parts promotes best practices throughout its organization, and tries to mold its strategies to best fit each of the company’s locations.

have to decide how you want to do that.” Pancero says once that selling point is established a team-based selling strategy should be built around it. Pancero promotes this concept in his presentations as SWAT team selling. The polar opposite of the

Baby Boomer’s “lone gunfighter” approach, Pancero says SWAT team selling is the concept of building responsibilities and best practices for each employee and then working as a unit to grow sales. It is designed to maximize the skills and tools of the next generation.

The first step to implementing SWAT team selling in your business is awareness. Your sales management team must understand the benefits of changing and buy in to the change. Pancero says this can be tough to do with veteran salespeople. “The biggest resistance I

Four skills every salesperson needs Not everyone is born to sell. All salespeople — even those who are part of a team — still require planning and communication skills to thrive today. Jim Pancero notes four skills in particular that are vital to salespeople of all generations: attitude, operational personal persuasive skills, tactical skills and strategic skills. “Those are skills that any salesperson in any situation needs,” he says. “Developing tools and processes are great but your salespeople still have to know how to use them.” Pancero defines those four skills as: Attitude is the energy and tenacity a salesperson brings to the role. Salespeople need to be comfortable communicating with new people to be able to quickly build relationships.


T R U C K PA R T S & S E R V I C E |

Operational personal persuasive skills are the ways a salesperson brings a customer through a sales call and sets them up for a close. This also includes how a salesperson handles customer requests and direct interaction. A positive attitude is vital, but a salesperson also must have the ability to navigate tough questions seamlessly while keeping a customer on the right track to buy. Tactical skills refer to the long-term planning of a customer relationship — the road map to success. This aspect of sales is evident when building a team strategy. Once a business’s value proposition and selling points are created, good salespeople should be able to identify how to move forward and approach customers. Strategic skills are the way sales people

May 2014

brand their product, position it in the marketplace and present it to their customers. It’s hard to sell without marketing, and talented salespeople commonly have the ability to do Jim Pancero both well. Pancero also adds a salesperson’s energy, tactical and strategic skills should remain consistent. “Each customer is different but how you go to market should be the same,” he says. “Only on the operational level are customers different. Good salespeople should be able to approach customers differently [in sales calls, etc.] but follow the same strategic plan.”

Cover Story get from clients is [the lone gunfighter] approach has worked so far, ‘Why do I have to change?’” he says. “It’s hard to see another way might be a better way moving forward when the current way has worked for so long.” “I think the mindset is there [for change],” says Angelo Volpe, executive director at the Commercial Vehicle Solutions Network (CVSN), “but sometimes people get so entrenched in what they’re doing they sort of lose sight of it.” Pancero advises business owners to present the SWAT team idea first to management, and says only when that group accepts it can the next step be approached. He refers to that step as the team development — taking the time to build the tools the team will need moving forward. Your competitive advantage should be clearly visible throughout this process, Pancero says. “Ask your customer, ‘How do you define great support?’ and build from there,” he says. This includes best practices for sales calls, methods for communicating customer interaction, consistent and unique language for all customer service situations and coaching tips for management. Pancero says the last one is incredibly important with the next generation. They appreciate guidance in all areas, and will thrive if given the

opportunity to regularly meet with a coach or mentor who can help them improve their performance. But before showcasing your new strategy to your entire team, make sure your sales managers can teach it, Pancero says. Leading a SWAT team requires a specific approach. “You have to teach them how to coach,” he says. “If they’ve never done account planning, they probably won’t be good at it.” Work to provide them with the tools they need so when they are tasked to do the same with your salespeople they can succeed. At Midwest Wheel, Executive Vice President John Minor says his sales people work together to help mentor each other. Veteran salespeople educate new employees on products and customers while the young employees return the favor with information about technology. This falls into the final step of the SWAT team selling — teach your entire team how to use the tools and the coaching you’ve created. Pancero says once management has mastered your strategy you can debut it company wide. This is the practice at Inland, where Garafola says “We give all of our team the same tools and then give them the best ways to use them.” “A sales team is more than just the one person who calls on a customer,” adds Willis. “He might be the salesperson,

