FORD Việt Nam ★ 3.8

The position is outlined in the following:
General duties:
1. Technical communication.
Field Service Engineers (FSE) need to be proactively in Technique operations, included:
- Connect working teams (Dealership, Plant Engineering team, Regional Technical teams, ...).
- Sharing the solutions to improve technical concerns or/and prevent the issues arising from the market.
- Organizing Technical Consultations/Technical Workshop.
- To develop the Technical Bulletin and share to dealership to improve Fix It Right the First Time (FIRFT).
2. Provide technical support.
- Follow the Technical Support Process, the FSE provides technical assistance for concerns that dealership has been unable to fix it (remotely assistance, on-site assistance).
- Coaching dealer’s Technicians.
- Provides other support in areas such as technician hand-on training, tools/equipment and workshop process improvement.
- Prevent repeat repair.
- Identify and document root cause of repair assistance requests assigned for handling.
+ Communicate root cause and any related recommendations to dealer’s management and appropriate regional team members.
+ The FSE also monitors root cause, recommendation information for dealerships and follow-up as needed.
3. Expand the overall repair capability/Dealer Development.
- Ensure dealer’s technicians under its management to attend the training courses and achieve level mixed as target.
- Develop the plan to improve technician competence.
- Periodically evaluate the technical service health (Service shop process, Essential special tools, Service shop tools/equipment, ...) to get opportunities for improvement at the dealership.
- Implement/monitor key processes that needed to support proper diagnosis and repair.
4. Customer satisfaction
- Providing timely response and accurate repair assistance.
- Manage the technical report for the root cause of vehicle concerns.
- Helping dealerships finding opportunities for improvement in their repair / technical / customer handling processes (FIRFT) and assisting them with making the improvements.
- Meeting with customers, when necessary, to help resolve technical concerns they may have with their vehicles.
5. Any other tasks as assigned by direct Supervisor or Head of Department.