Senior Troubleshooter Technician

Reports to: Workshop Manager · Efficiency: 110% and above · Technical authority of the workshop

Purpose of the role

The Senior Troubleshooter Technician is responsible for delivering the Auto IQ 15-Stage diagnostic process to the Fergies standard. They are the highest technical authority in the Fergies workshop — handling the most complex diagnostic cases, supporting the entire repair team and developing junior troubleshooter technicians.

Who this person is

Expert, methodical and genuinely passionate about diagnostics. They have deep knowledge across the full Fergies vehicle range and communicate with the same clarity and precision whether writing a Stage 1 plan, briefing front of house or coaching a junior technician. They set the diagnostic standard for the entire business.

Success at this level looks like

Efficiency consistently at 110% or above
Every Stage 1 write-up to the highest standard, ready for front of house without amendment, every time
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, to the highest standard of written output in the business
Produce Stage 1 write-ups that are always front of house ready — specific, clear and written in plain language
Carry out Stage 2 of the Auto IQ 15-Stage process independently including the most complex multi-system faults across the full Fergies vehicle range
Produce full Stage 2 diagnostic reports giving front of house everything they need to quote accurately
Use manufacturer genuine diagnostic equipment only
Never present diagnostic findings or repair costs to a customer directly

Workshop leadership responsibilities

Provide technical diagnostic support to the full repair team on any job where their scope has been exhausted — this is a core responsibility, not an add-on
Actively mentor junior troubleshooter technicians through the Auto IQ 15-Stage process
Support the Workshop Manager in identifying training needs across the diagnostic team

Core responsibilities

Carry out the SSS check on every vehicle independently within 40 minutes to the highest documentation standard
Follow the manufacturer workshop manual exactly without exception
Maintain a clean, organised bay that sets the example for the entire workshop

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 check in with junior troubleshooters on their first jobs

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
Support repair technicians and junior troubleshooters with 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 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

110% and above

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

Junior development

Mentoring contribution

Visible improvement in juniors

Full diagnostic authority

Full Stage 1 and Stage 2 diagnostic work across the complete Fergies vehicle range including the most complex multi-system faults
Stage 1 and Stage 2 written outputs passed directly to front of house
Technical support and repair direction to any repair technician in the workshop
Coaching and development decisions for junior troubleshooter technicians
SSS inspection, documentation and recommendations

Escalated to the Workshop Manager

Any fault where the full Auto IQ 15-Stage process has been completed and root cause still cannot be confirmed
Any vehicle requiring a decision about whether to continue a job based on cost versus value
Any performance or conduct concerns within the diagnostic or repair team
All customer contact — always through front of house regardless of tier

Personal and professional standards

The following standards apply every single day at every tier. There are no exceptions and they are not negotiable. As Senior Troubleshooter Technician these must be visibly modelled for every colleague in the workshop.

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