Policy 1-4.1
Vendor Maintenance Policy
The standards governing all outside maintenance events at Love's, TA, MHC Roadcall, or any approved external vendor — what's authorized, who owns what, and what Fleetrock requires.
Policy 1-4.1 — Outside & Vendor Maintenance
1 · Purpose
This policy establishes the standards and requirements that govern all outside maintenance events performed at Love's, TA, MHC Roadcall, or any other approved external vendor. It defines what is authorized, who owns what, and what is required in Fleetrock.
2 · Scope
This policy applies to:
- All unscheduled (reactive) outside maintenance events.
- All scheduled preventive maintenance (PM) events at external vendors.
- All repairs requiring Fleetrock repair order creation, approval, and invoice processing.
3 · The Rules — What Is & Isn't Allowed
During unscheduled events — only these repairs are approved
- Reactive / breakdown repairs.
- DOT-related repairs.
- Routine maintenance is NOT approved unless specifically authorized — it should wait until the unit returns to the terminal.
All outside maintenance must
- Be documented in Fleetrock with a Repair Order (RO).
- Move through the correct RO status stages: In Progress → Finished.
- Have a PO applied in the vendor portal before or at time of service (when applicable).
- Be approved by the Service Manager or ALI Maintenance before work begins.
4 · Approved Vendor Requirements
Only pre-authorized vendors may be used for outside maintenance. Using an unapproved vendor is a policy violation.
Approved — Use These
- Love's
- TA (TravelCenters of America)
- Any vendor pre-approved through the proper process
Not Approved — Do Not Use
- Any vendor the driver finds on their own
- Vendors not reviewed by Regional Leadership
- Any vendor NOT approved by the VP of Maintenance
New vendor approval required
- Any new or non-standard vendor MUST be reviewed by Regional Leadership.
- Final approval MUST come from the Vice President of Maintenance (VPM).
- Do not use an unapproved vendor — escalate to ALI Maintenance if you are uncertain.
- New vendor request forms live on the Forms page.
5 · Roles & Responsibilities
| Role | Responsibilities |
|---|---|
| Operations | Identify and kick off outside maintenance events · notify Service Manager or ALI Maintenance immediately when an event begins · confirm when the unit is back in service. |
| Service Manager | Review and approve reactive and DOT-related repairs only · schedule PM appointments with approved external vendors · create the RO in Fleetrock, apply the PO, and manage status updates · move the RO to Finished once the unit is back in service. |
| ALI Maintenance | Serve as the approval point when no Service Manager is assigned · review and approve reactive and DOT-related repairs only · create ROs in Fleetrock, apply POs, and update status to Finished · assist with escalation, coordination, and vendor questions. |
| Driver / Road Unit Contact | Present the unit at the vendor location · communicate immediate service needs during the event · confirm when the unit is ready to return to service. |
6 · Fleetrock Requirements
Every outside maintenance event must have a properly managed Repair Order in Fleetrock. Failure to create or update the RO is a policy violation.
| RO Status | When to Use It |
|---|---|
| IN PROGRESS | Set when work has started or the unit is actively being serviced at the vendor. |
| FINISHED | Set once the unit is back in service — holds the RO for invoice processing. |
7 · When to Escalate
Contact ALI Maintenance immediately if any of the following occur:
- The Service Manager is unavailable or approval is delayed.
- Vendor coordination is stalled or the vendor is asking to proceed without approval.
- There is uncertainty about what repairs are authorized.
- The vendor is not on the approved list.
- There is any question about Fleetrock entry or invoice handling.
Revision History
| Version | Date | Description | Owner |
|---|---|---|---|
| 1.0 | April 15, 2026 | Initial issue. | Maintenance / Operations |
Policy 1-4.1 · Rev 1.0 · Active · April 2026. Companion: Breakdown & Road Call Policy 1-4.2. Revisions require VP of Maintenance approval. Confidential — internal use only.
