Our warehouse forklift truck broke down in the yard, who handles heavy recovery?

[blaiseholden]

I work as a supervisor at a small packaging warehouse, and this week we had a problem I never dealt with before. One of our delivery trucks, a 2015 Isuzu with about 210,000 kilometers, stopped in the loading yard fully loaded with boxes, and the gearbox would not go into any gear. The driver tried for twenty minutes, and then the whole yard got blocked because the other trucks could not get in or out. My manager was shouting, the customers were waiting, and I had no idea who to call. One of our workers said to call his cousin who has a normal pickup tow truck, but I doubted that could carry a loaded truck of that size. Another worker said we should unload everything first and then call a small recovery vehicle, but that would take hours and we did not have enough hands. I read a page from a workshop in Sharjah about vehicle recovery, and it explained that heavier vehicles need the right type of truck, that the load weight matters, and that a good service asks about the vehicle size before quoting a price. That made me realize we were thinking about it all wrong. Since our yard is close to the industrial area, I typed Professional vehicle recovery in Industrial Area 10 into my phone that afternoon, mostly to see who handles commercial vehicles and not only cars. So here is what I want to ask. How do you know if a recovery service can really handle a loaded truck, do you ask for the truck type or capacity before they come? Is it normal to unload first, or can they lift it with the cargo inside? Also, do they usually take it to a workshop of your choice, or only to their own place? One more thing, should the price be fixed before they leave, and does it change if the yard is tight to reach? If you manage a fleet or work in a warehouse, please tell me who you call and how fast they usually arrive. Thanks everyone.