As fleets continue to grow across North America, the Demers-Braun-Crestline-Medix group is strengthening its aftermarket organization to deliver faster, more connected, and more responsive customer support. This next phase of growth reinforces the company’s long-term commitment to helping customers maximize vehicle uptime and maintain continuity of service.
To support this evolution, Scott Frey was appointed Vice President, Specialty Vehicles and Canadian Customer Care & Aftermarket. In this expanded leadership role, Scott will help drive the continued development of a more integrated aftermarket organization focused on operational alignment, service responsiveness, and customer experience across the company’s Canadian operations.
“As we continue expanding our aftermarket capabilities, we’re going to relentlessly focus on customer experience. Our priority is to ensure customers receive responsive support and the operational continuity they need to keep their fleets moving.”
With more than 10 years of experience helping grow Crestline’s commercial bus distribution business, Scott brings a strong customer-first mindset, deep operational knowledge, and a proven track record of creating value for customers through responsiveness, collaboration, and service excellence.
Throughout his career, he has also led sales and operational initiatives across North America and managed key customer relationships, developing a strong ability to translate the voice of the customer into meaningful operational improvements that enhance both service delivery and customer satisfaction.
A stronger aftermarket organization focused on uptime
Under Scott’s leadership, Demers and Crestline will continue expanding and aligning their Customer Service and aftermarket operations across multiple service locations and brands, including technical support teams for Demers and Crestline, as well as service operations in Mont-Saint-Hilaire, Saskatoon, and the company’s newest Ontario service location in Bolton.
This expanded structure is designed to create a more seamless customer experience by improving responsiveness, reducing parts delivery lead times, and strengthening DBCM’s ability to minimize vehicle downtime.
Just as importantly, it will also strengthen the organization’s ability to capture the voice of the customer and translate your feedback into continuous improvements across service, support, and operational processes.
Building a more connected customer experience
The organization’s evolving North American aftermarket model will further align teams, processes, and service coordination to better support customers across all markets. Paramedic Services will receive more consistent support, stronger service coordination, and improved access to the expertise and resources needed to keep ambulances in service.
By continuing to invest in its aftermarket capabilities and customer support infrastructure, the four brands are positioning themselves to better serve customers today while supporting the long-term growth of fleets across Canada and North America.