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New group helps train, mentor young aftermarket professionals One “gunslinger” sales tactic the aftermarket hopes to retain within team sales is the personal sales relationship. But with non-verbal communication (email, texting) becoming increasingly common, the aftermarket must be proactive in creating opportunities for professionals to interact. “Technology can help a business in many ways, but what really gives you that extra edge in sales is the ability to connect with other people,” says Edward Kuo, director of sales, motor vehicles at Datalliance and treasurer of the newly formed GenNext. Created last year, GenNext was formed to help educate, recruit and mentor young aftermarket talent. One area where Kuo says it’s been successful thus far has been pairing aftermarket rookies with veterans and letting them witness the value that comes from personal relationships. “Any time you get people that have different perspectives together your hope is they can learn from each other,” he says. “Our goal is give young aftermarket [professionals] someone to lean on and learn from so they are prepared to take over,” adds Steve Hansen, GenNext president and national accounts manager at Minimizer.

but he’s not the only person in your business who interacts with that customer. “Your driver probably sees [your customer] more than anyone else and your counter guy probably talks to him more than anyone else … each one should be offering your customer the same message.” Building a team-based selling structure also indirectly provides your business an excellent recruiting tool for that next generation sales professional. “It definitely gives you an advantage against your competition,” says Volpe. As one of the aftermarket’s

most active training organizations, CVSN has honed in on the aftermarket’s next generation. It believes Pancero’s SWAT team strategy offers a great selling point with prospective employees. “This is such a big part of everyone’s business,” says Volpe. “If you want to deal with this next generation of customers you’re going to need salespeople who know how to reach them.” “The more you can build your systems to attract young talent the better off you will be,” adds Garafola. “And that’s not just for salespeople. We’re always looking to recruit that next level of management.”

M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E


By Lucas Deal, Editor

Service Bay

Lighting the way The growth of LED lighting is changing aftermarket inventory requirements


he two most common violations in the FMCSA’s Compliance Safety Accountability (CSA) vehicle maintenance BASIC are lighting related. That means aftermarket businesses that emphasize lighting can not only grow their sales, they also can help improve roadway safety. “Fleets are becoming very cognizant of lighting and the impact it has on their CSA scores,” says Tim Walker, senior vice president,

worldwide sales at Truck-Lite. Lighting sales in the aftermarket today are dominated by two bulb styles, incandescent and LED. While the former is waning in popularity and the latter is gaining prominence, carrying both lighting styles remains the best way to service today’s customers, suppliers say. There are still too many vehicle owners using both product types to exclusively offer one. Incandescent bulbs have been the primary method

LED lamps are more resistant to damage than their incandescent counterparts.


T R U C K PA R T S & S E R V I C E |

May 2014

of lighting in the commercial vehicle market for decades. An incandescent light bulb produces illumination by heating a filament wire until it glows. Similar to the round light bulbs commonplace in residential lighting, incandescent vehicle lighting’s biggest selling point in the marketplace remains its affordability, familiarity and accessibility. “There’s still a significant cost benefit to the incandescent products,” says Doug Will, product manager – heavy-duty products at Dorman HD Solutions. Dorman currently offers a wide selection of aftermarket head lamps and lamp assemblies, all of which operate using incandescent bulbs.

Most lighting manufacturers currently offer a wide selection of LED and incandescent lamps in the aftermarket.

While the bulbs themselves aren’t quite as robust as their LED counterparts, Will says they offer benefits due to their affordability and ease of installation. When an incandescent headlamp goes out, a new bulb can be installed in minutes for just a few dollars, Will says. An LED headlamp failure can lead to a much longer and more expensive

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Service Bay replacement, he says. “When you get into the collision market, some of [the new LED headlamps] are not serviceable in the way incandescent lamps are,” he says. “Some aren’t serviceable at all.” But incandescent bulbs offer both a problem and solution when addressing CSA violations related to stop/ turn/tail lamp failures. Tom Draper, marketing manager at Grote Industries, says one of the biggest drawbacks for fleets when spec’ing incandescent bulbs today is their life cycle. Because they rely on an extremely sensitive component (filament) to work, it doesn’t take much road trauma to knock one out. “Any sort of vibration or hard contact can put one out,” he says. And because incandescent bulbs have just one light source, any breakdown is a total failure, adds Brett Johnson, president and CEO at Optronics International. But when hooked with a CSA violation for an inoperative lamp, Johnson says some fleets still return to their old incandescent mainstays. Though the price

