The importance of soft skills in technical roles in fleet and automotive
WORDS BY ANBY ALCOMENDAS
Technical roles sit at the centre of every fleet and automotive operation. Technicians diagnose faults, workshop controllers manage tight schedules, and service teams keep vehicles safe and compliant. While strong technical knowledge remains essential, soft skills now play an equally important part in job performance. In busy fleet environments, communication, teamwork and problem-solving can be just as valuable as the ability to repair a vehicle.
Why soft skills matter more today
Modern vehicles are more complex, and technology inside workshops continues to evolve. This means staff need to share information clearly, adapt quickly and work well under pressure. Many fleets also face increased customer expectations, greater safety requirements and tighter operating budgets. As a result, technical skill alone is no longer enough. Soft skills help bridge gaps between people, processes and technology, leading to better outcomes across the operation.
Key soft skills that support technical work
Across the fleet and automotive sector, a small number of soft skills stand out as particularly important:
Communication
Clear communication reduces misunderstandings during handovers, improves accuracy in job cards and helps customers understand the work being done. Poor communication, by contrast, can lead to rework and safety concerns.
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Problem-solving
Technicians often face faults that do not match initial symptoms. Being able to ask the right questions, break down information and think creatively leads to faster and more accurate diagnoses.
Teamwork
Workshops run smoothly when people support each other, share expertise and coordinate tasks. Strong teamwork reduces downtime and strengthens workshop culture.
Customer service
Service advisors and frontline staff manage expectations, explain repair needs and help drivers feel confident about the process. Good customer service builds trust, which is vital for fleet partnerships.
Emotional intelligence
Being aware of stress, staying calm during busy periods and understanding others’ perspectives helps create a safer, more productive workplace.
How soft skills improve operational outcomes
Soft skills influence several key performance areas that matter to fleet managers:
• Higher safety standards— Better communication prevents critical errors, especially when vehicles move between shifts or technicians.
• Lower rework rates— Clear notes, better listening and accurate questioning reduce the chance of missed information.