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Remember, Negative Pushes, Positive Pulls, and Always clean your toys before you put them away.
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The best technicians, advisors, and managers understand something different: documentation isn't paperwork... It's profit.
In this episode of the Wrench Turners Podcast, Justin Gonzalez shares his journey from Apple and Lexus to leading warranty support for a growing RV manufacturer. Along the way, he learned that documenting repairs, telling better stories, and proving your value doesn't just improve warranty approvals. It can change your entire career.
We discuss:
• Why documentation is one of the highest ROI skills in the industry
• How selling service starts with understanding the product
• The mistakes shops make with onboarding
• Lessons from rebuilding a struggling Jaguar Land Rover service department during COVID
• How to present your value when asking for a raise
• The realities of warranty administration across 24 dealerships
• Why taking a moment to reset can make you a better technician and teammate
Whether you're a technician, service advisor, foreman, warranty administrator, or service manager, this episode will change how you think about the notes you write every day.
Negative Pushes.
Positive Pulls.
God Bless.
j.
Follow Justin
https://www.linkedin.com/in/justinremotevans/
⚠️ Disclaimer:
I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence.
What Service Managers DON'T know about PROFIT - Pete Fisher CFO on Wrench Turners Podcast
Season 4
Friday, August 28, 2026 • Duration 46:01
What’s the biggest expense inside a dealership?
According to CFO Pete Fisher, it’s people. Not because people are the problem, but because payroll, compensation, benefits, and personnel costs make up one of the largest pieces of the dealership P&L.
In this episode of Wrench Turners Podcast, Pete breaks down dealership finances in a way service managers, fixed ops directors, advisors, and technicians can actually use. We talk about month-end pressure, open ROs, payroll, comp plans, forecasts, gross profit, expenses, and why service advisors need to understand that their job is sales, not order-taking.
The biggest takeaway is simple: if expenses are too high, you only have two real options. Cut, or sell more. And in a service department, selling more starts with increasing hours per RO, growing gross profit, and building a team that understands how the business actually works.
This is a tactical conversation for anyone in fixed ops who wants to understand the numbers behind the store.
The Wrench Turners Podcast is about improving the life, well-being, and productivity of mechanics everywhere.
why dealerships lose their best technicians and how to keep them - Nicholas Martin on WTP
Season 4
Friday, August 21, 2026 • Duration 52:00
What happens when a dealership develops an exceptional technician but gives them nowhere to go next?
Nicholas Martin began his automotive career pushing a broom, cleaning tools, and learning from every technician in the workshop. He eventually became a Mercedes-Benz Certified Diagnostic Technician before moving into OEM technical support and dealer advisory, helping dealerships solve difficult technical and business problems across Australia.
In this episode, Nicholas explains why dealerships often lose their best technicians and what leaders can do to keep them. The answer isn’t always more money. Experienced technicians need meaningful progression, greater responsibility, continued development, and opportunities to use their knowledge beyond producing hours in a service bay.
Joshua and Nicholas also discuss apprenticeship, mentorship, advanced diagnostics, technical documentation, customer trust, OEM support cases, and the value of using a whiteboard to work through complicated vehicle problems. Nicholas closes with an important reminder for every technician: nobody will advocate for your career more strongly than you will.
This conversation is for technicians, shop foremen, service managers, fixed operations leaders, dealer principals, and anyone responsible for developing and retaining automotive talent.
Subscribe to the Wrench Turners Podcast for more conversations designed to help technicians live happier, healthier, and more productive lives.
He wanted to quit, so he became world #2 - Jamie Robinson on Wrench Turners Podcast
Season 4
Friday, August 14, 2026 • Duration 39:18
Jamie Robinson almost left the trade in his first year. He hated it. He felt like he wasn’t good enough. He wanted out.
Then everything changed.
Jamie found the right people. He asked for help. He chased the hard jobs. He learned diagnostics. He got better one day at a time. Years later, he won the UK skills contest and went to Seoul to compete for Hyundai on the world stage. He finished second in the world.
