As a Field Service Engineer you will be responsible for a number of Ford Dealers, where you will be accountable for each Dealership workshop’s key technical metrics and targets like Fix It Right The First Time (FRTFT), workshop and diagnosis processes, tool and equipment requirements, and how the Dealer efficiently services and repairs vehicles for their customers. You will assist Dealers with Technical Training Plans for Technicians, introduce Dealers to Technician recruitment programs, and reward and recognition opportunities for their Technicians. This role is everything around a Dealership workshop and helping to make that operation efficient, competent, and technically strong, and is all about helping the Dealer help their customers.

MAIN RESPONSIBILITIES:

• Provide timely vehicle diagnostic and repair assistance to Ford Dealerships where requested by the Technical Hotline;
• Provide timely support with CRC cases when requested by SEO and/or CRC Management;
• Provide timely support with Vehicle Off Road (VOR) cases when requested by SEO and/or CRC Management;
• Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Special Service Tools, equipment requirements, and workshop processes;
• Identify opportunities for Dealers to improve their repair and customer handling processes to drive improvements to Customer Satisfaction (Net Promoter Score) and Fix It Right First Time (FIRFT) results;
• Ensure Dealer processes reliably capture all vehicles with outstanding FSA’s;
• Work closely with Regional Office staff to coordinate effective and aligned support to Dealers and major fleets;
• Support / conduct regular Service Manager and Service Foreman meetings;
• Provide accurate repair assistance to Dealers by maintaining up to date technical training on Ford product and engaging in self-learning programs as necessary;
• Assist Dealers (with reference to current Ford training requirements) in establishing and maintaining short and long term technician training plans to create and foster technical depth;
• Support Dealer efforts to recruit, mentor, recognize and reward Dealer service staff;
• Prepare technical reports and represent Ford Service Engineering at Consumer Tribunals as required;
• Investigate vehicle incidents and prepare technical reports in conjunction with, or when requested by, the Service Engineering office.

*Ford Motor Company of Australia Pty Limited ACN 004 116 223 ( Ford ) is collecting your personal information in order to consider you for a role at Ford. Ford may also collect personal information about you from third parties such as refereess and recruitment agencies for this purpose. Ford may disclose your personal information to its related companies and third party service providers for purposes such as screening and background checks, aptitude testing and health and safety and human resources management activities. Ford’s privacy policy (available at www.ford.com.au) states how you can seek to access or correct any personal information Ford holds about you, how to complain about a privacy breach by Ford and how Ford will deal with a privacy complaint. You can contact Ford at 13 FORD ( 13 36 73 ) or via the contact details set out in Ford’s privacy policy

• Provide timely vehicle diagnostic and repair assistance to Ford Dealerships where requested by the Technical Hotline;
• Provide timely support with CRC cases when requested by SEO and/or CRC Management;
• Provide timely support with Vehicle Off Road (VOR) cases when requested by SEO and/or CRC Management;
• Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Special Service Tools, equipment requirements, and workshop processes;
• Identify opportunities for Dealers to improve their repair and customer handling processes to drive improvements to Customer Satisfaction (Net Promoter Score) and Fix It Right First Time (FIRFT) results;
• Ensure Dealer processes reliably capture all vehicles with outstanding FSA’s;
• Work closely with Regional Office staff to coordinate effective and aligned support to Dealers and major fleets;
• Support / conduct regular Service Manager and Service Foreman meetings;
• Provide accurate repair assistance to Dealers by maintaining up to date technical training on Ford product and engaging in self-learning programs as necessary;
• Assist Dealers (with reference to current Ford training requirements) in establishing and maintaining short and long term technician training plans to create and foster technical depth;
• Support Dealer efforts to recruit, mentor, recognize and reward Dealer service staff;
• Prepare technical reports and represent Ford Service Engineering at Consumer Tribunals as required;
• Investigate vehicle incidents and prepare technical reports in conjunction with, or when requested by, the Service Engineering office