Field Service Expert

Job Description

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?

Ford of Canada's operations include a national headquarters, three vehicle assembly and engine manufacturing plants, three parts distribution centres, and three Connectivity and Innovation centers. Ford employs approximately 7,000 people in Canada, while an additional 18,000 people are employees in the more than 400 Ford and Ford-Lincoln dealerships across the country. For more information, please visit www.ford.ca.

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

Responsibilities

What you'll do...

The primary responsibilities for this position include but are not limited to:
 

• Gather and analyze Tech Zone performance data such as FRFT, 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.
• The position is responsible for a Tech Zone of 29 dealers in Northern Alberta (including Edmonton, Grande Prairie, Fort McMurray, & two dealers in Western Saskatchewan, Northeast BC, & Northwest Territories)
• Improve Dealership shop competencies and repair processes to strengthen overall dealership service operations through targeted and focused Dealership Fixed Right First Time Studies.
• 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 reviews at identified Dealers
• Improve shop performance and efficiency with special tool and general service equipment recommendations, through needs analysis to support Rotunda sales growth
• Conduct Rotunda Tool and Equipment Assessments at identified Dealers
• Support dealer retail growth during Dealership Fixed Right First Time Studies, and Technical Assistance Request visits
• 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

Qualifications

You'll have...

Education
 

• Bachelor's degree in Automotive Technology or College/technical diploma with 4 years of relevant industry experience or 8 years of relevant industry experience.(Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required).

Experience
 

• 5 years of technical skills around vehicle diagnostics and repair experience.
• Minimum 1 year use of general and Ford specific vehicle diagnostic tools (FDRS).
• Ability to travel 3-4 days a week, with potential overnight travel several times a month.

Even better, you may have...

Education
 

• Masters Degree in a technical field or equivalent. Certified Automotive Technician with Industry and/or Ford Accreditation. (Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required).

Experience
 

• Ability to develop and analyze reports for current and future planning
• Working knowledge of Microsoft Office; Excel, Word, PowerPoint
• Working knowledge of GCQIS, AWS, PTS, STARS, TFOAMS
• Ford OS Behaviors: Deliver IT, Own It, Bias For Action, Seek to Understand, Solve Together
• Demonstrate a passion for customer service and satisfaction
• Self-starter able to guide own priorities and work with minimal supervision
• Ability to coach dealers and regional team members, sharing technical expertise

This posting is for an existing vacancy within our team.

The expected annual salary range for this Ford of Canada position is $ 85,000.00 - $135,000.00 and individuals may be eligible to participate in our Annual Compensation bonus program.

Our focus is to build the best team. If you think you can bring value to Ford, love to collaborate, prioritize and aim to deliver excellence in everything you do, we encourage you to apply!

Successful candidates will be required to provide proof of degree completion for the highest level of education attained. If the degree was obtained from a school outside of Canada, an Education Credential Assessment report showing Canadian equivalency is also required.

We thank all candidates 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.

Candidates for this position must be legally entitled to work in Canada. Ford Motor Company of Canada, Limited, does not sponsor work permit applications.

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