Meet Margie Hartmann
Continuous Improvement Manager at Young Trucks
At Young Trucks, we are committed to delivering elite-level service every day. With Margie leading our continuous improvement efforts and maintaining our Elite Support Certification, our customers can count on efficiency, accountability, and excellence on every visit.
Q: What is your role at Young Trucks?
Margie: I serve as the Continuous Improvement Manager, where I focus on ensuring our dealerships achieve and maintain Freightliner’s Elite Support Certification standards. My role is focused on improving processes, strengthening communication across departments, and making sure we consistently deliver the highest level of service to our customers.
Q: What is Freightliner’s Elite Support Certification?
Margie: Elite Support® is a prestigious Freightliner program designed to enhance the overall customer service experience at certified dealerships. Young Trucks has been certified since 2015. It focuses on reducing downtime, improving communication, standardizing repair processes, and increasing efficiency in both service and parts operations.
To maintain certification, dealerships must meet strict performance standards and complete regular monthly audits. The program emphasizes dedicated customer service support, quality control procedures, parts availability, and a culture of continuous improvement. The goal is simple: keep customers on the road with minimal disruption.
Q: What does it take to maintain Elite Support status?
Margie: It takes teamwork and consistency. We closely monitor performance metrics, turnaround times, parts fill rates,
and dealership processes. We’re always identifying opportunities to improve efficiency and eliminate waste. Maintaining
certification isn’t a one-time achievement — it requires daily commitment from every department.
Q: You’re Level 3 certified — what does that mean?
Margie: Level 3 is the highest level of certification that Elite Support offers. It represents advanced expertise in continuous
improvement processes, operational standards, and dealership performance management. It allows me to better support
our teams and ensure we’re not just meeting expectations but exceeding them.
Q: You recently received the WOW Award at Daimler’s CIC + CXA Summit. What was that experience like?
Margie: It was truly an honor. The WOW Award (Recognizing Excellence in 5S Implementation) recognizes individuals who
demonstrate outstanding dedication to operational excellence and continuous improvement. I’m proud to be part of a team
that is committed to doing things the right way and always looking for ways to serve our customers better.
Q: What’s something people might not know about you?
Margie: Whether it’s a small gathering or a big celebration at my home, I love making memories with my friends
and family closest to me!