Junior Troubleshooter Technician
Reports to: Workshop Manager · Efficiency: 80 to 90% · Progression: Performance-based
Purpose of the role
The Junior Troubleshooter Technician is responsible for delivering the Auto IQ 15-Stage diagnostic process to the Fergies standard. They are learning the process under WSM supervision and building the diagnostic foundation that the Fergies reputation is built on.
Who this person is
Technically curious, methodical and patient. Great diagnostic technicians are not the fastest people in the workshop — they are the most thorough. They enjoy working through a problem step by step and understand that a well-written Stage 1 plan is as important as the diagnosis itself.
Success at this level looks like
- Efficiency building steadily and sitting consistently between 80 and 90%
- Stage 1 diagnostics completed under WSM supervision, improving in speed and quality month on month
- Zero negligence comebacks
- Technical comebacks building to less than 1% of jobs
Diagnostic responsibilities
- Carry out Stage 1 of the Auto IQ 15-Stage diagnostic process under WSM supervision — steps 1 to 7, within the 45-minute allocation
- Produce a written Stage 1 test plan with WSM guidance — explaining every test required for Stage 2 in plain language
- Assist the Workshop Manager or Senior Troubleshooter on Stage 2 diagnostic work as directed
- Use manufacturer genuine diagnostic equipment only
- Document all diagnostic findings accurately on the job card
- Never present diagnostic findings or repair recommendations to a customer directly
Core responsibilities
- Carry out the Fergies SSS check on every vehicle assigned, under supervision while learning
- Follow the manufacturer workshop manual exactly
- Keep their bay clean and organised throughout the working day
Start of day
- Arrive in clean, presentable Fergies uniform
- Check all SSS tools — report any issues to WSM immediately
- Check all diagnostic equipment is updated and functioning — report any issues immediately
- Check all hand tools — report any issues immediately
- Check in with the WSM on the day's diagnostic jobs
During the day
- Work through diagnostic jobs under WSM supervision following the Auto IQ 15-Stage process
- Complete Stage 1 within 45 minutes and produce a written test plan before progressing
- Complete SSS check on every vehicle
- Complete job card and diagnostic report documentation immediately after each job
- 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 and diagnostic reports are completed fully
- Return all tools and diagnostic equipment to correct catalogued locations
- Leave the bay clean and organised
- Shut down the PC and apply any required updates
- Put the workshop phone on charge
- Raise any outstanding concerns with the WSM
Efficiency
Labour efficiency target
80 to 90%
Stage 1 time
Technical evaluation and write-up
Building to 45 minutes
Stage 1 write-up quality
Front of house ready
Improving to FOH ready standard
Negligence comebacks
Incorrect diagnostic process
Zero tolerance
Technical comebacks
% of jobs requiring return
Building to less than 1%
SSS inspection time
Per safety inspection
Building to 40 minutes
Personal and professional standards
The following standards apply every single day at every tier. There are no exceptions and they are not negotiable.
- 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
Diagnostic standards
- Always follows the Auto IQ 15-Stage process — never takes shortcuts regardless of how familiar the fault appears
- Never guesses a diagnosis — if the process does not confirm root cause, escalates rather than assumes
- Carries out the SSS check on every vehicle without exception
- Never communicates diagnostic findings or repair costs to a customer directly
Progressing to Troubleshooter Technician (Mid)
Progression is performance-based. No minimum time in role.
What must be demonstrated
- Efficiency consistently within or above the 80 to 90% band
- Stage 1 diagnostics completed independently within 45 minutes without WSM guidance
- Stage 1 write-ups produced independently and ready for front of house without amendment
- Stage 2 diagnostic work carried out competently when supporting the WSM or Senior Troubleshooter
- SSS inspections completed independently within 40 minutes
- Zero negligence comebacks sustained over a meaningful period
- Technical comebacks tracking at or below 1%