Troubleshooter Technician

Reports to: Workshop Manager · Efficiency: 90 to 110% · Progression: Performance-based

Purpose of the role

The Troubleshooter Technician is responsible for delivering the Auto IQ 15-Stage diagnostic process to the Fergies standard. They operate independently across Stages 1 and 2 and provide technical support to the repair team.

Who this person is

Technically confident, clear in their thinking and precise in their communication. They understand that a correct diagnosis with a poorly written plan costs the business as much as an incorrect one. They take as much pride in the quality of their written output as in the accuracy of their diagnostic work.

Success at this level looks like

Efficiency consistently within the 90 to 110% band
Stage 1 completed independently within 45 minutes every time, write-ups front of house ready without amendment
Zero negligence comebacks
Technical comebacks less than 1% of jobs

Diagnostic responsibilities

Carry out Stage 1 of the Auto IQ 15-Stage process independently — steps 1 to 7, within 45 minutes
Produce a completed Stage 1 written test plan that is front of house ready without requiring WSM amendment
Carry out Stage 2 of the Auto IQ 15-Stage process independently — steps 8 and 9 — following the Stage 1 plan precisely
Produce a full Stage 2 diagnostic report confirming root cause, recommended repair and parts required
Use manufacturer genuine diagnostic equipment only
Never present diagnostic findings or repair costs to a customer directly

Repair technician support

Provide technical diagnostic support to repair technicians on complex jobs as directed by the WSM
Help repair technicians interpret fault codes and identify the correct repair path

Core responsibilities

Carry out the Fergies SSS check on every vehicle independently within 40 minutes
Follow the manufacturer workshop manual exactly

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
Review the day's diagnostic jobs and confirm any preparation needed

During the day

Work through diagnostic jobs independently following the Auto IQ 15-Stage process
Complete Stage 1 within 45 minutes and produce a front of house ready write-up before Stage 2 begins
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

90 to 110%

Stage 1 time

Technical evaluation and write-up

45 minutes consistently

Stage 1 write-up quality

Front of house ready

100% of write-ups, no amendment needed

Negligence comebacks

Incorrect diagnostic process

Zero tolerance

Technical comebacks

% of jobs requiring return

Less than 1%

SSS inspection time

Per safety inspection

40 minutes, every time

What a Troubleshooter Technician can action independently

Full Stage 1 and Stage 2 diagnostic work across the complete Fergies vehicle range
Stage 1 write-up and Stage 2 diagnostic report passed directly to front of house
Technical support decisions when assisting repair technicians on complex jobs
SSS inspection, documentation and recommendations

What is escalated to the Workshop Manager

Any diagnostic job where Stage 1 and Stage 2 have been completed but root cause cannot be confirmed
Any vehicle condition that significantly changes the scope or cost of the job
All customer contact — always through front of house

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
Stage 1 write-ups are always front of house ready — no jargon, no vague language

Progressing to Senior Troubleshooter Technician

Progression requires consistently exceeding the mid-tier efficiency band and demonstrating diagnostic depth across a wide range of fault types. No minimum time in role.

What must be demonstrated

Efficiency consistently at or exceeding 110% over a sustained period
Stage 1 consistently completed within 45 minutes, write-ups consistently highest standard
Stage 2 diagnostic conclusions consistently accurate across a broad range of complex fault types
Technical support to repair technicians provided confidently without WSM escalation
Zero negligence comebacks sustained over a meaningful period
Technical comebacks consistently below 1%