How To Provide Confident Leadership In The Maintenance Shop & Other Unfamiliar Territories

Shown, left to right, at Panorama Tours are diesel fleet mechanics Jan Drozd and Arnaldo Espana-Nunez, along with shop foreman Krzystof Swajkos. (Photo courtesy of Panorama Tours)

By Michelle Petelicki, President of Panorama Tours

Many motorcoach company owners came up through the shop or spent years behind the wheel. They’ve diagnosed engine issues on the fly and built a deep understanding of the technical side of the business. My path was different. When I joined the family business, the shop was my point of greatest vulnerability. I didn’t grow up as a mechanic or driver. I came in from the administrative and operational side and quickly realized that leading the maintenance function would be one of my biggest challenges.

Even so, as the company’s president, I’m responsible for the safety, performance, and reliability of our fleet. I had to find my way to lead where I wasn’t the expert. What I’ve learned is that leadership in the shop isn’t about having technical skills. It’s about presence, communication, systems, and trust.

You don’t need to be the most mechanically inclined person in the room to make a meaningful impact. And in fact, this mindset applies not just to the shop, but to any department where you’re not the subject-matter expert. If you’re an owner or leader who feels just a little out of place in a particular area, here are some practices that have truly worked for me:

1. Show Up Anyway — You don’t have to understand every mechanical detail to be present. Walking through the shop, checking in with your technicians, and asking questions (even basic ones) sends a clear message: this space matters. So do the people in it. Over time, that presence builds trust.

One of the earliest lessons I learned from my father was that leadership starts with listening and showing up. Earning trust by being present, even when you don’t have all the answers, shows humility, commitment, and a willingness to learn. These are qualities that not only strengthen relationships but quietly shape the culture you’re working to build.

2. Build Systems, Not Just Schedules — A good PM schedule is essential, but what makes it sustainable is the system behind it. That includes how maintenance is documented, how issues are escalated, and how inspections are tracked. My role isn’t to design every process. It’s to ensure the systems support consistency, accountability, and safety. We rely on digital logs, scheduled audits, and standardized checklists to help us stay ahead of potential issues.

Whether it’s the shop or another department, strong systems allow a team to function with clarity and independence.

3. Empower The Right People — Every department runs on trust. That starts with hiring for more than just skill; it’s about integrity, attitude, and the ability to contribute meaningfully to the team.

Our shop foreman is deeply experienced, and while English isn’t his first language, his professionalism, work ethic, and quiet leadership have made him an indispensable part of our operation. He leads by example, consistently delivering high standards through his actions. My job is to make sure he has the support and tools he needs to lead in a way that aligns with his strengths. That same philosophy applies across the board: let your experts lead in their lane and be the support structure that helps them thrive.

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   Michelle Petelicki

   Communicate Relentlessly And Thoughtfully — When communication breaks down, performance does too. We’ve learned that regular, structured check-ins matter, both formal and informal. Weekly maintenance meetings, continuous status huddles, and real-time updates help us keep everyone aligned. We also use shared email inboxes (like mechanic@ptibus.com) that auto-distribute messages to key personnel. That way, issues aren’t siloed, and responses don’t bottleneck with one person.

Whether it’s the shop, sales, or dispatch, when everyone gets the same message at the same time, decision-making becomes faster and more consistent.

5. Normalize The Feedback Loop — Every road call, breakdown, or equipment issue should be treated as a chance to improve. I’ve learned not to sweep uncomfortable issues under the rug. Instead, we debrief. What failed? Could we have caught it sooner? What can we adjust moving forward?

That mindset helps us avoid blame and focus on progress. This isn’t just a shop principle; it’s a standard key component of good leadership. When practiced consistently, this creates a culture of openness, accountability, and continuous improvement across the entire organization.

6. Stay Curious, Not Controlling — I don’t need to know how to rebuild a turbo, but I do need to know when one fails, why it failed, and how that impacts operations.

Staying curious, without micromanaging, has allowed me to stay connected to what’s happening in the shop, while giving my team room to lead with their expertise.

Where You’re Least Comfortable Might Be Where You’re Most Needed

At the end of the day, the shop is where your company’s promises either hold up or fall apart. You may not be the person under the coach with a flashlight and a torque wrench, but you are the person who sets the tone, provides the resources, and ensures your team is aligned.

And this applies far beyond the shop. As leaders, we often find ourselves responsible for areas we don’t fully understand. That’s not a limitation, it’s an opportunity. The job isn’t to be the expert in every room. It’s to make sure every room has what it needs to thrive.

If you haven’t walked through your own shop, or any department you find unfamiliar lately, take the time. Ask questions. Sit in on the process. Send a message that says: “This work matters. You matter.” Because leadership isn’t about doing every job. It’s about building a company where every job can be done well.

Michelle Petelicki is the President of Panorama Tours, a woman-owned motorcoach company based in Wallington, NJ. Founded in 1995, Panorama Tours is known for its commitment to safety, reliability, and personalized group transportation services. Visit: www.PanoramaBusTours.com.