discrepancy isn’t as extreme as headlamps, incandescent stop/turn/tail lamps are still cheaper than their LED counterparts. And that upfront cost advantage is well known in the marketplace, says Tim Gilbert, corporate director of heavy-duty sales at Peterson Manufacturing. “Where customers get into trouble is when they get into that truck stop mindset,” he says. “They have a light go out and they consider themselves in the emergency room, not the doctor’s office. They want the least-expensive [bulb] they can get their hands on to get back on the road. “In those situations they grab the [incandescent] replacement bulb … it’s cheaper at the time, but will end up costing more over the long haul.” “People see the lower cost up front and don’t realize they are going to have to replace that bulb more over the life of the vehicle,” adds Brad Van Riper, chief technical officer at Truck-Lite. That life-cycle advantage is the top selling point for newer LED stop/turn/tail lamp technology. Short for LightEmitting Diode, LED works

Incandescent lamps remain a preferred lighting option for headlamps due to simpler replacement methods and lower costs.


T R U C K PA R T S & S E R V I C E |

May 2014

Incandescent lamps remain a cheaper option than LED counterparts for all lighting situations, but the price difference narrows every day.

through electroluminescence within a bulb to emit light. An aftermarket LED light typically has hundreds, if not thousands, of diodes emitting light at the same time, which creates a smoother, brighter and longer-lasting light, Draper says. Gilbert adds the difference between the lighting styles is quite clear when displayed side-by-side. LED lights burn brighter and are visible from a much longer distance. Will adds LEDs also require less electricity and operate at a lower temperature. They’re more rugged, too, says Van Riper. “They’re much more resistant to shock and vibration.” That life cycle is an important selling point when sitting down with a prospective customer, says Draper, because on average LED lamps are several times more expensive than an incandescent bulb. In promoting its LED line to fleet customers and distributors, Draper says Grote likes to qualify those additional upfront costs as an investment. “You’re looking at three times the cost for 10 times the light life and quality,” adds

Johnson. “When you look at it like that, it’s a worthwhile sell.” But the suppliers note there is still a place in the aftermarket for the incandescent bulb. Today’s LED manufacturers are still offering incandescent lamps in the marketplace, and have customers that remain loyal to them. Will says that’s helped keep Dorman in the incandescent manufacturing sector. The company has researched adding LED product lines in other areas, but still sees the incandescent headlamp market remaining viable moving forward, he says. “We’re going to see more [LED headlamps] as prices change, but I don’t think that market is going to completely switch,” he says. The key, Johnson says, is ensuring customers know the instant a bulb is out that it needs to be fixed. Because ultimately a light’s number one job is to alert other vehicles to its actions, and both bulb options still do that. “Lighting is a major issue within CSA,” he says. “People don’t want to get dinged [by violations].”

Aug. 20-21, 2014 Wednesday, 11:00 a.m. - 5:30 p.m Thursday, 7:00 a.m. - 11:00 a.m.

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Bret Baier | Keynote Speaker

Produced by:

TRUCKING’S PREMIER EDUCATIONAL AND NETWORKING EVENT Learn about the equipment, technology and economic issues that will drive trucking’s evolution.



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Bret Baier, chief political anchor for Fox News Channel and anchor of Special Report with Bret Baier, will discuss “the Obama Administration, Congress and a Look at Politics in America,” during Wednesday’s keynote address. W. M. “Rusty” Rush, chairman, CEO and president, Rush Enterprises, will share his insights on the outlook for trucking during Thursday’s opening session.

John Diez, senior vice president of Ryder Dedicated for Ryder System, will provide insights into “How Regulations, Costs and Reliability are Changing the Equipment Life Cycle,” during Wednesday’s panel discussion.

Donald Broughton and Kristine Kubacki, of Avondale Partners, will provide an economic outlook for the trucking industry from the fleet and supplier perspectives.

