You can press the cable in by hand, but there is a tool to firmly connect it into the shifter
Its impossible the mecanics dont use it but it's always possible he thought it was in 100% when it wasnt.
When the connectors of the cable and shifter have contact it will shift (even when not 100% correctly installed), it can shift for a very long time like this. But if your hands are on the shifters and you hit a hole in the road it's maybe just a millimeter that your shifter moves, but that could be enough to lose contact. If the cable is too much tightened it can also lose contact when its not connected properly.