We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?
In this position….
Repair Improvement Specialists have overall responsibility to investigate, consult, and work directly to improve Ford and Lincoln dealership repair capability and customer satisfaction as measured by Fix it Right the First Time (FIRTFT), Net Promoter Score, and Uptime % of vehicles on-road. RIS will work with Product Concern Engineering, PD, and Dealerships to provide insight and reporting of vehicle concerns to affect future vehicle off-road concerns.
The ideal candidate will be located in the Bakersfield, CA area and will require weekly travel within the region.
You'll be responsible for:
1. Customer Satisfaction: Increase customer satisfaction through Service Repair Process efforts with local FSE to ensure Dealership management fully understands their ability to decrease vehicle off-road/downtime, influence lower costs to Ford Motor Company, and the feedback loop to engineering to improve quality of the vehicles delivered to the dealership.
2. Dealer Repair Capability and Capacity Requirements: Educate and assist dealer management to support the requirement for maintaining insight on vehicle repairs via the newly launched UPTIME Service Support Suite.
3. Data Analytics Review and Development: Create, review, and develop metrics to identify at-risk dealerships in the region to address high down-time, high repeat-repair, SRP inhibitors, warranty data, etc.
4. Corporate Resolution: Develop, maintain,
and promote Corporate and Dealer Performance Indicator to increase focus on uptime vs. downtime, engaging field team and corporate entities for support within the region.
5. Drive for Results: Develop Dealership Consultation Plan and playbook to implement Best in Class Practices to improve Customer Satisfaction via early warning indicators through corporate and regional support in Dealership.
6. Root Cause Analysis: Work with Dealerships, PD, and Assembly Plant Teams on current production issues seen in repair information to develop diagnostic modeling for dealer-facing information.
You'll have:
1. Bachelor's degree in automotive technology, engineering or related field is required.
2. At least 1 year of experience in the field within the automotive industry.
3. Strong project/program management experience and business acumen.
4. Experience,
success, and a firm understanding of the Vehicle Service Repair process.
5. Proven track record of working independently, following-through and solving problems quickly.
6. Able to interact with all levels of Dealership Management and Internal Ford Management.
7. Self-starter capable of operating independently and adapting to dynamic situations.
8. Excellent communication and collaboration skills to build strong relationships with dealership personnel and corporate cross-functional activities.
9. Strong computer skills and knowledge of key business applications (MS Office, WebEx, SharePoint, etc.).
10. Strategic and creative thinking with the ability to conceptualize and communicate ideas.
Even better, if you have:
1. Automotive service technical background desired.
2. Ford specific Automotive Repair Technical Training is preferred.
3. Automotive dealership or independent "hands-on" vehicle repair experience highly desired.
4. Understanding and/or experience with GCQIS, PTS, AWS, OWS, QED, Warranty Dashboards.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert,
a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
1. Immediate medical, dental, and prescription drug coverage.
2. Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare and more.
3. Vehicle discount program for employees and family members, and management lease.
4. Tuition assistance.
5. Established and active employee resource groups.
6. Paid time off for individual and team community service.
7. A generous schedule of paid holidays, including the week between Christmas and New Year's Day.
8. Paid time off and the option to purchase additional vacation time.
This position is a range of salary grades SG5-SG8 .
Visa Sponsorship is not available for this role.
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