The trucking sector in Mexico faces a challenging market where there is demand for the movement of goods, but this takes place in an environment with tariffs pressured by users, in addition to the complexity imposed by the economic scenario in Mexico and the geopolitical context.
Faced with this reality, two years ago International embarked on a service-oriented approach, creating a comprehensive ecosystem aimed at improving the customer experience and supporting the brand promise: “returning units in hours, not days,” Rafael Alvarenga, President of Latin American Operations at International, stated in an interview with T21.
From the executive’s perspective, the after-sales and service strategy is consolidated as one of the key pillars in International’s current performance in Latin America.
It is precisely in this area that Elite Service Team is integrated, contributing to the specialized technical training component, linked to the digitization of diagnostic and operational processes in workshops. This approach allows for a significant reduction in repair and maintenance times.
In Alvarenga’s view, the combination of highly trained technicians and advanced digital systems enables faster access to vehicle information, streamlining repairs and reducing downtime. The result is a direct impact on customer perception , with clients recognizing International as a reliable partner for business continuity.
The Elite Service Team competition brought together seven teams who showcased their technical skills and knowledge of service strategies. Five teams represented dealerships in Mexico, along with one from Colombia and one from Honduras.
“What we see here today is a reflection of this evolution. Latin America is demonstrating a clear ability to operate with increasingly higher standards, aligned with our global priorities, and for that I want to congratulate everyone,” highlighted Fabio Souza, Vice President of Service Solutions at International.
A customer’s experience is defined by many touchpoints, and one of the most important is the workshop. This is one of the approaches International seeks to differentiate itself and use to achieve a better experience in the market.
“That’s why, as a brand, we’ve made the decision to create the Elite Service Team strategy and strengthen our support for each of you. With this project, we’re investing in continuous training to strengthen the brand’s global capabilities. Workshop processes that guarantee consistency and efficiency day after day. Infrastructure and tools that allow us to do our job better every day,” Rafael Alvarenga emphasized.
Regarding the Elite Service Team competition , the results were as follows:
- 1st place: Cajasa Power Train .
- 2nd place: The Unstoppables of Navitrans Colombia.
- 3rd place: AMSA Southeast Shadow Team.
The other participating teams were:
- International JACFIX from Cajasa.
- AMSA Oriente Power Mechanis .
- Elite Technicians of Sierra Norte CDMX.
- The Xatruch of Cemcol of Honduras.
One aspect that Alvarenga highlighted is that the dealer network has created excellent working conditions. “Together with the network, we have worked to provide increasingly better working conditions, optimized bays, 5S standards (sort, set in order, shine, standardize, and discipline), restrooms, cafeterias, and all the infrastructure needed for them to do their jobs in the best possible way,” he added.
Additionally , Camiones de Durango (Cadusa) was awarded for “Innovation” .
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