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Metcalfe Farms Haulage set up its own independent workshop called

22nd January 2009
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Page 34, 22nd January 2009 — Metcalfe Farms Haulage set up its own independent workshop called
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Truck Technics after disappointing service from main dealers brought unwanted downtime and additional. costs.

Words / Images: Geoff Ashcroft In the 18 months that 1.eybum-based Truck Technics has been up and running, the fledgling commercial vehicle workshop business continues to attract new customers from across the north of England.

Part of that attraction comes from a competitive hourly rate, while the other comes, undoubtedbly, from the passion and professionalism that's visible in Truck Technics manager Ken Tyrala and his trio of technicians.

"We're aiming to be the best commercial vehicle workshop in North Yorkshire," declares 29-year-old Tyrala. who served 13 years at Scania's Thirsk depot before taking the plunge and going into partnership with Metcalfe Farms to establish Truck Technics at Washfold Farm, Leybum.

"I had been working as a mobile technician at weekends, and was called out to Washfold Farm to fit a lightbar to one of Metcalfe's trucks." he says. "Vehicle electrics is just one of my specialities. Discussions grew tentatively from that initial visit."

It was six months before the financial and physical foundations of a new workshop business were put into place. In June 2007, construction on a workshop with full-length inspection pit and integral brake roller test equipment got under way. The interim period saw Tyrala working from the back of his van at Washfold Farm and using an outdoor pit through the summer. until his new workshop was ready to go in January 2008.

-It might have been summer, but I got soaked far too many times," he says. "So, from carrying out 70% of our work in a mobile nature. the situation has reversed and we're now 70 per cent workshop-based."

Although the firm's three vans — a Vauxhall Vivaro, a medium-roof Transit and Ford Escort 55 — offer mobile backup to suit the severity of the call-out. "We carry the usual array of essentials between us. including welding equipment, generators and tools. but the Transit will be fully-kitted out because it's the biggest van we've got" he says.

Since its roller shutter doors opened,Truck Technics has gone from strength to strength, securing new business mainy by recommendation and word-of-mouth through surrounding operators.

Going that extra mile The firm has become an agent for Powerchips and has recently been approved for dual fuel conversions with GSPK Multifuel Technology (CM 30 October 2008), which combines diesel and LPG fuel management systems to offer a cost-saving potential of 12-14%.

It's a far cry from that first knee-jerk reaction of looking after the Metcalfe fleet, and it has surprised Tyrala.

"Being about 10 miles from the Al, we don't pick up passing trade," he says. "Although we don't charge a call-out fee or travel costs for local work, we've found it's a philosophy that pays dividends in work that comes hack into the workshop," he says. 'Customers know we try to help them as much as possible, and this seems to have attracted some loyalty in return:* "Its up to us to make sure customers don't go away disappointed," he declares. "And the way our business has been growing proves there's potential for a professional workshop outfit that can deliver on preventative maintenance, breakdown response, six-weekly inspections and good old-fashioned, honest customer care."

Tyrala reveals the business has barely had more than a couple of slack days since it started. And the result is a workshop floor that's not yet had its final top-coat of floor paint. "We managed to get one bay painted before we opened. but we've been unable to finish the workshop floor," he confesses.

Tyrala maintains that he won't shut his doors completely through holiday periods such as Christmas, and remains at the end of a mobile phone 24 hours a day, seven days a week. He understands the frustration caused by breakdowns and is always prepared to go that extra mile to exceed customer expectations. "We're only working a single shift at the moment," explains Tyrala. -but we do put long hours in to ensure customers get back on the road as quickly as possible. For those unlucky enough to suffer a breakdown, there's nothing worse than being stranded with the clock ticking."

Prevention is better than cure

As part of Tyrala's attention to detail, he has been actively encouraging preventative maintenance on Metcalfe's own fleet, which he is also anxious to pass on to customers, "We've been trying to catch things before they become troublesome," he says, "One of the drivers mentioned there was a sticking starter motor on a Volvo that had played up once or twice. That's been swapped before it finally lets the truck down at the side of the road."

Truck Technics" impressive workshop also boasts a dedicated office space and stores department, and there are plans to extend this with a mezzanine floor to increase parts stock on faster-moving items.

"Ironically, we're now one of Scania's biggest frontdesk customer for spare parts — and it's also handy that Metcalfe buys Scanias for its fleet," he says. -So the business relationship is one that suits both sides."

Tyrala isn't specialising in any particular truck make, but he has invested in advanced vehicle diagnostic equipment from Texa, which can be used to interrogate fault codes on most trucks, vans, 4x4s and cars. "The amount of Volvos and Scanias on the road means that these are the trucks we see the most," he says. "We're not just people who swap parts, we're technicians, and can offer the same services and expertise as main dealers."

Doing this requires investment. And having spent around £1811000 on establishing the workshop and fitting it out with specialist equipment, he knows that the business needs to keep 'walking' to recoup some of its start-up costs before it attempts to run.

"We're also an agent for Customer Protect warranty packages, too," he says. "We can check and evaluate a truck, then offer a suitable warranty package with a maintenance plan, to give customers more peace of mind."

Tyrala has also just had installed the latest garage software program called Accelerator, to provide an instant, electronic service history and maintenance schedule for all his customers' vehicles.

"Moving over to the dedicated workshop software means we can track and trace defect rectification, schedule vehicle and brake tests and tachograph checks," he explains. "I had been using spreadsheets and an intensive paper trail to keep tabs on every vehicle we maintain. But as we grow, so too must our systems and management. Nothing is left to chance."

Truck Technics currently has around 30 key customers, but the largest is currently Metcalfe's own fleet.

It's a specialist heavy haulage operation, although two tippers carry out local work.

"We're not just restricted to running throughout the UK and Europe, but we're also hauling worldwide, carrying all manner of loads normal and abnormal,explains business partner Brian Metcalfe.

Reliability is crucial

Annual distances are about 100,000km, and the fleet is a mix of 6x2, 6x4 and an 8x4. Trailers are a mixture of step frames and low-loaders the latter including three and four axles, extending frames, and are coupled with a single-axle dolly, which allows the firm to stretch into Cat 3 territory with 4+4 and 3+1+4 combinations.

There's also a pair of heavy 8x4 tractors on order the firm is looking to specialise by increasing its carrying capacity and payloads.

"When the Truck Technics business started, our fleet had about 10-12 trucks and the initial plan was to grow the workshop operation to attract the lion's share of the business from outside the home fleet," says Metcalfe.

The recent growth of the Metcalfe Farms Haulage fleet has been implemented through buying nearly-new trucks and keeping focused on regular maintenance, instead of buying new and using dealer-back R&M contracts.

"It's our preference and is a more affordable way to grow a business without excessive overheads hut running costs can sometimes be higher, which dictates that you follow a stringent preventative maintenance plan," he says. 'And with 29 trucks and 32 trailers, we're currently Truck Technics' biggest customer."

Although being a large fleet operator and owning a share in the workshop business doesn't guarantee preferential rates or treatment, as Metcalfe explains.

"We have to book our vehicles in along with everyone else when we need an inspection," he says. "But at least we have much more control over our maintenance and inspections, simply by having the workshop on-site at our own yard."

Preventative maintenance is much more regular, service history is much more closely scrutinised and Tyrala's diligence has so far proved to be nothing hut a benefit to the business.

"We've had fewer operational breakdowns, and many more first-time pass rates on brake tests and annual vehicle tests since Truck Technics took over the maintenance of our fleet," reveals Metcalfe.

"It used to be a 20-30 mile round trip, which was time consuming too, particularly if vehicles needed additional work or failed a brake test, for example," he says.

While fuel economy remains a particularly hot topic for the Metcalfe fleet, the varied payloads and routes means reliability is also a significant focus for the haulage business.

"With carefully planned routes, escort vehicles and police notifications, having equipment that proves to be unreliable or poorly maintained is an absolute nonstarter for us," Metcalfe explains. "When customers loads are on the move, they need to know that we can guarantee safe, on-time delivery."

"And for that reason alone, having a finger in the maintenance pie has become an essential part of our operation," concludes Metcalfe. •


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