This episode is about what happens when a young tech is almost pushed out of the trade, but keeps going anyway.
We talk about bad first years, shop culture, mentors, foremen, apprentices, diagnostics, and why the best techs slow down before they speed up.
Jamie's best advice is simple: Don't be too proud to seek guidance.
The Wrench Turners Podcast is about improving the life, well-being, and productivity of mechanics everywhere.
I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence.
What great shops do DIFFERENTLY - Earned Influence S4E3
Thursday, August 13, 2026 • Duration 14:48
What separates a great shop from everybody else?
Patty Ruggia has spent years seeing dealerships from the recruiting side. Jade Price sees the industry from inside the workshop. Their answers point back to the same things: leadership, recognition, communication, customer experience, and the culture created inside the shop.
We also get into why constantly correcting people can destroy trust, why great shops make customers feel like part of the community, and how the attitude of one leader can spread through an entire team.
What did the best shop you’ve ever worked in do differently?
What’s actually getting BETTER in Automotive? - Earned Influence S4E2
Wednesday, August 12, 2026 • Duration 12:53
We spend a lot of time talking about what’s wrong with the automotive industry.
So Jade Price asked a different question:
What’s actually gotten better?
Patty Ruggia talks about the growth of dealership support teams and the increased respect being given to technician education.
Jade shares what she’s seen from more women entering the trade and how social media has created a much bigger community of technicians willing to help, share knowledge, and support each other.
And the conversation eventually comes back to something simple:
Maybe we need to spend a little more time recognizing what’s improving.
What’s the biggest positive change YOU’VE seen in automotive?
We keep promoting Technicians who were NEVER taught to LEAD - Earned Influence S4E1
Tuesday, August 11, 2026 • Duration 27:22
Being the best technician in the shop doesn't automatically make someone ready to lead it. But across the "we fix things" industries, that's often exactly how shop foremen are chosen.
They're great diagnosticians. They're productive. They're experienced. They know the vehicles. Then one day they're responsible for leading people.
In this episode of Earned Influence, Patty Ruggia, Jade Price, and Joshua Taylor dig into what actually separates a technically capable shop foreman from an effective leader.
We talk about why communication matters just as much as diagnostic ability, why empathy should be treated as an operational tool, how trust is earned through action, the importance of one-on-one conversations, and why the difference between saying “my team” and “our team” might matter more than you think.
Jade also shares a personal example of what happened when a leader took the time to listen, understand what she was dealing with, and create an environment where the rest of the shop supported her too.
The question isn't whether your shop foreman can fix the hardest car in the building.
It's whether anyone ever taught them how to lead the people fixing them.
This is Earned Influence on The Wrench Turners Podcast.
Send this episode to a service manager, shop foremen, advisor, technician, or fixed-operations leader who wants their departments to work better together.
Negative pushes.
Positive pulls.
More Tools, Worse Service: Are Service Advisors Overloaded? | 10 Mill Mastery
Monday, August 10, 2026 • Duration 15:18
Dealerships have added BDCs, technician videos, digital inspections, AI, warranty processes, new software, and more administrative responsibilities.
So why does the customer experience often feel the same—or even worse?
In this Ten Mil Mastery conversation, Marshall, Josh Arnold, Brent Osmond, and Joshua Taylor compare automotive and heavy-duty service departments, examine how the service advisor role has changed, and discuss the administrative work increasingly being pushed onto technicians.
The problem may not be the technology itself.
The problem is adding tools without delivering the training, expectations, leadership, and measurement required to use them successfully.
The practical takeaway for dealers is straightforward:
Map every task your advisors and technicians perform.
Separate customer relationship work from purely administrative work.
Train each process clearly.
Measure whether the process improves communication, productivity, customer satisfaction, and profitability.
Every new tool should make it easier for your people to care for the customer. It shouldn’t simply become another task they’re expected to manage.
