Market Executor - Service Operations

This Job is only for SG7's to apply

Are you passionate about delivering exceptional customer experience and driving operational excellence in the automotive service industry? As a Market Executor for IMG Service Operations, you will lead two critical initiatives within Ford's Customer Service Division (FCSD): Vehicle Uptime and Service Convenience.

This role is about transforming how we support Ford and Lincoln vehicle owners and our dealer network. You will be instrumental in ensuring vehicles spend less time off the road for repairs (Uptime) and that the entire service experience, from appointment scheduling to vehicle delivery, is smooth, efficient, and customer-friendly (Service Convenience). You will achieve this by redesigning processes, proactively engaging dealers, and using data to continuously improve efficiency and customer satisfaction. Your deep understanding of Dealer Service Processes and Dealer Management Systems will be key to analyzing customer journeys and implementing effective solutions. You will function as both a Data Analyst and a Service Consultant for markets regarding Uptime and Service Convenience.

Key Responsibilities:

1. Drive Vehicle Uptime Performance:

   • Lead efforts to reduce the time Vehicles spend Off the Road (VOR) in assigned markets.

   • Focus on key Uptime metrics such as Repair Order (RO) duration (time from RO opening to RO closing), VOR aging, and Same Day Delivery (SDD) performance.

   • Analyze VOR data daily to identify trends, gaps, issues, opportunities, and best practices, sharing actionable insights with market teams to ensure objectives are met.

   • Collaborate with market zone managers to develop Uptime improvement plans, addressing manpower, technical skills, parts availability, diagnostics, and dealer processes.

   • Establish and train dealers in VOR management processes and governance.

   • Drive SDD-related actions for dealers, tracking and enhancing the use of Service Convenience Initiatives (SCIs) like Express Service (ES), Pickup & Delivery (PDL), and Mobile Service (MS).

   • Lead review meetings with dealers and cross-functional teams (e.g., Parts, Technical, Field, Customer Relationship Centre) to monitor progress and resolve issues.

   • Coach Zone Managers on dealership performance analysis and improvement.

   • Work on enhancing Dealer Management Systems (DMS) and Dealerview (Uptime Management Tool) for consistent data accuracy, reporting, and analysis to support Uptime initiatives.

   • Track Key Performance Indicators (KPIs) and report to senior management and stakeholders.

2. Lead Service Convenience Initiatives:

   • Implement and expand key Service Convenience Initiatives (SCIs) across International Markets Group (IMG) markets, including Online Service Reservations (OSR), Pickup & Delivery (PDL), Mobile Service (MS), and Express Service (ES).

   • Monitor performance and address gaps to ensure sustained initiative success.

   • Analyze dealer performance for SCIs, identify challenges, and work with market leaders to improve adoption and effectiveness.

   • Provide expert consultation to markets on performance challenges, business solutions, and future strategies, leveraging best practices from across Ford and the automotive industry.

   • Collaborate with IT and data teams to ensure accurate and timely reporting of SCI performance data, specifically ensuring the Service Convenience Dashboard provides all necessary analytics.

   • Develop and update SCI best practice "Playbooks."

   • Build strong relationships with market leaders and stakeholders to foster operational excellence.

   • Train market leaders, Zone Managers, and dealers on SCI processes and tools.

3. Conduct On-Site Dealer Support:

   • Visit high-impact dealers for in-depth analysis of service operations, focusing on VOR, SDD, and Service Convenience.

   • Help dealers identify and resolve process bottlenecks and implement effective VOR governance.

   • Train dealer staff on Uptime and Service Convenience best practices, including parts ordering, dispatch, diagnostics, and SCI utilization.

   • Develop clear action plans with dealers and Zone Managers for bottleneck elimination and sustained improvement.

4. Manage System Enhancements & Technology Support:

   • Collaborate with internal and external teams (e.g., Dealerview, Parts, Technical, Ford IT) to enhance service systems, improve data accuracy, and streamline reporting.

   • Inform markets of system updates and provide training on new functionalities.

   • Drive Dealerview implementation in new markets, ensuring timely project delivery and training for VOR tracking/case management.

   • Identify opportunities to leverage connected vehicle data and technologies to develop intelligent solutions for VOR calculation and overall service efficiency.

5. Strategic Planning & Data Analytics:

   • Update Uptime and Service Convenience metrics in global reporting tools.

   • Contribute to setting annual objectives by analyzing performance, identifying opportunities, and forecasting trends.

   • Apply advanced analytics to repair order data, VOR aging, and SDD performance to uncover insights.

   • Refine VOR management processes and seek automated solutions by leveraging the capabilities of various Ford systems.

   • Lead Special Projects with cross-functional teams, ensuring on-time delivery and sustainment.

• Education: An Engineering Degree.
• Experience: 5-7 years total work experience, including 4-5 years in OEM After Sales (Service) for Passenger Vehicles and 4+ years in Customer Service Operations.
• Knowledge: In-depth understanding of Dealer Operations, particularly After Sales processes that impact and enhance customer experience.
• Key Skills:
  • Exceptional analytical abilities for thorough root cause analysis.
  • Strong critical thinking, problem-solving, teamwork, and coordination skills.
  • Outstanding communication, presentation, and people skills, especially for collaborating with international markets.
  • Proven organizational, planning, and time management abilities.
  • Quick & Adaptive learner, initiative-taking, Self-motivated and able to work independently.
• Travel: Willingness to travel extensively, both domestically and internationally, for on-site consulting and market visits.