Virtual Technician reduces downtime, improves diagnostics in its first year

After approximately one year in service, the Daimler Trucks North America (DTNA) Virtual Technician reporting system has helped customers such as Meijer reduce downtime and improve productivity.

Virtual Technician offers real-time vehicle system insights through remote telematic diagnostics. The program formulates insights based on engine diagnostic codes from sensors and components that are then packaged and analyzed. Based on these insights, the program initiates a series of reporting and remedial actions.

The system reduces unscheduled downtime by remotely diagnosing and accurately determining the failure and repair procedure required. This provides shops with advance knowledge of parts required and service technician skill needed before the vehicle's arrival. Fleets are provided a choice of service facilities within range of the vehicle to schedule service procedures.

“With Virtual Technician, we have determined that more than 93% of the issues identified by indicator lights are easily correctable and can wait until the best time for the customer to be addressed,” said David Hames, general manager, marketing and strategy for DTNA.

Grand Rapids MI-based Meijer, which operates 195 supercenters throughout the Midwest, runs 75 EPA 2010 Freightliner Cascadia trucks equipped with Detroit Diesel DD13 engines featuring the Virtual Technician system.

“Meijer has been operating Freightliner Cascadias equipped with Virtual Technician in a pilot program for more than a year,” said Dave Hoover, director of logistics for the Midwest Supercenter chain. “Virtual Technician increases productivity by reducing equipment downtime in a way we never thought possible before. This pilot program has proven to be extremely valuable to us and the “virtual technician” is now a standard spec for Meijer going forward.”

Virtual Technician is available to order for Freightliner trucks and will soon be available to order for Western Star trucks. Visit for more information.

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