Hồng Anh Computer

Job Description

SE&O Manager ensures SE&O core functions such as: Field Service Action, Warranty Operation, Field Service, Technical Hotline (TAC), Technical Training, etc. to deliver company business growth and maximize customer satisfaction. In addition, make sure all operations comply with company policies.

Responsibilities

Field Service Action (FSA)

• Work with related functions & authorities to deploy FSAs to dealership & track the performance.
  
  
  

Warranty

• Manage warranty operations in market.
• Ensure Ford dealership to submit warranty claims correctly and on time into SERVIS2 system.
• Work with related functions to improve warranty CPU.
• Work with IMG warranty to review dealer warranty performance and warranty KPIs
• Ensure all dealers to implement WCP which is nominated by Global Warranty Operations.
• Ensure all dealers to implement WARPEC process in Tracklite to support defective parts return to Part Return Center (PRC) and suppliers.
• Implement warranty parts disposal process at dealers every two to four months at dealers
• Handle Warranty GAO Audit and Ford Global Audit Standard Process (MSS Process).
• Review and approve PAR at Level 2 (from 1,5K to 30K USD)
• Approve to provide Servis2 access to internal and dealer users.
  
  
  

Technical Hotline (TAC)

• Manage TAC operation to achieve KPI: response time, Hotline satisfaction, etc.
• Ensure all dealer technicians use TSR (HAR) to communicate with Hotline Engineer.
• Ensure all Hotline calls are 90% feedback and assist dealer technicians to solve the issue within appropriate timing.
• Utilize TAC to manage emerging quality concerns which do not have repair procedure.
• Approve all new, major quality issue from EDSR and HAR to GCQIS
• Attend monthly GTAC & SWIS meeting with IMG to review performance and feedback to Rapid Hub to improve product quality.
• Monitor FIRFT and prepare action plan to improve the score.
• Realwear devices are utilized for remote assistance and improve SWIS at dealers
• Manage and maintain TSR count to control TAC Engineer workload and response time
• Monthly Tech Talk Implementation
  
  
  

Field Service

• Manage and provide remote assistance via RealWear device or direct assistance to dealer
  
  
  

technicians as Rapid Hub process to improve technical VOR, FIRFT, etc,…

• Ensure FSEs are working together with Hotline Engineer to review daily open issue and support
  
  
  

dealer technicians since escalation is raised.

• Quarterly audit to make sure dealer tools & equipment, 5S process and service process are
  
  
  

compliant such as: FIRFT, ESSTs, publications, workshop 5S, etc.

• Support CRC & SZMs to solve hot cases as customer complaints.
  
  
  

Technical Training

• Review and approve full year training calendar based on level mix target.
• Ensure to provide technical training to new dealer’s technicians who are qualified for opening.
• Make sure all dealers achieve both number of technicians and level mix target.
• Work with Ford dealership to improve technician motivation and reduce turnover rate.
• Review training performance with central team.
• Manage training centers, tools and equipment and follow safety requirements.
  
  
  

New Model Launch:

• Ensure Owner Manual, service publications, training materials in local language and ESST/ FDRS are available before OK2B.
• Cooperate with related functions such as: PS&L, Service marketing, NMP, etc. to successfully launch new products.
  
  
  

Service Publication/ Technical Bulletin

• Ensure all technicians use service publications loaded in PTS Web site.
• Ensure all technical bulletins, GSB, SSM are released to dealers.
• Support dealer users to access to PTS and related issues.
  
  
  

ESST & Diagnostic Equipment

• Ensure ESSTs & diagnostic equipment to be available at new dealers before grand opening.
• Monitor ESSTs usage at dealers to make sure dealer technicians follow WSM properly.
  
  
  

Others: Issue Dealer Bulletin to communicate Ford processes/ requirements to dealership

Qualifications

Education Qualification: Bachelor’s degree or Diploma degree in Automobile or Mechanical

No. of Years of Experience: At least 5 to 7 years in Automotive Industry/dealership 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. Ability to develop open and cooperative relations with internal and external team

Any Others: Open to work with central team on different time zone, ability to travel occasionally if required. Knowledge of dealership Network is must.