Process
When do you contact a Prevost CSM?
Always send note to CSM in case
Only call if tech assistance is needed/need assistance for breakdown/GOP
How many Prevost dealership locations are across the US and Canada?
14
From the front
How many times do you attempt to call a CSM for technical assistance before moving down the list?
Twice
Who is the primary CSM contact on the weekends?
Jason
Who does the initial note go to in a Prevost Case?
Customer and Primary CSM or all CSMs contacted
What was the first coach made out of?
Wood
What type of coach may have a spare tire in the front bumper compartment?
Passenger
What can you utilize the Prevost Car website for?
Locate dealers
Download available literature
Look up warranty information
How do you contact a Prevost Dealership afterhours?
Use the contacts provided on the excel spreadsheet on teams
When is GOP needed for a Prevost breakdown?
Over 5 years (under 5 years, verify with CSM)
What is the birthplace of Prevost (current headquarters location)?
Sainte Claire, Quebec
What should we advise a vendor going out for a jumpstart to do prior to starting work on the bus?
Take a picture
What year or newer coach can we pull codes in vehicle inquiry for?
2017
caller says they've spoke with CSM not on weekend list, who do you contact
Use weekend list only
What is the vendor hierarchy for Prevost?
CSM Vendor
Prevost Dealer
Prevost Dealer Suggested Vendor
PVN
Prevost_Pref
Uptime Preferred
NTTS
What are the Prevost models currently offered?
H3-45, X3-45, 9700
If a customer has belt issues, what should we ask customer before sending out vendor?
if they have a spare set of belts, all coaches come from the factory with a spare set
When contacting a CSM, what information needs to be provided before connecting the caller?
Caller's Info
Case number/ verifying initial note was sent
Asking if we need to stay on the line
Use the Prevost Excel File for Parts emergency section and call the contact number that is the closest to the location of the customer.
After how long with no vendor found on a Prevost breakdown case do we call the CSM for direction?
2 hours
What year did Prevost start?
1924
What do you need to use the on-board charger on most 2013 or newer coaches?
extension cord
What is the difference between a conversion coach and a seated coach?
seated - has seats, passenger bus
conversion - motorhome, tour bus, etc.
How long do you wait between calls to afterhours contacts if there are no passengers on the bus?
15 minutes