Welcome to our 2022 Customer Service newsletter.  This year we will focus on multiple teams in each newsletter throughout the year.  We hope you enjoy learning more about Customer Service and find the other information included helpful. 

Please note that VSG will be closed on Monday, September 5^th, for Labor Day.

Light Duty Technical Support Team

Light Duty Technical Support

• Responsible for assisting with technical lift issues via calls and email
• Resource for equipment & parts order status
• Assists with part lookup inquiries
• Warranty Management
• Methods to contact Light Duty Technical Support: 800.445.5438 option # 4 or technicalsupport@vsgdover.com

Current Team Members: Customer Service Supervisor: Yancy York, Team Lead: Cody Turner, Technical Support: Cory Hoagland, Tyler Carson, Jason Tucker, Calyb Bentley, Sean Cleary, Alex Curran, Cory Burch, Brian Amick

Important Training Dates:

Quarterly Service Meeting via Teams is scheduled for Friday, September 16^th at 8:00 am EST.

Common Questions for Light Duty:

How do I adjust 2 post cables so my locks hit at the same time? Please refer to the video links below:

https://rotarylift.com/videos/90-know-how-two-post-cable-adjustment/

What type of fluid do I use in my lift? Answer:

ISO/AW32 or equivalent except for the YA12 and RLP/FS77, where ATF Dextron III is preferred.

Do I need an Asymmetric lift, or a symmetric lift, and what’s the difference?

Here is a video to help explain that:

https://rotarylift.com/videos/asymmetric-vs-symmetric/

Boomer’s Background – A History

Once you have access, you can connect to Lunati Garage via Web Browser or Mobile Apps: Web Access: https://lunatigarage.vsgdover.com/

If you have any questions, please contact Lunatigarage@vsgdover.com

Thank You

We hope you enjoyed meeting the Customer Service teams.

Thank you for your business and partnership!

Tammy Harmon
Director of Customer Service

https://vsgdover.com/backup/social-media/

Welcome to our 2022 Customer Service newsletter.  This year we will focus on multiple teams in each newsletter.  We hope you enjoy learning more about Customer Service and find the other information included helpful.

Please note that VSG will be closed on Monday, July 4th for Independence day.

Heavy Duty Technical Product Support Team

Heavy Duty Technical Support

• Responsible for assisting with technical lift issues via calls and email
• Resource for equipment & parts order status
• Assists with part lookup inquiries
• Warranty Management
• Methods to contact Heavy Duty Technical Support: 800.445.5438 option # 5 or HDtechnicalsupport@vsgdover.com

Team Members: Customer Service Supervisor: Paul Lee (Center), Product Technical Specialists: Shawn Wehner (Left) & Cameron Rampy (Right)

Employee Spotlight

Cameron has worked with VSG since November 15th of 2021.  Prior to VSG, Cameron worked in customer service at CVS & Game Stop in Madison.  Cameron is also a volunteer fire fighter at Walnut Street Fire Department.

Hire Date: November 15th, 2021

Important Dates for HD Tech Support:

HD RAI Training Schedule:

September 12th – 14th

October 10th-12th

Chief Technical Support Team

This is the team to call for technical support of all things Chief.  From Live Mapping to frame racks and specialty holding, to welding and riveting, we ensure your Chief equipment is backed up with the best technical support in the industry. Visit us at www.chieftechnology.com.

Team Members (l-r):  Supervisor: Darrell Liter, Technical Specialist: Bryan Brown, Intl. Technical Consultant: Joey Kramer, and Technical Specialists Michael Chatham and John Bliton

Chief Collision Technology Technical Support

• Support for Chief Live Mapping systems
• Troubleshooting and repair of all Chief measuring systems and Genesis software
• Genesis software & vehicle specifications updates
• Assistance with measuring problems and systems operational guidance
• Diagnosis of laser scanners and order entry for laser exchanges and repairs
• Support and troubleshooting of Chief frame racks
• Support, troubleshooting and bench repairs of Chief welding and riveting equipment
• Assistance with technical documentation, parts guidance and repair methodology
• Distributor training and support
• Warranty support of all Chief equipment

Contacting Chief Technical Support

• Email to techsupport@chiefautomotive.com
• Remote computer access (for Measuring Systems) at chiefhelp.com
• Phone (800) 445-9262 Option #3

Web  www.chieftechnology.com  or Lunati Garage at www.lunatigarage.vsgdover.com

Employee Spotlight

Bryan Brown, Technical Specialist & Welder Repair Master Technician

Bryan began his career with VSG as an Industrial Maintenance Technician.  In mid-2009, he accepted a technical support position with Chief Automotive Technologies and in 2011 expanded his role with Chief as the Welder Repair Master Technician, repairing customer equipment as well as aiding with new product welder evaluations for the Engineering department.

