Technical Truck Breakdown in Germany and Austria: How to Describe the Problem to a Dispatcher

When a truck suffers a technical breakdown, the transport company’s dispatcher should clearly record the observable signs and pass them on to the dispatcher handling the assistance request so that on-site technical assistance can be arranged. The description should be specific, without assumptions about the cause.

1. Clarify the observable signs of the problem

Describe what the driver sees and hears and any changes in how the vehicle is operating. Record only observable signs, without drawing conclusions about the cause:

• unusual noises;
• a noticeable smell;
• smoke;
• a visible leak of fuel or other vehicle fluid.

If a sign is intermittent, clarify when it occurs — at start-up, while the engine is running, when pulling away, or while driving, including the speed. 

2. Record messages and warning indications from the instrument cluster

Check for text messages or warning symbols on the instrument cluster and whether the Check Engine light or other warning lights are on. If a message is readable, pass its exact wording to the dispatcher or take a photo of the instrument cluster if it is safe to do so. Do not replace the message with a paraphrase or your own interpretation. 

3. Check whether the engine starts and whether the truck can move

Check whether the engine starts. If the driver has already tried to start it, record the result: 

• the engine does not start;
• it starts and then stalls;
• it keeps running, but the observable signs remain.

Also check whether the truck can move under its own power. If the driver has already tried to move it, record what happens. 

4. Clarify how the problem began

Clarify which sign appeared first and what changed afterwards. Report the events in sequence without linking them to a specific cause. If any information is unknown, state this clearly.

How to prepare a message for truck roadside assistance 

Collect:

• the exact location;
• the vehicle type and vehicle combination, where applicable;
• the registration numbers;
• the observable signs — what the driver can see and hear;
• the exact messages and warning indicators on the instrument cluster, if any;
• whether the engine starts and the result of any previous attempt;
• whether the truck can move under its own power and what happens when the driver tries to move it;
• how the problem began and how the observable signs changed, if known;
• photos or video of the specific symptom, if available and safe to obtain;
• contact details for the driver and, if different, the responsible person;
• any access restrictions or a hazardous vehicle position, where relevant;
• whether police or road maintenance personnel are on site if the area around the vehicle needs securing. 

Which mistakes by the transport company’s dispatcher lead to follow-up questions from the assistance dispatcher? 

1. Recording an assumed cause instead of describing what is actually happening. Saying “the gearbox has failed” does not explain what is actually happening with the vehicle. The assistance dispatcher then has to clarify the details again before arranging assistance. 
2. Paraphrasing a message from the instrument cluster. Saying “there is an engine warning” does not replace the exact wording or the specific warning indication. If this information is available, it should be passed on without adding your own interpretation.
3. Giving only “it won’t start” or “it won’t move”. The dispatcher cannot objectively assess what happens when the driver tries to start or move the vehicle. Record the result immediately to avoid gathering the information in several steps. 

Where to send the details for truck roadside assistance

Use a single contact to arrange on-site technical assistance for trucks in Germany and Austria: WhatsApp MT onroad +49 977 5376 9999. The dispatcher will take the details and arrange for a suitable service partner to attend.