Outlook 2014 will provide critical information for all segments of the commercial fleet business, including: Fleet executives Truck OEMs Part and component suppliers Truck dealers Parts distributors Independent repair facilities SPONSORED BY


Commercial Carrier Journal Truck Parts & Service | Successful Dealer

For more information or to register call 888-349-4287 or visit

By Lucas Deal, Editor

Service Bay

Connection Correction Offering fifth wheel service can give your customers peace of mind 24

T R U C K PA R T S & S E R V I C E |

May 2014

Service Bay


hile it’s true some heavy-duty components require more attention than others, it’s doubtful any component has more responsibility while receiving less attention than the fifth wheel. As the main coupling device between a tractor and trailer, the fifth wheel is one of the most important operational and safety features on a truck. But due to its simple use and low failure rate, it’s often taken for granted. It’s the type of part a customer might not give much thought to until it breaks down. And if that happens, it’s probably too late. “It doesn’t take a lot to maintain [a fifth wheel] but it can be really bad if you don’t,” says Aaron Puckett, director of fleet sales at Fontaine Fifth Wheel. By adding fifth wheel service to a preventive maintenance offering, service providers can give customers peace of mind knowing that when they couple their tractors to a new load, they have nothing to fear. “If a fifth wheel is properly maintained, it will last,” Puckett says. “You can get a million miles or more out of them.” Puckett says Fontaine Fifth Wheel advises customers to check their fifth wheel for cracks, dents and other system malfunctions during every trailer connection. A cracked or disfigured fifth wheel can impact the component’s ability to hold a kingpin in place, as can any problem with the fifth wheel’s locking mechanism, he says. Today’s fifth wheel products are built to last, but even the best engineering will sometimes be foiled by an accident or coupling collision. When those types of problems are found, a fifth wheel should immediately be replaced, says Rob Nissen, national service manager at SAF-Holland. “If any of those things are evident, the wheel should be rebuilt,” he says. “Then

W W W . T R U C K PA R T S A N D S E R V I C E . C O M

Lubrication is the most important aspect of fifth wheel maintenance. The system’s components must be properly cleaned and lubricated to ensure maximum performance.

the wheel should be properly lubricated and adjusted to factory recommendations.” “If something is bent and not hooking up properly you shouldn’t keep using that fifth wheel,” adds Robert Marsh, national sales manager at JOST International. “It could be at risk for a failure.” When providing basic maintenance on a fifth wheel, Puckett says grease is the word. Fifth wheels require lubrication to operate at peak levels, he says. A fifth wheel has a dirty job. During service maintenance checks — Puckett recommends fifth wheels be serviced every 30,000 miles or 90 days — or coupling into a new trailer, it is important to make sure the component isn’t covered in dirt, grease and grime. The fifth wheel works best when it’s been lightly lubricated. “A fifth wheel is a mechanical device. It takes grease to make it work, but too much grease — when it’s also covered with salt and sand — will almost make it so it’s like clay on top of the fifth wheel. In those situations it’s not going to close as well,” Puckett says. This is especially true in the winter,

adds Marsh. “The more grease you have the more likely it will gum up and that can cause the fifth wheel to not work properly,” he says. Each OEM says its fifth wheel products are designed with grooves in the face of the fifth wheel where lubrication is best applied. Marsh recommends cleaning those areas of dirt and debris before adding grease to ensure proper lubrication. “You don’t want an excess [of grease],” he says. “You don’t want it falling off the sides.” This creates an optimal surface for the trailer’s landing gear, Puckett says. “It allows you to alleviate chatter,” he says, and describes chatter as vibrations created by a poor fifth wheel connection that can spread throughout the rig. Lubrication also improves the functionality of the locking mechanism, adds Nissen. “Lubrication is critical to not only the surface or face of the wheel, but also in the locking mechanism on the bottom side of the wheel,” he says. The lock’s moving parts also should be kept clean and lightly lubricated because they have