What’s one process in your store that has become more complicated than it needs to be?
Customer Satisfaction Is NOT the Goal | Attilio Guidetti on Wrench Turners Podcast
Season 4
Friday, August 7, 2026 • Duration 54:55
Attilio Guidetti has gone from automotive school and race-team work in Bologna to leading Ducati service operations across 15 Asia-Pacific markets. Along the way, he’s worked as a technician, service advisor, international trainer, business owner, and aftersales leader.
In this episode, we discuss why skilled technicians can still struggle inside poorly managed shops, why customer experience and profitability must work together, and why service improvement has to begin with ownership, leadership, clear expectations, and meaningful KPIs.
Attilio also shares how he learned English in three months to earn an international training opportunity, why technicians should begin developing for their next role before they feel ready, and what it actually takes to move from the workshop into management.
This conversation is for technicians, foremen, service advisors, service managers, fixed operations leaders, and shop owners who want to build stronger careers, teams, and businesses.
Subscribe to the Wrench Turners Podcast for conversations designed to help technicians live happier, healthier, more productive lives.
Negative Pushes.
Positive Pulls.
God Bless.
j.
Follow Attilio
https://www.linkedin.com/in/service-manager/
⚠️ Disclaimer:
I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence.
Your Customer Doesn’t Care Which Department Failed | S3E3 Earned Influence
Wednesday, August 5, 2026 • Duration 12:38
Your customer doesn’t experience your dealership as service, parts, sales, and BDC.They experience one dealership.When an appointment is mishandled, a call isn’t returned, a part update never arrives, or departments blame one another, the customer doesn’t care which team caused the problem. They only know the dealership failed to solve it.In the season finale of Earned Influence Season 3, Mindy Williams, Kaylee Felio, Wendy Reeves, and Joshua Taylor discuss how service, parts, and the BDC can stop working in silos and start winning together.Wendy explains why dealerships are underusing their BDC teams. Beyond setting appointments, the BDC can support advisor overflow, missed calls, special-order parts updates, recall communication, customer retention, and relationship building.Kaylee discusses the importance of understanding the person behind the department. The parts employee who appears difficult may be managing technicians, advisors, warranty claims, inventory, and customer requests simultaneously. Sometimes the most useful question is simply, “Are you okay, and how can I help?”Mindy brings the conversation together with one clear message:“Just seeing each other as a whole rather than breaking it up into departments.”This episode covers departmental silos, internal communication, BDC utilization, employee workload, customer follow-up, cross-department relationships, and why every dealership must organize around the customer instead of its org chart.Send this episode to a service manager, parts manager, BDC manager, advisor, technician, or fixed-operations leader who wants their departments to work better together.Negative pushes. Positive pulls.God Blessj.Featuring:Wendy Reeves of BDC Angelshttps://www.linkedin.com/in/wendy-reeves/https://www.linkedin.com/company/bdcangels/Mindy Williams of Carter Myers Automotivehttps://www.linkedin.com/in/mindy-williams-700b791b7/https://www.linkedin.com/company/carter-myers-automotive/Kaylee Felio of PartsEdgehttps://www.linkedin.com/in/kayleefelio/https://www.linkedin.com/company/partsedge-inc-/Hosted by Joshua TaylorListen to The Wrench Turners Podcast:Spotify:https://open.spotify.com/show/1ScwRP0DFMtDsp83JxPhPK?si=26aeb4be65da45ebInstagram:https://www.instagram.com/mrjoshuataylor/LinkedIn:https://www.linkedin.com/in/mrjtaylor/⚠️ Disclaimer:I’m a licensed mechanic. That doesn’t mean I know what I’m doing, whether it’s fixing things or filming things. Do your own due diligence.Chapters00:00 Why Departments Become Silos02:18 BDC as the Glue03:14 Parts Communication Gaps03:56 Service Call Overflow05:11 Help Us Help You06:54 Helping Departments Win07:21 See the Human09:18 The Cost of Silos
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