Fast diagnosis, clear communication, parts planning and trained technicians are at the centre of Tristar Group’s (Daimler Trucks Canberra) approach to reducing disruption when a fleet vehicle needs urgent attention.
Daimler Trucks Canberra is a finalist in the 2026 Fleet News Group Fleet Supplier of the Year Award.
For a fleet operator, vehicle downtime is rarely just a workshop issue. A truck that cannot work can affect schedules, customers, labour, replacement vehicle availability and the wider productivity of an operation.
That is why Daimler Trucks Canberra has made urgency a central part of its approach to maintenance and repair support. General Manager Mark Purser says the team understands that customers need two things when an unexpected repair occurs: fast action and enough information to make an operational decision.
“Urgency is in our DNA at TriStar, and we understand that every hour a fleet vehicle is off the road impacts the customer’s operation,” Purser said.
The dealership’s target is to diagnose an urgent issue quickly and provide the customer with an update within two hours. That early communication can be critical because it allows a fleet manager to decide whether to wait for the repair, reorganise work, move a load or allocate another vehicle.
Purser says reducing downtime also depends on what happens before a vehicle arrives at the workshop. Parts planning, stock holdings, technician capability, diagnostic equipment and internal processes all influence how quickly a problem can be identified and resolved.
Daimler Trucks Canberra supports that approach with access to a four-branch network, allowing parts to be moved between locations when required. Purser says the business will arrange transfers at its own cost and, where necessary, organise practical solutions such as meeting another branch part-way to accelerate delivery.
The team is also prepared to look beyond the usual process when a fleet customer has a vehicle that needs to return to service urgently. If a required component is unavailable through normal channels, Purser says the team will examine other practical options, including whether a suitable part can be sourced from a donor vehicle.
“If a part is not available, we explore every practical option, including sourcing from donor vehicles, to get the customer back on the road as quickly as possible.”
The objective is not simply speed. An incorrect diagnosis or incomplete repair can create another visit and more downtime, which is why the dealership also invests in technician training, OEM diagnostic computers, aftermarket diagnostic systems and appropriate workshop tooling.
Purser says technicians are trained to identify problems early and aim for an accurate first-time diagnosis. That combination of people and equipment helps the workshop plan repairs more effectively and reduces the risk of customers losing additional operating time to repeat visits.
The diagnostic capability is also intended to reflect the reality of modern fleets, which often operate vehicles from several manufacturers. While Daimler Truck products remain central to the dealership, Purser says advanced aftermarket systems also give the team the ability to assist with other brands operated by fleet customers.
For fleet managers assessing a supplier, these behind-the-scenes capabilities can be as important as the showroom experience. Parts availability, technician development, diagnostic accuracy and communication during downtime all affect the real cost of keeping a heavy vehicle fleet operating.
Purser says the dealership’s priority is to protect customer uptime, even where the fastest solution is not necessarily the most profitable option for the business in the short term.
“Our focus is always uptime first, even when that comes at the expense of short-term profitability.”
That focus on practical uptime support has helped Daimler Trucks Canberra become a finalist in the 2026 Fleet News Group Fleet Supplier of the Year Award, which gives fleet industry participants the opportunity to recognise suppliers they believe are delivering value to fleet operations.