Prior to his career with VSG, Bryan served in the United States Navy and then became an aircraft mechanic for Continental Express Airlines for five years.  Bryan’s exceptional knowledge of Chief’s welding products makes him the go-to expert, sought out by customers, partners and even his own team members.  Bryan not only provides support and service on all of Chief’s extensive product line, but also provides his background and knowledge to our Engineering and Sales departments on new fusion product evaluations.

Hire Date: July 2006

Hobbies: Hunting, fishing and spending time with my wife and three sons.

My Life: My life revolves around my family.  Time with my wife and three sons is most important to me but I set my clock by the various hunting and fishing seasons each year, providing food for my family, and appreciating the outdoors.

Need a Chief product manual? Many of them are readily available on the Chief Technology page.  Point your browser to chieftechnology.com, hover over Training & Support and select Manuals for a wide variety of Chief product User and Parts Manuals.  For those who prefer, you may reach the same information via Lunati Garage mobile app or web page at https://lunatigarage.vsgdover.com/ (a login is required).  Follow the Training Support link to Manuals.  Both sites also offer a training video library. You will also find a link to our I-Car approved, ASE Certified, Collision Theory training courses offered through Chief University.  Expand your knowledge and increase your profits!

Chief Technical Support is available Monday thru Friday, 8:00AM to 5:00PM Eastern. Off-hour appointments for specific support tasks can be scheduled with Technical Support via phone or email.  See contact info above.

Wheel Service Technical Team

Wheel Service recently held an “on campus” training at the end of March.  This was the first in-person training in over TWO years due to the global pandemic and the attendance was G-R-E-A-T.  Our service network partners were very excited to come to our Madison, Indiana campus and get their hands on all of the new wheel service products as well as train on the installation and service of our equipment.

Pictured below, the class is learning how to perform a calibration on both our CCD alignment system and our state-of-the-art 3D alignment system. As an added bonus, all attendees were able to take a tour of our new paint line system.

If you are interested in wheel service training, please check out available dates and times on Lunati Garage in the Rotary University section.

Wheel Service “Did you know” Tip:

Rotary has now been selling wheel service equipment for 6 years.  We have started to have more inquiries from our service provider network on how to order updated vehicle specifications for our alignment machines.  There are two different ways to order specifications for your customers.  Both ways will result in your need to download and install new vehicle specifications (DataBase) and token (license) on the target computer.

The first method to order an updated vehicle database is to send in a purchase order with the part number STDA110U to our orders@vsgdover.com team.  Your purchase order MUST have the alignment machine’s serial number or smartcard number on it.  This method is for one to two types of orders and the discount is  25% off the list price.  The Rotary order team will process your order, update it, and then activate the license associated with the serial number/smartcard number you provided on your purchase order.  Once we complete this process, we will reply to the email that the purchase order was sent in on, letting you know that the new token (license) and Database is ready to download and install on the alignment machine.

The second option to order vehicle specifications is to order licenses in multiples of (5) five.  When you send in a purchase order for any multiple of (5) five you MUST include a valid email address. Our orders team will enter an order in the quantity you specify on your purchase order, and then you will receive a user name and password along with a web link to a website that you manage your tokens (license) and activate as needed. The discount is 50% off the list price.

*Please allow up to 5-7 days to receive your user name and password.

Thank You

We hope you enjoyed meeting the Customer Service teams.

Thank you for your business and partnership!

Tammy Harmon
Director of Customer Service

https://vsgdover.com/backup/social-media/

Welcome to our 2022 Customer Service newsletter.  This year we will focus on multiple teams in each newsletter throughout the year.  We hope you enjoy learning more about Customer Service and find the other information included helpful.

Please note that VSG will be closed on Friday, April 15^th for Good Friday and Monday, May 30^th for Memorial Day.

Order Entry Team

This is the team that handles all your ordering needs.  From how to place an order, to maintaining an order, or what is the status of an order. This group ensures you receive the product you need.

• Receives purchase orders, verifies pricing, & enters orders
  • Orders received via email (cases on Salesforce), processors, fax, and phone in
  • Processed over 74,000 orders in 2021
• Maintains orders per customer or production change requests
• Resource for equipment & parts inquiries
• Methods to place an order:
  • On Rotary Distributor Web (RDW)
  • Emailed to orders@vsgdover.com
  • Faxed to 800.822.6502
  • Parts orders can be called into 800.445.5438

Current Team Members: Customer Service Supervisor: Josh Patterson, Product Technical Specialist: Donnie Bruther, International Sales Specialist: Chelsea Burch, and Order Management Coordinators: Kelly Moore, Allison Bergey, and Arvina Atchison

Employee Spotlight

Arvina Atchison, Order Management Coordinator

Arvina has worked with VSG since April of 2021 and joined full-time in November of 2021. She works out of our Warn facility near Portland, Oregon. This gives our department some West Coast support after normal business hours. Prior to VSG, Arvina worked for U-Haul Corporate in Phoenix, AZ as a Web Team Counselor in Customer Service for 12 ½ years.

