Truck Breakdown Process 
 

In the event of a truck breakdown, ensure the safety of the driver and the public, first and foremost. 

Then, follow these steps (regardless of make, model or year): 

1. Diagnose the problem…refer to the owner’s manual and contact your supervisor. 
2. Call your service center/dealer or take truck to them for diagnosis. 

• If your truck is a Kenworth, and you are enrolled in the PACCAR Premier Care Program, call the PACCAR Call Center at 1-800-592-7747 for roadside assistance and have your customer number and vehicle information available to provide them. 

  3.  If issues arise during the repair process (expectations not met, parts delays, etc.), contact support@redboxplus.com and they will collaborate with the appropriate vendor to coordinate parts, service, or warranty support. 

INCLUDE THE LAST 8 DIGITS OF THE VIN, HOIST NUMBER, DESCRIPTION OF THE PROBLEM, LOCATION OF THE TRUCK, AS WELL AS PICTURES AND VIDEOS, AS APPROPRIATE!! 

   4.  If you are in a situation where you need immediate attention, contact Nick Edwards at 586-350-1084 or Steve Jahner at 701-426-4965. This is for exceptions only. Please follow the process outlined above, if possible. 

The goal is to minimize unnecessary downtime during the repair process. Following the above steps will ensure that we get your unit back up and operational as quickly as possible! 

If your truck is a Kenworth, the redbox+ Dumpsters Truck Breakdown Process steps apply; however, you may benefit from these programs, as well: 

Fleet Concierge Program: 

The Fleet Concierge Program is not offered at all Kenworth Service Center locations. Check here to see if your Kenworth offers this program 

• Driver greeted within 15 minutes of arrival 
• Initial diagnosis (triage) completed within two hours of being checked in. 
• Repair plan communicated to company within two hours of the completed triage. 
• This allows operations to plan for the possible extended downtime needed to repair the unit 
• Concierge representative following the repair closely and helping when needed. 

PACCAR Parts Fleet Program: 

The PACCAR Parts Fleet Services provides “not-to-exceed” pricing on parts. Ensure your Kenworth Service Center and Parts Center have your customer number to receive the price discounts on parts. 

Kenworth Premier Care Program: 

The Premier Care Program includes: 

PACCAR Call Center: 

• 24/7 Roadside Assistance 
• Tires, Towing, Mechanical Repairs 
• Call 1-800-592-7747 to speak with a representative 24/7/365 days a year 

PACCAR Solutions Fleet Service Management: 

• Franchisee Decisive Web Portal Page 
• Dealer Engagement 
• Warranty, Campaigns & Recalls 
• Service History Documentation 

The PACCAR Call Center offers: 

• Toll Free call (1-800-592-7747) to speak with a service representative. 
• Open 27/7/365 days a year 
• They help with roadside assistance 
• They have a custom mapping system which locates Kenworth and Peterbilt Dealers and Independent Service Providers near you and lists types of services offered, hours of operation and contact information 
• They assist with jump and pull starts, tires, fins and permits, chains, towing, hazardous clean-up, out of fuel (roadside) mechanical repairs and preventive maintenance services 
• They have bilingual agents and access to translation services to ensure customer assistance who speak any language 
• They cannot answer your warranty questions but can get you in contact with someone who can 
• The PACCAR Customer Service Center is FREE