Job Description
The FSE is responsible for all technical concerns from the Rapid Hub he/she owns including all Technical Assistance Centre (TAC) escalations. The role also contains a training element as we engage with dealer technicians to provide on-the-job training and guidance.
Responsibilities
- Lead & support dealer technicians to diagnose and resolve high ageing technical concerns which cannot be addressed through the TAC.
- Provide technical support to TAC engineer / Zone Manager / CRC agent on litigation.
- Summarize the cause of all concerns and submit a One-Pager within the agreed timelines after the dealer visit to flow information through to the relevant PVT engineering teams.
- Lead Technical Audits, Skill Inventory analysis and PDI audits. On-the-job training to technicians for TSB, FSA, SSM, SST usage and diagnostic concerns.
- Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Skill Mix, Technician competence, Special Service Tools and equipment requirements.
- Support central SEO / PCE / PD / PVT teams on technical concern or fix validations, TSB corrections, workshop manual corrections and training contents corrections.
- Support on Vehicle Off Road (VOR) / Rapid Hub / CRC initiatives on daily review of open/ageing concerns along with Cross-Functional Teams and address diagnostic related ageing concerns by guiding dealer technicians.
- Support Fix It Right First Time by assisting dealers with a good technical diagnosis and workshop practice to provide robust fixes to customers.
- Attend relevant PCE / PVT meetings for information sharing and emerging concern update.
- Support / conduct regular Service Manager and Service Foreman meetings.
- Vehicle Off Road (VOR) Days Measured.
- Dealer Satisfaction Index.
- Quality of Information Reported to PVT/ CRC / TAC.
- Fix It Right First Time Measurable.
Qualifications
KNOWLEDGE, SKILLS and ABILITIES (KSA)
- Strong verbal communication and writing skills in English.
- Fully competent with vehicle diagnostics and technical repair of vehicles.
- Process orientated with a disciplined, enquiring, and empathetic approach to problem solving.
- Outgoing approach to engage with people with a view to resolving and teaching.
- Good time management and prioritisation skills.
- Self-motivated, responsible, and dependable with sound ethical values and a good grasp of business relationships.
- Proficiency in the use of Windows, MS Outlook, MS Word and MS Excel.
- Prepared to travel locally and internationally at short notice and for multiple days at a time.
QUALIFICATIONS and EXPERIENCE
- Tertiary Engineering qualification (Minimum 3 year diploma) from a recognized university/college.
- Vehicle diagnostics and technical problem-solving experience a must.
- PTS and FDRS Experience will be beneficial.
- Dealership operations and workshop experience an advantage.
- Must have a valid South African Driver's license.
- Must have a valid Passport.
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