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8 Undercar Digest Knowledge Is the Key to Drivetrain Success Rob Gutowski outside DTS headquarters in Warren, Mich. DTS offers differential bearing-install kits. Rob Gutowski, service manager/technician at DTS (Drive Train Specialists) stands behind the counter where local shops pick up their parts. By Ed Peaco Undercar Digest Associate Editor W hen Drive Train Specialists (DTS) launched in 1985, it was a pioneer in its automotive niche, but now the company has 100 or so competitors. DTS has re- mained vital in a more crowded space by making the most of a three-tiered operation: selling drivetrain components as a nation- al distributor, selling parts locally and operating a service center for consumer vehicles. Each tier reinforces the other, said Rob Gutowski, service man- ager/technician for the Warren, Mich., company, which focuses on differentials, drive shafts and rear ends. DTS has another facility, DTS Custom Services. It services anything from complete custom builds to Dana crate axle assem- blies. DTS employs about 20 peo- ple between both locations. The business started as a parts distributor. In 1993, it began to offer vehicle service, servicing what they sell, a leap that turned out to be the key to building the company's reputation for knowl- edgeable customer service. It's a simple process: The sales people learn to be technicians. "All our salesmen get a hands- on experience in our service cen- ter. That is a luxury, versus a lot of companies," Gutowski said, illus- trating how DTS strives for an edge among larger drivetrain- parts distributors. "The advantage we have over other companies is that DTS has a service center where salesmen get to know vehi- cles and products first hand. There's nothing better than getting your hands dirty and seeing com- ponents being installed – creating more knowledgeable sales and ser- vice staff." DTS has four sources of cus- tomers: warehouse distributors, jobbers, the retail market and the Internet. Parts sales account for roughly 80% of the business, with the rest from the service center. While the service center helps en- hance local parts sales, nationwide and global sales are by far the largest part of the parts business, he said. Sales people get orders on a global scale, including Europe, Australia and South America. For vehicle servicing, Gutowski outlined two categories. "People