Key Roles and Responsibilities of the Position The key responsibilities of this role include, but are not limited to:
Deliver and launch all CCRG approved Recalls applicable to NZ.Plan and Coordinate Essential Special Service Tools for dealers by OKTB for new vehicle programs.Drive the Loan Tool Program.Create and Publish all service-related Dealer bulletins onto FMC Dealer.Act as the single point of contact for all NZ Stop Ships in accordance with FoA Import Quality team direction.Set up and coordinate all local repair Exchange Programs with local or Australian suppliers (eg, ICC, DVD, Transmissions).Administer Servis2 access requests for Dealer and Corporate requests.Attend and Support New Model Launches as required (Take To Market meetings, Upstream Launch Meetings, Diagnostics Meetings, local printing of CAWS guides etc.).Perform Upstream Gateway Reviews of CAWS Guides and amend as needed within timing guidelines provided by AP Upstream.Plan, Prepare and Deliver 2 rounds of Foreman's Meetings for both North and South Island.Review/approve/redirect requests for extensions to Rental Vehicles resulting from Roadside Assist Program.Raise & Review Warranty Labour Rate requests from NZ Dealers.Act as the single point of contact for Warranty Parts Returns resulting from PVT requests.Provide Servis2 support for Dealers regarding damaged/written off Warranty Alerts.Support/drive technical requests for reducing warranty spend through exchange programs (such as 6R80 transmission and Puma engine).Prepare a monthly EDSR report highlighting YTD top 10 concerns raised by both NZ and FoA Dealers.Key Selection Criteria Mechanical Trade min. qualification required.Understanding of Ford Dealer Service operations and previous Dealer/field experience desirable.Strong verbal and written communication skills.Strong interpersonal skills and ability to work within a diverse, cross-functional team.Experiences / competencies expected to be developed Leadership
Strong leadership and influencing skillsInitiative, independence and a drive for resultsIntegrity and Courage Strong drive for customer satisfactionAbility to professionally represent Ford Ability to diplomatically handle difficult situationsAbility to be flexible, adaptable and work autonomouslyAbility to build relationships with customers and DealersFunctional / Technical
Competent in concern diagnosis and repairFord Information systemsFord Diagnostic processesAbility to think strategically Ability to work effectively and manage stakeholder relationshipsComputer literate – Word, Excel, Outlook, PowerPoint, IDS and WebEx Ability to work under pressure in difficult environments
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