📄 Obligation: Triage driver-reported truck issues

Obligation: Triage driver-reported truck issues

Frequency: On-demand (within 1 business day of the report)

Seat: Warehouse Ops

Why: Driver-reported issues are the early warning system for the fleet. A response within one business day is the difference between a planned repair and a roadside breakdown. "Safety First" means you never silently sit on a flagged issue.

Procedure:

  1. Drivers report issues two ways:
  2. In Motive during pre- or post-trip inspection (preferred).
  3. By phone or in person if the issue surfaces mid-trip or needs an immediate decision.
  4. Within one business day of the report, respond with a fix plan:
  5. Repair on-site (in our shop, or via the maintenance credit card for a quick service).
  6. Replace the failing part — order through the warehouse purchase flow.
  7. Send the truck out to a qualified mechanic.
  8. Defer with documented reasoning (e.g., minor cosmetic damage scheduled for next service window).
  9. Log the fix plan on the truck's Flex inspection record so the weekly Motive sweep can confirm it.
  10. If the issue grounds the truck and a job is loaded, escalate to the General Manager immediately so a backup vehicle can be sourced.

Full procedure: How-To: Warehouse Manager — Truck Fleet Handling and Oversight

Recording the fix (since 2026-08-07): when a driver-reported or Motive-flagged truck issue gets repaired, the repair is logged on the vehicle in the Fleet app with service type Repair and a description starting DEFECT: — that record is our proof the defect was corrected. Shop paperwork goes through the maintenance intake (see How-To: Record Vehicle Maintenance in Fleet).