Senior Service Technician
Reports to: Workshop Manager · Efficiency: 110% and above · Mentors: Junior Service Technicians
Purpose of the role
The Senior Service Technician is the benchmark. They operate at 110% efficiency and above, set the standard for quality and professionalism across the service team, and actively mentor junior technicians. They are trusted to make all service scope decisions independently and to demonstrate every day what a Fergies technician looks like at their best.
Success at this level looks like
- Efficiency consistently at 110% or above
- Zero negligence comebacks, sustained without exception
- Technical comebacks consistently below 1% of jobs
- SSS inspections completed within 40 minutes every time to the highest documentation standard
- Junior technicians visibly improving as a direct result of their mentoring
Core responsibilities
- Carry out manufacturer-specified servicing independently and to the highest Fergies standard
- Follow the manufacturer workshop manual exactly on every job without exception
- Carry out the SSS check on every vehicle independently, within 40 minutes, to the highest documentation standard
- Complete all service resets and history updates accurately and independently
- Maintain a clean, organised bay that sets the example for the rest of the team
Leadership responsibilities
- Actively mentor and support junior service technicians through example, coaching and feedback
- Support the Workshop Manager in identifying where junior technicians need further development
- Flag any workshop quality, process or conduct concerns to the Workshop Manager promptly
Start of day
- Arrive in clean, presentable Fergies uniform
- Check all SSS tools — report any issues to the WSM immediately
- Check all hand tools — report any issues to the WSM immediately
- Review the day and check in with junior technicians on their first jobs
During the day
- Work through jobs independently, setting the efficiency and quality standard
- Complete SSS checks within 40 minutes to the highest documentation standard
- Support junior technicians with questions and guidance as needed
- Empty the bay bin before it overflows Bin SOP
- Return all tools to their exact catalogued location Tool Finder SOP
End of day
- Confirm all job cards are completed accurately
- Leave the bay in exemplary condition
- Shut down the PC and apply any required updates
- Put the workshop phone on charge
- Raise any development observations with the WSM
Efficiency
Labour efficiency target
110% and above
Negligence comebacks
Process errors
Zero — no exceptions
Technical comebacks
% of jobs requiring return
Less than 1%
SSS inspection time
Per safety inspection
40 minutes, every time
Documentation quality
Advisory detail and accuracy
Highest standard, no follow-up required
Junior development
Mentoring contribution
Visible improvement in juniors
Personal and professional standards
The following standards apply every single day at every tier. As Senior Service Technician they must also be visibly modelled for junior colleagues.
- Wear the Fergies uniform every day — clean and presentable at the start of every shift
- Check all SSS tools at the start of each day — report any faults immediately
- Check all hand tools at the start of each day — report any faults immediately
- Empty the bay bin before it overflows Bin SOP
- Return every tool to its exact catalogued location after every job Tool Finder SOP
- Shut down the PC at the end of every working day and apply any required updates
- Put the workshop phone on charge at the end of every working day
Technical standards
- The benchmark — their work, attitude and conduct is what others are measured against
- 110% efficiency is the expectation, not the aspiration
- Zero negligence comebacks — at this tier a negligence comeback is treated very seriously
- Carries out the SSS check on every vehicle without exception and to the highest documentation standard
- Treats mentoring as a genuine responsibility, not optional or occasional