You can’t really keep on truckin’ if your truck is broken down now, can you?
Breakdowns suck — we get it. Does it suck a little more when your truck breaks down versus when my car breaks down? Maybe. While we both might have to pay for repairs (depending on whether you’re an independent contractor or a company driver), I’m not the one who will lose money because I can’t do my job.
That’s why it’s important you follow the proper steps to get back on the road as soon as possible. Being proactive and knowing who to call will go a long way.
While ATS can’t control when your truck will or won’t break down, we do our best to keep our fleet in optimal working order with thorough inspections before the truck ever gets to you and we try to get you moving as soon as possible.
Whether you’ve landed here because you’re a current ATS driver or you’re considering your future with ATS, the result is the same. You’ll learn what’s expected of you if you break down and how you can get assistance. The steps include:
- Pulling over to safety
- Calling the appropriate departments
- Being proactive in getting the truck and/or trailer fixed
As an ATS driver manager, these are the same things I tell my fleet of 30+ drivers.
Something’s Wrong with My Truck…Now What?
When your service engine light comes on or you notice something is wrong with your tractor or trailer (anything from a flat tire to a loud knocking sound or shaking of the vehicle), you need to get to a safe place to stop. If you can, try to get to a rest stop or a truck stop.
However, that’s not always possible. So, if you have to pull over where you are, pull over as far onto the side of the road as you can. Then turn your flashers on. If traffic is busy, get out of your passenger side door. Don’t try to get out of the driver’s side door and risk getting hit. Once you’re out, quickly put out your safety triangles to warn oncoming vehicles that you’re pulled over.
Who You Gonna Call?
No, not ghostbusters. Your first call should be to ATS Road Service.
Write this number down and keep it handy: 866-624-0438.
You can either call Road Service or send them a message on your tablet. Sometimes sending them a message can be faster than calling if they’re already on the line with a few other drivers. If your issue is urgent, the last thing you want to do is wait on hold for any amount of time.
That’s also why it’s a good idea to call Road Service first rather than your driver manager. Your driver manager is working with a few dozen drivers and you might be on hold for a while. Road Service can usually help you faster, and that’s who your driver manager is going to send you to anyway.
Don’t waste time on hold. ATS Road Service is staffed 24/7, so no matter what time of day you’re running or what day of the week, someone will be present to assist you.
Know Your Location
Before you call, get a good idea of where you’re broken down and what mile marker you’re near. Then, explain the issue to Road Service. They’ll find the nearest vendor or the one who can get to you the quickest — whether you need a part and a simple fix on the side of the road or you need to be towed to the nearest shop.
They’ll provide options for what you should do next, taking into account if you can drive anywhere nearby or if someone needs to come to you.
Be Proactive to Speed Up the Process
If no one is reaching out to you, don’t be afraid to call again to check in. If Road Service takes more than 20 or 30 minutes to get back to you after you leave a message, call them. If Road Service says someone will be there in two hours and it’s been longer than that, call for an update.
If needed, call your driver manager to speed up the process. There’s no reason you should be on the side of the road twiddling your thumbs, waiting for someone to help you.
Communicate Effectively
Once you’ve talked to Road Service, let your driver manager know what’s going on. You can call them or leave a message using your tablet. They’ll see the work order come through from Road Service, so they’ll probably already know something is going on, but you still need to communicate with them. Your driver manager or one of the planners may have to call the customer to adjust the delivery time if you’re under a load.
If your breakdown happens on a weekend or outside of business hours and your driver manager isn’t available, there’s an extended coverage team (ECT) that can assist you. Just because your driver manager isn’t there doesn’t mean you shouldn’t call in and communicate about what’s going on. You still need to do this.
Call your driver manager’s line. Don’t call the standard 1-800 number. When you call your driver manager’s line, it’ll roll over to the appropriate ECT division. They may have to repower the load depending on how long you’re down.
If you’re broken down for more than a few hours or your truck has to be towed, you’ll need a place to stay, like a hotel. ATS can help you with this expense. If you’re a company driver, it’s covered.
Sometimes, if it’s a major breakdown and you’re waiting on parts, we can get you into a rental truck to use while yours is being fixed. We can get you a rental car or a flight to the rental truck so you can keep moving for the time being.
Get the Truck Fixed ASAP
It’s a good idea to be proactive in a breakdown situation rather than waiting around complaining. Don’t be reactive. I understand that sounds harsh, but it’s the truth. We know how bad it sucks to be broken down, but the worst thing you can do for yourself is to wallow about it and do nothing.
Look up the closest shops to you. See if you can make it there. Don’t waste time on the side of the road when you can get help.
If it’s something you can fix yourself, do it. Now, keep in mind, this is a touchy situation depending on if you own your truck or if ATS does. If ATS owns your truck, you’re limited on what you can fix yourself. Anything more than $50 requires you to have approval from Road Service. This is to keep you safe and prevent any incorrect installations (which can further damage the truck).
Related: Can I Do Semi-Truck Repairs Myself?
If you notice something is wrong with your trailer or truck, but it’ll still run, that doesn’t mean you shouldn’t get it fixed. Putting off repairs can cause more damage in the long run.
Do Your Pre-Trip Inspections and Post-Trip Inspections
The next time you’re broken down, make sure you’re parked in a safe area and call Road Service. They’ll take care of the rest. Be proactive and don’t wait around for help. See what you can do to move the issue along.
Remember, there are a few ways to help prevent major breakdowns on the side of the road. For starters, do your pre- and post-trip inspections. There’s a reason the Federal Motor Carrier Safety Administration (FMCSA) requires a pre-trip inspection every time you start driving after a break period: You need to make sure your tractor and trailer are both roadworthy.
When you do your inspections, you can catch potential issues before they become a problem on the road. For instance, if you catch a deflated tire in your pre-trip and get it taken care of right away, you can prevent a blowout and a potentially very dangerous situation on the road. Not only is it dangerous, but it can also be time-consuming to wait for a repair.
Don’t just leave repairs for a later day or another driver. Practice the common courtesy you’d want other drivers to give you. Know what you are and are not allowed to fix and talk to other drivers for troubleshooting.
Learn more about the importance of pre-trip inspections.