Service Technician — select a tier
Junior
Junior Service Technician
Learning the Fergies service process. Escalates all decisions to Deputy WSM.
Efficiency: 80 to 90%
MidService Technician
Fully independent on all service tasks, resets and histories. Makes standard decisions.
Efficiency: 90 to 110%
SeniorSenior Service Technician
Sets the benchmark, mentors juniors and leads all service scope decisions.
Efficiency: 110% and above
Below 80% efficiency — performance review
Efficiency below 80% is not a technician tier at Fergies. Any technician operating consistently below 80% will be placed on a formal performance review with the Workshop Manager and owner.
Comeback policy — all tiers
Negligence comebacks are zero tolerance at every tier. Any negligence comeback triggers an immediate review with the Workshop Manager and owner.
Technical comebacks are targeted at less than 1% of jobs completed. These are tracked and reviewed to identify training needs.