How to Keep Trucking's Roadside Technicians Safe
Fleets and Service Providers Are Using Technology and New Protocols to Improve Remote Maintenance
Key Takeaways:
- Fleet and service leaders at the Technology & Maintenance Council meeting in March urged stronger roadside safety measures for technicians amid rising distracted driving deaths.
- Panelists said better planning, telematics and new technologies can reduce roadside exposure, improve communication and prevent accidents during repairs.
- Speakers called for more public education, training and work zone standards to strengthen safety culture and protect roadside workers.
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According to the National Highway Traffic Safety Administration, an estimated 3,000 deaths were attributed to distracted driving in 2024. For remote repair technicians, that danger comes in the form of a vehicle on the highway drifting too close to the shoulder while they’re on the ground making a repair.
Due to that, fleets and service providers are investing in new technologies and safety protocols to improve roadside safety for technicians and workers. Fleet technician leaders and trainers delved deep into the matter during a panel from ’ Annual Meeting in Nashville, Tenn., in March.
Led by ϳԹr Hogg of TravelCenters of America, the panel started with Hogg describing three types of distracted driver.
“One [type] is talking or taking their eyes off the road. [Another] is taking their hands off the wheel, and the other is taking their mind off the road,” he explained. “Listen, we do not want that to impact any of our teammates that are working roadside.”
Hogg said those distractions are often contributors to a fatal traffic accident. To avoid that, most service providers recommend preparing thoroughly before dispatching technicians to a call, such as gathering information about the location, checking equipment, and ensuring the technician is fit and capable of working safely.
Tom Parbs, vice president of mobile solutions provider Haas Alert. (John Sommers II for Transport Topics)
“Prior planning prevents poor performance and that includes a safer roadside experience. That’s probably the common denominator, regardless of the industry, said Tom Parbs, vice president of mobile solutions provider Haas Alert. “When you run any kind of emergency roadside response, it’s prior planning. If you have good planning, you can service your customer.”
Chris Heilman, director of roadside assistance at TravelCenters of America, noted that by using technology, fleets can reduce unnecessary trips to diagnose issues remotely and coordinate with other service providers. In the time before deploying to a service area, for example, a tech could bring an extra tire, in case the original is unknowingly damaged.
Heilman also noted that technology is critical to improve highway safety to help with communications on site.
“We have to talk about it on the federal, state and local levels,” he said, providing an example of the simple act of using a flashlight. “You think of the traditional ways we [repair], we have to use lights, but the moment you turn on the lights, you’re an instant target.”
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Heilman explained that during the night hours, the bright light can cause distraction and may ultimately worsen the situation for the crew’s safety. Using technology, he said, would help crews better understand what they are up against before and after a roadside operation.
“So, if you want to see change, we have to start thinking differently,” Heilman concluded. “Preventable crashes are exactly that. Preventable.”
Ryan Gladwin, lead diesel truck care academy instructor for Love’s Travel Stops, explained that telematics is helpful for drivers to avoid roadside repairs on highways and fast-moving roads, but there are additional ways to ensure safety while on the roadside.
“That’s adding technology to what you’re already doing traditionally,” he said, adding that it is important to gather the necessary tools at the location, and work with highway patrol units, if possible, to help with traffic flow.
In accordance with the Federal Highway Administration, more robust patrol programs provide additional services such as clearance and recovery services, and emergency and management assistance with emergency services.
Tommy Lewis, training specialist at Mangum’s Inc., noted it’s helpful to establish safe work zones and follow proper procedures for setting up the work area, such as parking the service vehicle in a strategic position and using cones, lights and other safety equipment.
“It’s about creating a safe environment,” he said, adding that Mangum’s crew members have lime green cones versus traditional colors positioned to be seen by drivers since “they don’t pay attention to it anymore.”
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Gladwin said the challenge is educating the public, especially drivers, about the importance of slowing down and moving over for roadside workers through various channels, including driver training programs, public awareness campaigns and partnerships with local authorities.
“Those are the challenges that we need to address,” he said. “We will have to work with these services. You’d be surprised to know we never really learned how to effectively set up a work zone or worksite.”
Hogg noted the importance of fostering a strong safety culture within the industry, including providing comprehensive training, implementing incentive programs and empowering technicians to prioritize safety over efficiency.
He used the example of providing guidelines for his technicians.
“We have a “3-feet rule,’ ” he said. “The 3 feet between that [roadside] line and where we must work. We found that to be really the safest experience that we can have for that technician at this current time.”
Lewis said that it is best to take advantage of any expansion or parking lot that is available near the repair location.
“The more room you have, the better. That’s our biggest thing,” he said. “Try to keep us out of the room as much as possible.”
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