Keeping your buses up and running is key to reducing costs and improving overall fleet management. At Thomas Built Buses, our customer service program is a multi-function tool that provides you with ample flexibility to keep your buses in top condition. Whether you need repairs, parts, training or advice, our facilities and service are easily accessible. We’re totally committed to taking care of you.
Dealer Service Center
With nearly 250 dealer/service locations throughout the U.S. and Canada, we stand ready to tackle any bus service request you may have. Find the service center closest to you.
At Thomas, our culture of continuous improvement is a cornerstone of our success. That’s why our Platinum Support program is designed to create the ultimate customer service experience. Platinum Support is a collaborative effort between Thomas Built Buses, Daimler Truck North America Aftermarket and its dealer network, focused on improving the customer experience and uptime.
It begins with a rigorous dealer training program that focuses on best practices for rapid diagnosis, responsive turnaround and clear, consistent communication. The training ensures that customers receive best-in-class service and repairs.
This reduces downtime and lowers vehicle lifecycle costs for each customer.
When your dealership is Platinum Support certified, you can be sure your servicing dealer is fully committed to providing a level of service that far exceeds industry standards.
If you choose to do your own bus repairs, Thomas Built offers extensive online resources on the Thomas Bus and DTNAConnect extranets. The extranets give you access to parts ordering, warranty and service procedures, so you can fix the problem at your own location rather than paying for service.
Customer Assistance Center
When you have a bus service question, simply contact the Thomas Built Customer Assistance Center. Our dedicated bus technicians and engineers will help you solve the problem, directing you to the information you need, connecting you with a dealer who is an expert in state-specific requirements, or walking you step-by-step through the process. We’re here to help, so feel free to contact us.
Thomas Build training programs help technicians to get buses back on the road faster.
Thomas Bus Institute
This Thomas tradition began as a traveling bus, instructing 10 students at a time. Today, it has grown into a weeklong curriculum held twice a year for customer technicians throughout North America. Our training certification courses give participating technicians extensive, hands-on training and 28 credit hours of continuing education in less than a week. And your technicians will return to your shop with knowledge and skills that can greatly increase vehicle uptime for your fleet.
At Thomas Built, we even have an efficient system for spreading the latest knowledge throughout our service network. We simply train the trainers. That is, service trainers at our dealerships receive factory training each year, so they can educate their team, expanding the knowledge individual technicians pursue on their own.
Thomas Elite Certification
Every Thomas Built dealer service center has technicians officially certified through the Thomas Elite Certification (TEC) program. The program has three distinct levels, which enable dealerships to utilize service personnel efficiently, some focusing on basic repairs and others handling the most sophisticated systems. Ultimately, you’ll have peace of mind, knowing that your buses will be serviced by trained experts when needed. And you can get your buses back on the road as soon as possible.
Owner’s and Maintenance Manuals
Keeping Thomas Built Buses’ commitment to nonstop service and support means our up-to-the-minute technical information is available 24/7.
Find more information in the following manuals: