Sponsored by Coach-Net
A Certified RV Technician Can Make The Difference Between RV Adventure Or Disaster
Any savvy RVer knows a must-have lifeline is a reliable roadside assistance plan. Coach-Net has been specializing in RV roadside assistance for 35 years, and one feature that makes them unique is all of their roadside assistance plans come with 24/7 technical assistance from a certified RV technician.
Who ya gonna call?
If you’re needing to get rid of a giant marshmallow man the size of the Empire State Building, you’d probably want to call Ghostbusters. But if you’re having trouble with your RV, there’s a good chance you might want to call Coach-Net. When you have a problem, you want to turn to the experts.
David Ostlund, the President of Coach-Net, told us that they’re considered experts in the industry.
“We have our own in-house technicians certified by the RV Technical Institute. It’s due to their extensive training and experience that we can call ourselves RV experts.”
He explained that all of their RV technicians combined have over 169 years of RV experience. Some have strictly learned how to navigate issues and assist customers solely over the phone, so they are especially equipped to help without being able to see the RV. But they also have several RV technicians who were actually wrench-turners for years before they joined the Coach-Net family.
“We have a really diverse team of techs, but they all have one thing in common: they know their stuff.”David Ostlund – President of Coach-Net
One of the unique benefits of having their own in-house technicians is their ability to utilize the special skills and knowledge of their RV certified technicians when training their dispatch agents. RVs are so unique and complex that even a brand new agent needs to have special knowledge and training on RVs in order to properly assist members. So, Coach-Net has created a system that integrates the knowledge of their RV technicians throughout each level of agent training.
Taking the RV technician to the next level
Coach-Net agents go through multiple levels of training with the long-term opportunity of working their way up to become a Coach-Net technician. There are three different levels of training, with each one taking about a month to master before advancing to the next level.
Their agents begin with RV Basic, which is essentially a general introduction to RVs and how to handle basic roadside assistance services. After they’ve learned the different types of RVs from pop-ups to fifth wheels to varying types of motorized units, along with all of their unique needs, agents get promoted to Level 2 – House Specialist training. And finally, they round out their RV training with Level 3 – Chassis Specialist Training.
At the completion of each level, agents must take a comprehensive test, and then a month later before advancing to the next level of training, they must pass a retention test confirming they have learned and mastered that level of training.
The hands-on approach
Coach-Net’s Director of Technical Services, Lacey Pintado, is heavily involved in the training and development of educational materials for the agents. In fact, she is so hands-on that she and the rest of the tech team hand-built a special “Tech Training Table.” It’s a special table comprised of numerous RV components that are all in working order. From the lights on the switchboards to the plumbing system, everything actually works. Even better, they installed a clear plexiglass window allowing the agents to see exactly what is happening inside the unit when flushing the tanks.
Lacey says, “Being able to touch and see firsthand how numerous RV components function is one of the greatest learning tools an agent can have.” And it’s because of their incredible in-house RVTI certified technicians that Coach-Net agents have such opportunities. David added, “A lot of our members easily see our Coach-Net technicians as the most defining feature of our entire program.”
An RV technician is always learning
Coach-Net says that their 24/7 technical assistance is by far their most popular service. Coach-Net members have 24/7 access to RVTI Certified RV technicians, allowing them to call and ask questions, troubleshoot, and identify issues with their RVs. Lacey says her team of techs are “great for walking members through simple tasks and can be a true lifeline when a member is experiencing a serious issue, or just an issue that is seriously frustrating.”
Everyone at Coach-Net RVs, so agents and their techs have experienced firsthand the unique frustrations people regularly encounter when RVing. “We completely understand the frustration many of our members are experiencing when they call us because we’ve all been there. But that allows us to have greater compassion for the member which we believe allows us to better serve the member.” But their training isn’t limited to their RVTI training. Coach-Net agents and technicians are also trained by the actual RV manufacturers themselves.
First-hand knowledge and training
Coach-Net technicians annually visit RV manufacturer and component manufacturer facilities so that they can train directly with the people who make the products.
David says, “We are incredibly proud of our relationships with our manufacturer partners. Our team regularly trains with Spartan to learn and simply get refresher trainings on all of the intricacies with Spartan chassis. Lippert is another amazing supporter of our efforts to help RVers and contribute to the industry.”
Lippert makes sure everyone at Coach-Net is always up-to-date with their latest advancements and fully trained on their tips and tricks to troubleshoot components and properly identify issues that need repair.
“They [Lippert] help us so that we can in turn help their customers. Our team is available 24/7, nights, weekends, and holidays. Our members have peace of mind knowing that no matter where they travel, they always have a technician in their pocket. Even when most companies are closed, we’re always just a phone call away. Our specialized training with the manufacturers allows us to serve almost as an extension of them.
Our partners can have peace of mind that their customers will receive the exact same support they would if they had called them. Spartan is another great example of that. Lacey has gone through so many Spartan trainings over the years that she could probably teach the class.”
An RV technician in your pocket
Coach-Net’s dedication to learning has proven to be the key to helping their members. When their members experience troubles with their RVs, instead of automatically taking their units into service, their first call is to Coach-Net.
“We’re RVers so we completely understand the predicament when you’re out camping and suddenly something stops working and you’re thinking you might have to cut your trip short and take the RV in for service. But there’s a lot that can be fixed over the phone. You don’t always have to go in to see a technician because with Coach-Net you basically travel everywhere with a technician in your pocket.”
It seems their members have that exact same perspective. Coach-Net member, Mr. Lee H. said, “Terry Ingle helped me 1000 times more than we ever expected with our brake light concern. We are back on the road knowing we can call and reach a good person to help.”
Mrs. Amanda A. has been a Coach-Net member since 2017 and she said, “The technician Leonard was very knowledgeable, professional, and very thorough. He asked me great questions to try and understand what was wrong with my electricity. He explained things very clearly. Thank you, Leonard!”
Lacey says her team takes what they do very seriously. They understand people are calling because they need help, so they do everything they can to help. Another Coach-Net member, Mrs. Heather F. said, “Jeff was very patient with us as we were looking for the reason the hot water heater wouldn’t turn on. He called me back after we hung up with a new solution that worked! That’s dedication! Thank you!!”
David reiterated, “We take our member feedback very seriously. It feels good to know that we’re making a difference. After all, Coach-Net’s entire mission is to create a carefree RV experience so members can focus on making memories with their friends and families.”
Coach-Net pioneered RV technical assistance to aid RV owners with common issues and remains an industry leader today. Coach-Net’s RV Technical & Roadside Assistance can be purchased through a Coach-Net Participating RV Dealerships or you can request additional information here.