M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E


Service Bay to work as part of a timing movement during locking and unlocking. A fifth wheel’s locking mechanism should be visibly checked as well. “Drivers are known to miss things and make mistakes,” Puckett says. “We advise technicians check the locking mechanism and the pull handle, make sure the springs are working, activate the [spring] cylinders [during a PM]. You want to make sure nothing has been damaged.” Marsh says JOST offers a lock tester to use during these inspections. The tester simulates a fifth wheel locking into a kingpin and allows the technician to ensure the connection is secure. Marsh says a lock tester should be snug within a fifth wheel connection but not immovable. “You shouldn’t have any play and it shouldn’t move [vertically or horizontally],” he says, “but you want to be able to rotate the lock tester pin within the lock. “If you rotate it and you have some resistance then [the fifth wheel] is too tight.” A fifth wheel that is correctly connected and locked will not come loose, Puckett says, but that doesn’t mean the lock is immune to wear. Today’s kingpins are extremely robust, and can slowly weaken the interior of a fifth wheel lock over time. And Marsh advises not to forget the kingpin when checking a fifth wheel lock. A bent or worn kingpin will reduce the quality of a connection. Usage also can impact the rate at which a fifth wheel wears down. Service providers should ask their customers about their duty cycle when cleaning and maintaining a fifth wheel. A fifth wheel that is pushed to the brink in severe-duty applications might require additional maintenance inspections, the OEMs note. “Application is critical to the longevity of the fifth wheel,” says Nissen, adding

that it’s a good idea to notify a customer if they might benefit from spec’ing a different fifth wheel option. “We outline use in our literature: standard duty, moderate duty and severe

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duty,” he says. “These classifications outline what the vehicle is going to see, as to how much on road versus off road, and the type of loads as to weight that the fifth wheel will be exposed to.”

M a y 2 0 1 4 | T R U C K PA R T S & S E R V I C E

4/17/14 3:33 PM 4/23/14 9:34 AM



Stainless Steel Fender Hogebuilt announces the addition of a new stainless steel single axle fender. The new 430 bright annealed option compliments the existing premium 304 mirror finish single axle fender. The new 2706 mirror shine product is available with a 25.5 in. drop and an overall length of 80 in. This new product is available at all Peterbilt, Kenworth and Freightliner truck dealers as well as qualified independent distributors. Hogebuilt, Text INFO to 205-289-3544 or visit

LED Flood Light Buyers Products introduces a new LED flood light with adjustable stainless steel stud mount. The waterproof flood light, rated at IP67, features six clear LEDs that produce 1350 lumens. With a black, powder-coated, cast-aluminum housing and adjustable mount, the new flood lights are ideal for use in rugged applications, the company says. The rectangular flood light is 5.75-in. wide and 2-in. tall. Buyers Products, Text INFO to 205-289-3544 or visit

Expanded Reman Brake Shoe Line

Heavy-Duty Reciprocating Saw

Alliance Truck Parts has expanded its remanufactured brake shoe and kit product line to include new EG brake lining options rated for use on tandem axle tractor trailers up to 20,000 lbs. Alliance says when paired with Alliance brake drum ABP N42A1657VB, the new brake linings and existing Alliance brake drum surpass the dynamometer requirement of the FMVSS 121 brake standard at a 20,000-lb GAWR.

Milwaukee Tool expands its FUEL offering with the introduction of its most powerful 12V Reciprocating Saw. Delivering more run time, up to 70 percent faster cutting and six-times longer tool life, the M12 FUEL Hackzall recip saw has a compact, lightweight design for one-handed operation in tight spaces, and features reduced vibration for increased control and accuracy, the company says. Milwaukee says the new Hackzall also uses three Milwaukeeexclusive innovations: the Powerstate Brushless Motor, Red Lithium XC4.0 Battery Pack and Redlink Plus Intelligence Hardware and Software.

Alliance Truck Parts, Text INFO to 205-289-3544 or visit

Milwaukee, Text INFO to 205-289-3544 or visit

Retrofit Modulator Fan Drives Horton’s Modulator Fully Variable Retrofit Packages are designed to deliver optimized engine cooling and replace on/off fan drives for select heavy-duty line-haul and severe-duty vocational trucks where pneumatically actuated fan clutches over-cycle or do not provide optimum performance. The retrofit packages maxi-


T R U C K PA R T S & S E R V I C E |

mize engine power to the vehicle drive wheels and are engineered to offer faster cab warm-up, more efficient air conditioning and quieter operation. Two Modulator retrofit packages are available: The package for specific Cummins engine applications contains the Modulator RCV250 Fan Drive assembly,

May 2014

the retrofit installation kit with Horton’s Di controller and the WindMaster HS11 Fan; while retrofit packages for applications that do not require the controller use the vehicle’s ECM to control the Modulator. Horton, Text INFO to 205-289-3544 or visit


