Field Service Expert

4 weeks ago

Edmonton, Canada Ford Motor Company Full time

The position of Field Service Engineering Specialist (FSE) supports our Ford + Plan of an ever-improving vehicle service experience, focusing on the Dealer Service Repair Process to impact Fix Right First Time (FRFT) goals, and overall quality of service performed for the customer.

BASIC QUALIFICATIONS
- Degree in Automotive Technology or Equivalent preferred
- Certified Automotive Technician with Industry and/or Ford Accreditation (Ford Master Technician Certification to be completed in a reasonable period once in FSE position)
- Able to travel 3-4 days a week, with potential overnight travel several times a month.
- Demonstrate a passion for customer service and satisfaction
- Self-starter able to guide own priorities and work with mínimal supervision
- Ability to coach dealers and regional team members, sharing technical expertise
- Strong communication, organization and presentation skills
- Ability to develop and analyze reports for current and future planning
- Working knowledge of Microsoft Office; Excel, Word, PowerPoint

PREFERRED QUALIFICATIONS
- Strong technical skills around vehicle diagnostics and repair
- Proficient in the use of general and Ford specific vehicle diagnostic tools (FDRS) Working knowledge of GCQIS, AWS, PTS, STARS, TFOAMS

We thank all applicants for their interest, but only those selected for an interview will be contacted.
Ford of Canada is an Equal Opportunity Employer and is committed to a culturally diverse workforce.

Accommodations for applicants with disabilities throughout the recruitment, selection and / or assessment processes, where needed, are available upon request. Please inform Human Resources of the nature of any accommodation(s) that you may require.
- Responsible for a Tech Zone of 36 dealers in B.C. (excludes Kootenay & Okanagan regions)
- Gather and analyze Tech Zone performance data such as FRFT, dispatch accuracy, hotline and Technical Assistance Request volume, and Technician training reports to determine priority and type of assistance, anticipating trends and adjusting for progress over time
- Improve Dealership shop competencies and repair processes to strengthen overall dealership service operations through targeted and focused Dealership Vehicle Repair Internal Escalation Process installations.
- Provide causal analysis and Service Repair Process recommendations for escalated dealer repair assistance through Technical Assistance Request closure reports to improve dealer, hotline, and engineering processes
- Assist dealership with short/long term Technician training plans to achieve and maintain Service Technician Specialty Training (STST) competency
- Support Dispatch Flexibility Program by reviewing Dealer requests for STST Edit Deferrals, and by conducting Technician training meetings at identified Dealers
- Improve shop performance and efficiency with special tool and general service equipment recommendations, through needs analysis to support sales growth
- Conduct Rotunda Tool and Equipment Assessments at identified Dealers
- Support dealer retail growth during Dealership Vehicle Repair Internal Escalation Process installations, and Technical Assistance Request visits
- Support the implementation of service transformation initiatives (See What I See Headset)
- Support in-field product concern investigations and solutions, impacting improved quality
- Appropriately document all repair directions as per Ford policy to provide data for internal Ford departments (Hotline, Engineering, FoC Field, FCSD, Office of General Council, etc.)
- Maintain continuous communication with the dealer, and Ford of Canada Management regarding dealer performance throughout all dealer touchpoints

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