What do you enjoy most about being out on the road, and what does a typical Service24h call-out involve?

Dave said he prefers being out on the road rather than working in the workshop, “You get a bit more independence because you're managing yourself and the job you're attending.”

For Rob, it's the variety of the work that stands out, with every call-out bringing something different. “Every day is different; new people, new places and new challenges.”

When it comes to a typical breakdown, they explained that there isn't really a standard call-out, as every job depends on the vehicle and the problem they're dealing with. “We get the information about the breakdown, then head out to the customer. Once we're there, we assess the vehicle, find out what's gone wrong and work out the best way to get it back up and running, then determine whether we can repair the vehicle at the roadside or if it needs further assistance."

There are targets for responding to breakdowns, including two hours for vans and 50 minutes for trucks. Keeping the system updated is an important part of the process too. "We update our location and what's happening with the job, so the team can see where we are and how things are progressing."

 

Safety is always a priority when attending a breakdown, not just for the technicians but for the customer too. When a vehicle has broken down at the roadside, getting everyone to a safe position and making sure the vehicle can rejoin the motorway safely is an important part of the job. Taking care when merging back onto the motorway and making sure the traffic is slowing or there is a safe gap can help make the process safer for everyone.

The run-up to Christmas is probably the worst time of year for breakdowns. "Everyone is rushing around, the roads are busier and businesses are trying to get deliveries finished before Christmas.

It's also a time when vehicles can get very busy. Sometimes servicing and maintenance gets put off because the vehicle is needed on the road. They're doing more miles but aren't necessarily getting the maintenance they need, which can then lead to problems and breakdowns."

 

Do you have any tips for drivers who find themselves broken down?

For anyone who finds themselves broken down, their main advice is to prioritise safety. “The main thing is to stay calm and make sure you're in a safe location where possible. Keep some warm clothes in the vehicle, especially in the winter, as well as some food and water. A torch and a phone charger are useful to have too, and if you've got high-visibility clothing, keep that in the vehicle.

It's also important to know where you are. With Google Maps and modern technology, it's much easier to pinpoint your location if you need to call for assistance.

 

What's one of the most memorable jobs you've attended?

After years of attending breakdowns, there have been plenty of jobs that have stayed in the team's memories.

Dave explained that it's often the unusual situations that stand out most. "One that sticks in my mind was an Atego where the cab had fallen off the truck. They hadn't locked the cab down properly, so it had come away from the vehicle."

You come across all sorts of situations on the road, so you never know what you're going to be dealing with.