TRAC Road Service Guide

A comprehensive guide for customers to submit a service request through the REACH application, detailing each step of the form submission process.

Nicholas Mastoris
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Submitting a Service Request

This form is used for submitting a service request via the REACH application to our TRAC Dispatch team to service your Road Service requests. This reference guide will take you step by step through the form submission process and provide a clear description of what is required to submit a service request.

To access this form: Visit the TRAC Intermodal website and click Get Road Service or Click this link - [REACH | Service Request](https://traccc.service-request.reach24.net/)

Step 1 (Fleet): Request Service

After selecting the “Get Started” button you will be brought to the Request Service process which starts with Step 1. In this step you will enter your company information. Below are details on each field. 1. Fleet Name – Company Name. 2. Fleet Address- Company Address. 3. SCAC Code- Company SCAC Code\ a. Items of Note: This field is required. 4. DOT # - Company DOT Number 5. Email – Company Email Address 6. Phone – Company Phone Number 7. Select Next to progress to the next step

Step 2 (Equipment): Request Service

After selecting “Chassis” the equipment information fields will appear. In this step you will enter the equipment information for the Chassis that needs service and the breakdown location information. Below are details on each field.

1. Chassis # - Unit Number 2. Vehicle Type & Color – Not Required 3. Associated Container # - If the unit is loaded, please include the container number 4. Associated Power Unit # - Not Required 5. Is the Vehicle Loaded – If the unit is loaded, please select. 6. Breakdown Location – Address of the location where the unit is located.\ a. Items of Note – There is the option to “Use Current Location” which will load your current physical location. Please ensure that the address that is loaded is in the correct location. This is very important to ensure the repair vendor can locate the unit upon arrival. 7. Breakdown Notes – Any notes that would be helpful in locating the unit. For example: Location hours of operation, spot number, onsite specific location details etc. 8. Select Next to progress to next step.

Step 3 (Issue): Request Service

In this step you indicate “What is the issue?” for the chassis that needs service which means the repairs that are needed. Fill out these selections to the best of your ability. However, we understand that the requester may not have knowledge of what exactly is failing but any information is important. Below are details on each field. 1. System – Overall component of the unit that is failing. For example: Lights, Tire, Inspection etc. 2. Subsystem - Specific component of the unit that is failing. For example: Marker Light, License Light etc.\ a. Item of Note: The fields in this section are dynamic and depending on what is selected additional fields may appear. 3. Service – Type of repair being requested. For example: Resecure Replace with new etc. 4. Comments – Any comments or notes about the defect or failure. 5. Add Another Issue – If there are multiple failures you can add another issue to the request. 6. Select Next to Progress to the next step

**(Optional) Item of Note:** If the component that is failing is a tire the tire size is a required field. Screenshot below Number 3. This is very important to ensure the correct tire is sourced for the repair.

Step 4 (Event): Request Service

In this step you will “Describe this event?” indicate the urgency of the repair and the availability of the unit for repairs. Below are details on each field. 1. Emergency Button – If the event is urgent 2. Needed By (Calendar Date Selector) – If there is a specific date the repairs are needed by 3. Unit Available (Calendar Date Selector) – If the unit is currently unavailable this date would indicate the date it is available.\ a. Items of Note: There are two fields for Reference # and PO # which are not required. 4. Payment Method – Select House Account per the screenshot below.

5\. Additional Details – Any additional information you want to provide about the event.\ 6. Select Next to progress to the next step

Step 5 (Driver): Request Service

In this step you will “Enter the driver’s information?” and provide contact information. There are three different scenarios for this step. All three scenarios are detailed below. **There is not a driver with the unit:** 1. Is the driver with the unit – If there is not a driver with the unit then this selection is turned off. 2. Reporter Name- The contact name of the reporter of the issue. This will be the person being updated on the status of the event. 3. Reporter Phone # - The contact phone number for the person who should be contacted for questions about the event. 4. Reporter Email – The contact email address for the person who should be contacted for questions and status updates. 5. Reporter Notification Method – Preferred method to contact the reporter of the event. 6. Select Next to progress to the next step.

**There is a driver with the unit, but they are not the reporter of the issue:** 1. Is the driver with the unit – If there is a driver with the unit then this selection should be turned on. 2. Driver Name - This will be the person being updated on the status of the event and contacted if additional information is needed. 3. Driver Phone # - The contact phone number for the person who should be contacted for questions about the event. 4. Driver Email - The contact email address for the person who should be contacted for questions and status updates. 5. Are you the driver? – If the driver is not the reporter of the event this selection is turned off. 6. Driver Notification Method- Preferred method of contact of the driver.\ a. Item of Note: The reporter field description are above in the previous scenario.

**There is a driver with the unit and they are the reporter:** 1. Is the driver with the unit – If there is a driver with the unit then this selection should be turned on.\ a. Items of Note: The driver field descriptions are above in the previous scenario. **Click Submit.** If there are any additional details needed one of our dedicated TRAC dispatchers will reach out.

***As additional information:*** ***TRAC Dispatch Operating Hours:*** *Monday–Friday, 6 AM–9 PM EST* *For assistance during our operating hours, please call [877-987-2226 ext. 5](tel:877-987-2226%20ext.%205) or email us at ers@tracintermodal.com.* ***During TRAC Dispatch Off Hours:*** *All TRAC Dispatch REACH requests are automatically routed to FYX for service during our off hours. For real-time updates during this time, please contact FYX directly at 1-866-220-0732. For support, please contact 877-987-2226 ext. 5*