Department: Operations - Back of House
Reports To: Store Manager / Shop Manager / Shop Foreman
FLSA Classification: Exempt, Full-Time
Position SummaryThis position is responsible for accurately diagnosing complex vehicle issues, performing high-quality repairs, mentoring less experienced technicians, and ensuring every vehicle leaves our facility repaired the first time.A Master Technician is expected to consistently demonstrate exceptional diagnostic ability, efficiency, professionalism, integrity, and leadership while safeguarding our customers' safety and our company's reputation.This role requires a commitment to continuous learning, accountability, teamwork, and living out our Core Values every day. We are not looking for someone who simply replaces parts. We are looking for a true diagnostician who takes pride in solving problems and delivering an exceptional customer experience.
Essential Job ResponsibilitiesDiagnostic Excellence- Diagnose complex mechanical, electrical, drivability, HVAC, suspension, steering, brake, and engine performance concerns.
- Utilize factory information systems, scan tools, oscilloscopes, wiring diagrams, pressure testing equipment, and other diagnostic equipment effectively.
- Develop accurate diagnostic plans before recommending repairs.
- Prevent unnecessary parts replacement through proper testing and verification.
- Complete repairs according to manufacturer specifications and industry best practices.
Repair Quality- Perform repairs correctly the first time.
- Maintain exceptional workmanship on every repair.
- Conduct thorough pre-repair and post-repair inspections.
- Perform required pre- and post-repair road tests.
- Verify customer concerns have been completely resolved.
- Immediately communicate additional concerns discovered during repairs.
Digital Vehicle InspectionsEvery vehicle must receive a thorough inspection following company standards.
Responsibilities include:- Complete Digital Vehicle Inspections (DVI)
- Minimum six high-quality photos per inspection
- Clear technician notes explaining findings
- Priority recommendations
- Safety concerns clearly documented
- Communicate findings effectively to Service Advisors
Failure to complete inspections according to company standards may result in disciplinary action.DocumentationAccurate documentation is critical.
Technicians are responsible for documenting:- Concern
- Cause
- Correction (CCC)
- Diagnostic procedures performed
- Test results
- Labor operations
- Parts required
- Additional recommendations
- Warranty information when applicable
Documentation should allow another technician to fully understand the repair process.Customer Vehicle CareEvery customer's vehicle must be treated as though it belongs to a member of your own family.
Responsibilities include:- Use seat covers
- Use steering wheel covers
- Use floor mats
- Protect vehicle interiors
- Return seat and mirror positions
- Remove fingerprints
- Clean spills
- Return vehicle as clean or cleaner than received
Team LeadershipMaster Technicians are expected to lead by example.
Responsibilities include:- Mentor Apprentice Technicians
- Assist B and C Level Technicians
- Share technical knowledge
- Promote teamwork
- Help maintain positive shop morale
- Demonstrate professionalism under pressure
- Support company training initiatives
Shop StandardsMaintain an organized, safe, and professional work environment.
Responsibilities include:- Clean work bay daily
- Maintain toolbox organization
- Properly store equipment
- Return specialty tools
- Maintain lifts
- Report equipment failures immediately
- Follow all opening and closing shop responsibilities
- Participate in weekly shop cleaning
Safety ResponsibilitiesSafety is never optional.
Technicians must:- Follow OSHA safety standards
- Wear required PPE
- Wear safety glasses
- Properly support vehicles
- Follow lift safety procedures
- Report injuries immediately
- Maintain a clean and hazard-free workspace
Production ExpectationsMaster Technicians are expected to consistently meet or exceed production goals while maintaining exceptional quality.
Performance expectations include:
- 81+ flagged hours per pay period minimum
- High efficiency while maintaining quality
- Accurate diagnosis
- Minimal comebacks
- High productivity
- Consistent workflow management
Quality will always take priority over speed.Continuous LearningMaster Technicians are expected to remain leaders in the automotive industry.
Responsibilities include:- Maintain ASE Master Technician Certification (or obtain within an approved timeframe if hired without current certification)
- Attend company training
- Complete continuing education
- Stay current with evolving vehicle technology
- Participate in manufacturer and aftermarket training opportunities
Minimum Qualifications- Minimum 8 years professional automotive repair experience
- ASE Master Technician Certification preferred
- Advanced electrical diagnostic experience
- Advanced drivability diagnostic experience
- Advanced engine performance knowledge
- Ability to diagnose CAN Bus communication systems
- Ability to diagnose complex intermittent concerns
- Strong understanding of scan tool data
- Excellent written and verbal communication skills
- Valid driver's license
- Must remain insurable under the company's automotive insurance policy as a condition of employment
Physical RequirementsThis position regularly requires:- Standing for extended periods
- Walking
- Bending
- Kneeling
- Crawling
- Reaching overhead
- Lifting up to 50 pounds
- Working around moving vehicles
- Exposure to heat, cold, chemicals, and automotive equipment
Reasonable accommodations may be made for qualified individuals with disabilities.Performance ExpectationsSuccess in this role is measured by more than flagged hours. Master Technicians are expected to consistently demonstrate:
- Accurate diagnostics
- High repair quality
- Low comeback percentage
- High productivity
- Complete Digital Vehicle Inspections
- Proper documentation
- Excellent communication
- Team leadership
- Professional appearance
- Positive attitude
- Continuous learning
- Accountability
- Commitment to company processes
- Commitment to safety
- Exceptional customer care
Working ConditionsThis is a full-time, exempt position requiring flexibility to meet customer and operational needs. Overtime must be approved in advance. Technicians may occasionally be required to remain past their scheduled shift to complete repairs or ensure customer satisfaction in accordance with company policy.
"Key Performance Indicators (KPIs)":- Minimum 90% DVI
- Minimum 10 photos/videos per inspection
- Minimum 3 complete sentences for each inspection finding
- 81+ flagged hours per pay period (minimum expectation)
- Less than 2% comeback rate
- 100% QC compliance
- 100% pre- and post-repair road tests when required
- 100% CCC documentation completed on every repair order
- Maintain an insurable driving record
- Demonstrate leadership through mentoring apprentices and assisting teammates
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