Thermo King's New Roadside Assistance Program

Thermo King introduced its Remote Operating Center (ROC). This system provides rapid roadside assistance for transport refrigeration units (TRU) by combining technology and human expertise.

Moving perishable cargo that must be kept at a specific temperature, is a risky business. It poses special challenges for fleet managers and adds risk for drivers. After all, lost or damaged cargo is not just a waste of money. It could have significant consequences for those relying on its timely arrival. When a transport refrigeration unit is in danger of breaking down, a remote monitoring system won’t fully solve the immediate need. Thermo King noted that drivers require real-time responses backed by real-life experience and knowledge to help protect what’s at stake.

ROC service delivers the following benefits: 

• 24/7 real-time, remote monitoring,
• Predictive analytics that use an algorithm to help predict failures days or weeks before they occur
• Guided response by a team of experts to achieve a fast and complete resolution to any problem.

“Putting older units on the road doesn’t have to feel like a game of roulette anymore. Our new data-enabled and predictive analytic technologies can help reduce unplanned downtime,” said Bob Roberts, Technical Operations, Thermo King Americas. “Behind that technology is a team of Thermo King experts to assess alarms, take corrective actions remotely, or guide drivers through remediation steps to get them back on the road and to their homes sooner.”

When a TRU alarm is received, the ROC service team springs into action, relying on defined and documented best-practice responses. Each alarm is critically categorized — from green alerts that do not require immediate reaction to red alerts that trigger smart routing protocols to send the driver to the closest of Thermo King’s more than 280 North American dealerships to fix the problem. 

Thermo King has been busy supporting vocational work truck fleets, expanding its telematics offering, partnering up with Xos on a prototype, donating thousands to charity benefits, and so much more. Stay up-to-date on all news and updates from Thermo King by signing up for our Work Truck eNewsletters today!