Job Information
Ford Motor Company SEO Specialist in China
This position will lead technical hotline team to support dealers on technical issue every day. Daily tracking quality concerns with Quality and PVT team for the solution to solve customer complaints. Quickly response on every quality case from dealer or customers, and quickly feedback top issues to Quality and PVT team.
Position Duties
Receive, review, and respond to technical queries from dealer:
Regularly track all open/ageing concerns for timely resolution and update the vehicle status
Daily update the TSR status in the TSR tracking sheet on SharePoint
Escalate issues to the SEO Manager within 24 hours if there is a delay in diagnostics by the dealer and TAC.
Prepare alerts with relevant documents for thermal and safety-related events and forward them to PVT and SESE for validation.
Assist dealer technicians with module programming through GTAC, phone, or WebEx when dealers face execution challenges.
Update the TSR tracking sheet for repeat failure concerns.
Report any abnormalities in PTS, TSR, Owner Manual and WSM to the respective stakeholders for correction.
Support warranty team on discuss warranty rejection repairs with dealers.
Communicate technical issues with service parts to the PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team.
Address low TAC survey scores by finding resolutions and enhancing skills through appropriate training.
Analyze the "Not Fixed Right First Time" (Not FIRFT) customer verbatim and update the gap analysis on SharePoint for FSE review.
KPI: Response Time: 60 Minutes. Handle Time: 15Minutes. No complains from dealer. TSR Contacts and TSR Efficiency: ≤2; Technical report be closed ≤5 days: 85%
Quality concerns daily review with PVT and weekly meeting with PVT and Quality, update top issue tracking list and share to team weekly.
Publication, Diagnostics, PDI readiness for new model launch.
PHEV compliance operation of real time monitoring and battery traceability
Technical Support Request (TSR)
Emails (when GTAC is down or not operational)
Handling inbound calls (after submitting TSR)
Key Skills: Highly automotive technical knowledge and competent in product and process concern diagnosis.
Ability to understand the critical concern and logical approach.
Ford Information systems- PTS, GTAC
Computer literate – Word, Excel, Outlook, PowerPoint, IDS, FDRS, and WebEx
Ability to work under pressure in difficult environments and different time zone.
Management, better communication skills, strategic thinking, adaptability, and attention to detail.
Requisition ID : 27009