 Hire Date: November 2021

Hobbies: Community service volunteering, DIY projects, collecting snowmen figures, and baking goodies with my grandchildren.

My Life: I was raised mostly in Washington state. Needing a change, I moved to Phoenix, AZ in 2002 with my two children (Orlando and Yazzmine). I raised my family and enjoyed fun in the sun. I moved back home to Oregon in January 2021 to be closer to my mother. Now, both of my children and their families live here as well. Outside of work, I volunteer in my community doing fundraisers and holiday events for those in need. I also enjoy spending time with my 6 grandchildren, baking, and going on outings to create memories and fun adventures.

Favorite Sports Teams: Seattle Seahawks, Portland Trail Blazers, and Arizona Diamondbacks

Milestone Anniversaries

Josh Patterson, Order Management Supervisor: 5-Year Anniversary 

Josh started in Rotary Technical Support and prior to VSG, worked 4 years in a similar position at Cummins Inc., in Columbus, Indiana.  In September of 2020, Josh was promoted to Order Management Supervisor, and just recently joined the Inside Sales team with the Orders team.

On March 13, Josh celebrated his 5-year Anniversary at VSG.

Hire Date: March 2017

Hobbies: Recreational league tennis, attending live music events, and traveling with my family

My Life: I was raised and still live in Seymour, IN which is about a 45-minute commute to VSG. I enjoy and have always been involved in customer service positions. Outside of work, I spend as much time as possible with my wife (Monika) and two sons (Collin and Mason). Right now, our lives are pretty consumed with the boys’ extracurricular activities which include band, Cub Scouts, and every sports league under the sun.

Favorite Sports Teams: Indiana Hoosiers, St. Louis Cardinals, Indiana Pacers, and Indianapolis Colts

ServAll Team

This is the team that works with you regarding completing work for our mutual customers who are our national accounts and part of the ServAll program. We dispatch service and inspection requests, handle the quotes for the additional work that is required on-site, ship you lifts for installation, and process your invoices for payment.

• Responsible for managing the service and installations for our National Accounts.
  • Invoicing – calculate invoices from our Service Network to prepare for the debiting & crediting process.
  • Quoting – process quotes for all accounts.
  • Dispatching – responsible for receiving and sending out work orders to the field.
    • In 2021 we processed 11,331 tickets for service, inspection and/or installation
  • Corporate Communication – manage the flow of work occurring at the store levels by our service providers and communicating with those at the national account corporate office, to minimize each bays downtime.
  • Methods to contact ServAll: 800-943-5438 or servall@vsgdover.com

Current Team Members: Customer Service Supervisor:  Trinady Abbott, ServAll Administrative Assistant: Sharon Michael, ServAll Product Consultants: Cheryl Taylor, Sara Mahoney, Emma Estes, Santana Knotts, Briana Siracuse, and Carson Hambrick

Employee Spotlight

Briana Siracuse, ServAll Product Consultant

Briana is fairly new to Rotary Lift, as she joined the Servall team in late January. Currently, Briana is learning about each of the accounts and all the various tasks within the department. She will continue to learn and broaden her knowledge in the coming months. So, if you haven’t worked with Briana yet, you likely will in the near future!

Hire Date: January 24, 2022

Hobbies: I love to bake but can’t cook to save my life! I like to make cookies, cakes, and cupcakes but if it’s something savory—count me out. I could probably burn boiled water! Other than that, I enjoy photography, following inclement weather, astrology, hoarding makeup, and listening to true crime podcasts. When I’m actually at home and have time to relax, I like to just hang out with my husband, my son, and my cats.

My Life: Madison is and always will be my home! I was born and raised here and no matter how many times I move away, I keep coming back! I graduated from MCHS in 2004 and went to Ivy Tech for business/ marketing—which is still in progress almost 20 years later!  I have an amazing 14-year-old son named Boston that goes to Southwestern and plays drums in the marching band. This June my husband Michael and I will be celebrating 10 years of wedded bliss!

Milestone Anniversaries

Trinady Abbott, Customer Service Supervisor – 15 Year Anniversary

Trinady began her career in ServAll where she has been the lead contact for multiple accounts over the years. She went from ServAll Product Consultant to Senior Product Consultant then to Supervisor in 2013. During this time, the team has grown and processes for our accounts have changed but serving our national accounts and working with our service providers has remained constant and the most enjoyable piece of being a part of the VSG team.