Surface Polishing Tool

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Walter Surface Technologies has added The Quick-Step Finisher, QuickStep Blendex and Quick-Step Flex products to the Walter QuickStep family. Featuring patented Velcro support – with a central pin to ensure proper placement and safety – Walter says the new products are designed as the industry standard for finishing ultra-clean stainless steel surfaces. Walter Surface Technologies, Text INFO to 205-289-3544 or visit

Espar North America has developed a new air heater that burns natural gas for trucks powered by the fuel. The Airtronic NG Commercial is designed for CNG and LNGfueled commercial vehicles in on-road and off-road operation and allows the engine and the heating to be supplied from one tank, the company says. Espar, Text INFO to 205-289-3544 or visit

New Medium-Duty Tires Toyo Tires has debuted three new tires, the M177, M170 and M920. Toyo says these premium products are designed to enhance the driving capabilities of medium-duty trucks. The M177 is a U.S. EPA SmartWay verified, premium low-rolling resistance steer tire designed for use in regional to long-haul applications. The M170 is a regional steer tire that is capable of being used in all wheel positions. The premium M920 drive traction tire is a ‘must have’ for trucks that require all-season capabilities to deliver loads in any weather condition, the company says. Toyo Tires, Text INFO to 205-289-3544 or visit


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Text INFO to 205-289-3544 or visit Untitled-9 1 W W W . T R U C K PA R T S A N D S E R V I C E . C O M

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This advertisers’ index is a service to readers. Although every effort is made to maintain accuracy, Truck Parts & Service cannot assume responsibility for errors or omissions.

HEAVYDUTY WHEEL ALIGNMENT CATALOG Bee Line has introduced a catalog highlighting its heavyduty wheel alignment equipment. This full-color brochure features the company’s LC7000 series laser guided computer alignment gauging system, the 22000 Rear Axle Aligner and the Smart Balancer II. Also highlighted are the company’s on-the-floor alignment configurations and its mobile alignment system, as well as various alignment accessories. Action photos show how each product is used and detailed information accompanies each photo.


Automann offers three reference catalogs: • Air Spring: 250 pages with more than 500 air springs, bellows charts and extensive cross references. • Steering: 408 pages with more than 1,200 detailed pictures, progressive size and OEM charts and an index with more than 6,000 cross references. • Suspension: 1,432 pages with more than 300 schematics across 47 makes, including 35 new models. More than 3,500 detaled pictures, dozens of charts and OEM and industry cross references.

MERITOR AFTERMARKET BRANDS PORTFOLIO FOR INDEPENDENT DISTRIBUTORS Meritor Aftermarket brands deliver a wide range of engineeringapproved component choices at every price point to meet the life-cycle stages of any vehicle. The Meritor Aftermarket portfolio offers your customers quality and value, as well as peace of mind that they have made the right replacement product decision to run their equipment and their business efficiently. From genuine Meritor and Meritor Wabco OEM replacement products to Meritor engineering-approved all-makes aftermarket products to fully remanufactured components and assemblies, Meritor Aftermarket has the most comprehensive family of aftermarket brands, products and pricing available for your customers.

Bee Line

Automann USA

Meritor, Inc.

Text INFO to 205-289-3544 or visit

Text INFO to 205-289-3544 or visit

Text INFO to 205-289-3544 or visit


Meritor® AfterMArket BrAnds Portfolio for indePendent distriButors

For the best-quality aFtermarket brands at every price point.

T R U C K PA R T S & S E R V I C E | M a y 2 0 1 4 Meritor_TPS1213_PG051.indd 1

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Text INFO to 205-289-3544 or visit

STOP AND GO NEVER STOPS YOU. Traffic is unreliable. You aren’t. You always find a way to deliver your best, no matter what. So do we. Shell Rotella T6 Full Synthetic engine oil is our best oil yet, with improved protection in extreme temperatures. It gives you the engine cleanliness and wear protection you’ve come to expect from Shell Rotella. And up to 1.6% in fuel economy savings.* In fact, we never settle for anything less than the best performance. Sound like someone you know? Learn more at ®



*Compared to iron wear in Shell Rimula® Super SAE 15W-40 (CJ-4)

Text INFO to 205-289-3544 or visit

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