Do you drive a truck? You should hear what the folks in the shop say about you behind your back. What would you do with an inspection report that simply said, “Engine is missing.” Well, the mechanic in this real case had a sense of humor, and sent a note back to the driver, saying, “Engine found. It seemed to be running rough so we did a tune-up.” It’s easy to criticize the caliber of help in the shop, especially when they never seem to get to your problem. But often there’s more to the problem than meets the eye. Mechanics rely on truck drivers to accurately describe symptoms so they can quickly fix whatever ails the vehicle. The more precise and accurate the driver can be, the more quickly the truck will roll again.

Make no mistake: this isn’t just a failure to communicate. In fact, the root of the issue is that many drivers don’t know enough about the basic operation of their vehicle to steer the guys in the shop in the right direction. It’s frustrating, and a point of friction that results in all kinds of heat and smoke on both sides.

And that burns Vic Wintjes, long-time maintenance manager with Canadian Tire’s private fleet. With today’s mix of experienced, mechanically inclined drivers and younger ones who are probably less so, mechanics are having a heck of a time deciphering work orders and deciding which ones to take seriously. Wintjes has seen his share of wacky vehicle-condition reports over the years. Today, he firmly believes drivers need to play a more active role in the maintenance process. Drivers who understand how their vehicle works can reduce the time the mechanic needs to troubleshoot a problem. The result is lower service bills and less downtime.

Different fleets deal with maintenance issues in different ways. Randy Schulz, general manager of R&G Transport in Regina, Sask., likes to see his drivers spending a little time talking with his technicians. “Communication always works better when everyone’s on the same page,” Schulz says.

In a small-fleet environment like R&G, that may work perfectly. But managers at larger operations, with more throughput in the shop, get concerned about drivers wandering around yakking with the mechanics. Matt Bryan, fleet safety manager at Kinsdale Carriers of Woodstock, Ont., prefers to keep the drivers and mechanical staff apart-to some degree anyway. “We’d like to see the drivers and the mechanics talking more often, but frankly, when they do get together, the talking doesn’t always stay focused on the problem at hand,” Bryan says.

He knows there’s some value in improving lines of communication. So he maintains a drive-through inspection bay where he feels the personal exchange is good for the outcome of the preventive-maintenance (PM) program.

One of the obvious advantages of more personal contact with mechanics lies in their learning about the driver’s level of mechanical aptitude and what he’s capable of in terms of reporting and describing defects.

Some reports are detailed, sometimes overly so, Wintjes says, while others, like the case of the “missing” engine, are vague. It’s just hard for some people to describe a problem, or to imagine what the consequences of a given problem might be.

“Some drivers will require a lot more training than others, especially in some basic troubleshooting and diagnostic skills,” Wintjes says.

Knowing the difference between a “rattle” and a “buzz” could amount to hundreds of dollars, possibly more, depending on how accurately the driver can describe the problem to the technician. It’s also important to be aware of conditions at the time of the occurrence, especially if the problem is intermittent. Drivers who can pass along what speed the vehicle was traveling, what gear it was in, or whether the sound was in sync with engine speed or wheel speed offer valuable clues mechanics can follow to fix the problem and get the vehicle back on the road again.

Part of the problem, Wintjes says, is that drivers tend to focus their maintenance requests on CVSA out-of-service criteria. That’s not altogether bad, but the compliance aspects of Commercial Vehicle Safety Alliance criteria don’t necessarily match the standards set by a fleet’s preventive maintenance program. The CVSA doesn’t care if there’s oil in the engine or not. That’s why fleets should train their drivers about preventive maintenance, Wintjes says, while clearing up any misconceptions about the regulations that relate to vehicle condition.

For example, a driver might think a tire needs to be replaced before leaving the shop, while the mechanic could argue that the tire is perfectly safe. The driver then cites the standards about tread depth while the mechanic counters that 2/32 of thread, measured at a minimum of three points on the surface, is satisfactory.

Then the feud begins.

“By getting drivers more involved,” he says, “you’re not only fostering a better understanding of how the regulations affect the maintenance decisions, you’re presenting an opportunity to improve the cost of maintaining the vehicle.”

A driver who has a working knowledge of his equipment, its maintenance program, and the CVSA standards will also have the confidence to debate and perhaps even disagree with a veteran mechanic, or even someone in uniform at a scale.

That’s where Wintjes sees the biggest advantage.

“We wouldn’t be angering a driver by not acting on his work order if he knew not to make an unnecessary request,” he says. “We could save a lot of money defending bogus charges in court if the driver offered a competent argument at the scale as well.”

Wintjes stresses that he’s not interested in turning truck drivers into mechanics, and he’s willing to acknowledge the challenges of putting even more training and responsibility onto the driver’s plate. At the same time, he makes a good point when he asks, “Why wouldn’t a professional driver want to know the difference between ‘safe’ and ‘unsafe’ within the bounds of the equipment he’s operating?”

Under today’s regulations, the driver is held highly accountable, yet he has little influence on the process that determines how well his truck is maintained. Checking the box on the vehicle report just isn’t enough any more. Drivers need to understand what they’re signing off on. When they understand what’s at stake in their decision, they’ll be better prepared to make the proper PM decision or OOS call.

“We can spend a lot of time arguing whether or not an item is a critical defect,” says Wintjes. “But in the end, the driver is the man who has to live with the call. When he drives the truck out of the gate, it’s his baby.”