Why service departments are struggling to keep their best technicians

A survey probing auto technicians about their work in the industry reveals that service centers could be doing more to retain and attract top talent.  

The details: The survey – conducted by the online platform WrenchWay − was drawn from the responses of nearly 5,000 technicians about various aspects of their employment, including work conditions, pay structure, and work schedules.

• 87% of the respondents said having the proper equipment was important, while 13% indicated it would be nice to have.

• Of the technicians surveyed, 36% prefer an hourly/salary pay structure, with 25% liking an hourly rate with production bonuses.   

• 32% of the respondents prefer a four-day/10-hour workday, with another 32% saying they like five days/eight hours.   

Digging deeper: The survey also highlights how daily work commutes can impact a retail store’s ability to attract new talent and how surprisingly how far that talent might be willing to travel for employment.

• 8% of respondents said that they would make a daily commute of 15 minutes or less.

• Of those surveyed, 35% indicated that they would travel 16 to 29 minutes for employment.

• 48% of respondents said they would commute 30 to 59 minutes for employment, with any distance longer getting few likes.    

Between the lines: Overall, the survey reveals that many employers are missing the mark when it comes to ensuring that their technicians are satisfied at work. In some cases, service centers appear to be losing ground in meeting the needs of employees. Which is especially alarming as the auto industry faces a critical shortage of technicians.

• This year’s survey found that technician satisfaction with current employers is 34%, down 13% from last year.

• Only 28% of respondents said the service department does a good job of teaching new techs and compensating mentors, down 14% from last year. 

• The number of technicians who felt their shops provide good benefits was 53%, down 10% from last year.  

Bottom line: Proper equipment, competitive pay structures, and flexible schedules are no longer negotiable — they’re baseline requirements for auto technicians. And as satisfaction with benefits plummets — service departments must rethink how they support and value their techs.

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