HOS
What rejection code will we use to reject for HOS?
Hours of Service Amazon
What is the max time given for pre and post call?
60 for each (2 minutes total)
When is driver allowed to leave a trailer/container unattended while waiting for ITR?
They are never allowed to leave trailer/container unattended unless HOS becomes an issue.
What are some avoidable noises?
Noises like TV's, speakers, and parties/conversations.
Do we have a spreadsheet that lets us know if we need to set up a tow or WO and which vendor to send out?
Do we pull and rejected Loads for HOS while they are on site and in transit?
Yes
How long can we put a carrier/driver on hold before having to check back in with them?
5 minutes
Do we have more than one type of ITR SIM?
Yes, we have multiple so we need to make sure we choose the right one.
What are noises that are inevitable?
Noises such as children crying, pets barking, and landscaping.
If a driver is having a tire issue with their tractor OTR, which vendor do we assign to the work order?
We will assigned Goodyear.
When will we create an OTR for a driver who is having HOS Issues?
When they are completely out of HOS (0 hours) and need to set up a tow
Are we allowed to have small talk with carriers instead of put them on hold while working?
Yes it is preferred to make small talk rather then place a carrier on hold
A CF Trailer needs to be recovered OTR what do we need to create?
Use the escalation drop down window and select "Load needs In-Transit Recovery". If CB on different VRID we will need to set up ITR manually.
Where is an allowable area for us to set up our work space?
Any where it is quiet, away from distractions, and has a strong internet connection.
Should the OTR, FN, and AAP Links we post into the load notes be visible to the carrier?
No, the links should never be visible to carriers. Only the reference numbers should be visible.
Driver have 14 hours of shift time before they need to take 10 hour reset, how many of those hours can be used as drive time?
11 hours can be used as drive time.
What is the first thing we do once we accept the whim?
The first thing we do is find the callback phone number and dial out.
When creating a FMC support case for recovery of a empty container what info must be added to the case?
The ITR title as the case title and ITR description as the case details. Intermodal region that container is currently in must be CC'd.
Why might we not want to use out laptops speakers for communicating?
We don't want to use our laptops speakers because they pick up almost all background noise and can cause echoing.
If a Driver has 4 hours of HOS remaining, is it okay to send out TA for repairs?
No we can't, driver will need a minimum of 5 hours for us to send TA for repairs.
Driver calls in and States " I have 1 hours of HOS left, can a go home?" They have a Non CF trailer attached while in transit and are in a safe location.
What are the steps we follow to make sure driver and carrier make it to there destinations?
1.Detour VRID
2.Reject for HOS Amazon
3.Create an ITR to recover trailer
4. Advise driver to go back to carrier yard
Why is it important that the first thing we do is make the call out to the driver or shipper?
It lets us get to the root cause of the issue causing the disruption the fastest. Carrier may put wrong information on case or maybe even call back on an entirely different VRID.
CF container needs recovery. What needs to be created to ensure container is recovered?
We will need to create a mechanical container SIM, with the FMC support case stating that the container needs recovery along with the required information.
While in office is it okay conversations with your peers?
Yes we can, but we need to be conscious about where and what we are speaking about.
Driver called in and let us know that their check engine light came on while they were bobtailing to there next stop. What are the following steps we need complete in order to resolve this issue?
CEL issue require us to tow back to the yard immediately. An OTR and Fleet Net tow will be set up to recover tractor and make sure driver makes it back to carrier yard safely.