Trinady celebrated her 15-year Anniversary at VSG on January 22nd.

Hire Date: January 2007

Hobbies: Anything sports related, including chasing our kiddos from one sport to another, spending time with family, walking Harper our Great Dane, visiting breweries & wineries with friends. 

My Life: I have resided most of my life in Madison, though spent a lot of time in Cincinnati, where a large portion of my family resides. I graduated from Hanover College in 2006 with my Bachelor of Arts degree in Communication. My fiancé Fred and I have three children together (Camden 24, Jeter 14, & Jadelyn 14) plus our many four-legged babies.

 Cheryl Taylor, ServAll Product Consultant – 5 Year Anniversary

Cheryl Taylor was hired as a full-time ServAll employee in March 2017; however, she had been in ServAll 18 months prior as a temp. She is the point person for Monro Muffler, checks the inspections received, as well as calculates invoices for most accounts.

Cheryl will celebrate her 5-year Anniversary at VSG on March 20^th. 

Hire Date: March 2017

Hobbies: I enjoy old movies, outside activities, and traveling in the US.

My Life: I live in Jefferson Co., married to my husband Dave for 43 years, have three children – Merilee, Melody, and David, and 12 grandchildren to enjoy and spoil!

Light Duty Technical Product Support Team

They are a knowledgeable group of individuals who can help with anything related to lifts. From how to troubleshoot issues during install, to providing technical information about all of our lifting products. If you are looking for an expert, then this is who you call. They rise to the occasion, so your lifts rise to everyone else’s.

Light Duty Technical Support

• Responsible for assisting with technical lift issues via calls and emails
  • Handled 103,319 calls in 2021
•  Resource for equipment & parts order status
•  Assists with part lookup inquiries
• Warranty Management

• Methods to contact Light Duty Technical Support: 800.445.5438 or technicalsupport@vsgdover.com

Current Team Members: Customer Service Supervisor:  Yancy York, Team Lead: Cody Turner, Technical Product Consultants: Calyb Bentley, Cory Burch, Tyler Carson, Sean Cleary, Alex Curran, Cory Hoagland, Sidney Thevenow, and Jason Tucker 

Employee Spotlight

Alex Curran, Technical Product Consultant

Hire date: Dec 6, 2021.

Hobbies: Playing golf, as well as spending time with my wife Lauren and daughter Saylor

My life: I am a graduate of Switzerland County High School and have previously worked in Customer Service before beginning my career with VSG.

Cody Turner, Team Lead Technical Product Consultant

Congratulations to Cody Turner, who was the Top Call Taker Again for 2021 for Technical Support.

Thank you, Cody!

Madison, Ind., October 26, 2020 – Vehicle Service Group^SM is announcing a $7 million expansion to its Madison, IN operation. The makeover will include a new paint line, improved manufacturing flow and greatly increased manufacturing capacity.

Founded in 1925, VSG began manufacturing in Madison nearly 70 years ago, building all its Rotary Lift product under one roof. Since then, many additions, builds and layout changes have occurred to support the company’s growth – most notably the construction of the East Plant in the 1980s. Now, to further enable global growth in its five core business segments, the original factory will receive a total state of the art makeover.

“At a time when many related industries are contracting or looking for ways to outsource their products, we are excited to be planning for increased and enhanced manufacturing in our own facility,“ said Lee Sneed, vice president of global operations for VSG. “Simply put, to better care for our employees and  keep pace with our planned growth, we must act to ensure we have the necessary processes and capacity in place to meet our future needs.”

The plans for expanding VSG’s West Plant coincide with the company’s commitment to provide enhanced safety for its workforce, improved efficiency in its operation, a more environmentally friendly footprint for the Jefferson County community and an overall better product experience for its customers. At the same time, increased capacity will also support the long-term growth trajectory of the business.

“Designing and manufacturing a quality product is just the first step in our journey,” noted Ian Wendler, vice president and general manager for VSG – the Americas. “Delivering quality products and exceeding our customer’s expectations is at the fore front of our DNA”.  With our 100 year anniversary right around the corner, our upgraded facility and processes will allow us to better deliver and meet the growing demands of our customers in this transformative time and for many years to come.”

Planning for the project is ongoing with groundbreaking to occur in the coming weeks. During construction, there will be no interruption to current production with completion and switchover anticipated in late 2021.

About Vehicle Service Group:

As an operating company of the Dover® Corporation, Vehicle Service Group^SM (VSG) offers the world’s premier brands in vehicle lifting, wheel service, collision repair and aftermarket OEM equipment. With over 90 years of experience, we design, test, manufacture, sell, and support our products with one thing in mind…our customer.