Field Service Engineer

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)

QUALIFICATIONS and EXPERIENCE

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