Field Service Engineer

Job Summary:

This position has overall responsibility for handling core Service Engineering & Operations (SE&O) functions in assisting Ford Dealerships and their Technicians on both hard to fix vehicles issues or non-repair technical questions in their respective regions. This position will be working with Ford dealerships to ensure all technical process has been implemented and following the right process including technician's competency and ESST+SST are in place and ready to service.

Responsibilities:

Improve technical communication:

Attend daily review of open issue from HAR with Tech's HL team to ensure all issue at dealership need to be solve at first time service.

Sharing the right repair process to Tech's HL, Technical Trainers and Technical Support Specialist to develop SSM and share to dealership to improve FIRFT

Working together with ASEAN Quality Specialist Engineer to support CMT process

Support dealerships and Regional team members by handling requests for vehicle repair assistance and non-repair technical support, as assigned by the market Service Engineering Operations Manager (SEO)

The FSE provides repair assistance for vehicles the dealership has been unable to repair, even after contacting the Technical Hotline.

The FSE provides non-repair technical support in areas such as technician training, tools/equipment and dealership process improvement

Handle requests for assistance received directly from dealerships or Regional personnel (Zone Manager), as appropriate.

Prevent buy back vehicle from customer

Identify and document root cause of repair assistance requests assigned for handling.

Expand the overall repair capability of assigned dealers by motivating them to:

Manage Ford Dealership to ensure number of technicians and level mixed meet the target.

Support Dealership to set up development plan to improve technician competence.

Ensure the needed tools and equipment are available to perform proper diagnosis & repair and help dealers to monitor number of tools set are to be enough to support at dealers service.

Implement/monitor key processes that needed to support proper diagnosis and repair.

Utilize dealer technical performance reporting to proactively identify and prioritize opportunities for improvement at the dealership.

Support dealership to manage the warranty parts review and disposal process at dealers.

Assessment technicians competency and provide feedback to training department to align with the technical training core

Support customer satisfaction through the following enablers:

Providing timely response and accurate repair assistance by keeping Master training.

Assisting, fixing and prevent buy back vehicle from customer.

Documenting root cause of vehicle concerns in EDSR, HAR and approve to GCQIS.

Helping dealerships identify opportunities for improvement in their repair and technical customer handling processes (FIRFT) and assisting the dealerships with making the improvements.

Assisting dealerships to establish short/long term technician training plans to maintain shop competency.

Supporting company efforts to recruit, recognize and reward dealer technicians.

Meeting with customers, when necessary, to help resolve technical concerns they may have with their vehicles.

Qualifications:

Education Qualification: Bachelor's degree in Mechanical or related field.

No. of Years of Experience: At least 5 to 7 years in Automotive Industry is a plus

Professional Exposure (Technical Skills): Engineering background in Automotive Industrial is preferable

Preferred previous experiences: Mechanical aptitude

Functional Skills: Good English proficiency communication, reading and writing Computer literacy level

Behavioral Skills: Good presentation skill, Communication and interpersonal skills

Special Knowledge/Skills Required: Work well under pressure and highly achievement oriented, Self driven and motivated with a positive attitude

Any Others: Ability to develop open and cooperative dealer relations, Willingness to travel, Knowledge of dealership Network