Responsibilities

PS&L Helpdesk 

• Lead the development and implementation of PS&L Helpdesk for Dealers.
• Provide input and support the development of the PS&L Helpdesk with Markets where synergies exist and business case supports.
• Lead the roll out of PS&L Helpdesk function with Dealers 
• Provide input and develop the dealer enquires handling processes – both internally and externally.
• Establish Contact Ratio Targets to determine resources requirement and analyse data to improve efficiency and minimize cost. 
• Develop and align Service Level Agreement with key stakeholders.
• Provide daily, weekly, monthly, quarterly management report out and/or dashboard.
• Provide analytical support to dealers and field team
• Analysing the inbound enquiries to identify gaps and improvement opportunities.
• Ensure internal audit and external statutory requirement compliance

Price Deviations & Microcat 

• Support dealers to meet customer commitments
• Investigate and process pre-approval documents for dealer code 26 claims
• Preparing and distributing Dealer and Supplier bulletins and supporting dealer network communications.
• Manage & Maintain dealer microcat access 
• Assist dealers with accurate parts information
• Ensure accurate microcat billing of subscriber usage
• Prepare monthly billing report
• Providing Invoices & Credit notes to dealers falling outside their 40-day window period.
• Co-owner of all PS&L W: Drive folders, PS&L shared drives, Track-lite, Panda and Parts helpdesk access
• Managing the relationship with Dealers and Ford Stakeholder

Qualifications

KNOWLEDGE, SKILLS, and ABILITIES (KSA)

• Strong analytical skills
• Ford Systems and Microsoft office suite skills
• Cross cultural – interpersonal communication skills.
• Experience in Main Frame systems.
• Refined administrative, planning and data analysis skills.
• Excellent time management skills and ability to meet deadlines.
• Ability to effectively work and engage with senior levels of management.
• A strong ability to work autonomously while being a team player and understanding the priorities of the department so that that will be delivered on time. 
• Ability to multi-task and seamlessly engage with multiple internal and external stakeholders.
• Ability to work under pressure.
• Excellent Communications Skills – English writing and verbal.
• Must be able to handle a dynamic, changing environment and adopt and amend plans at short notice to deliver results.
• Helpdesk management skills, Helpdesk management software knowledge, project management skills, knowledge of parts and finance 

QUALIFICATIONS and EXPERIENCE

• National Diploma/ Degree in Logistics/Business Management or Helpdesk System Administration.
• Minimum of 2 years within the Automotive Industry Logistics environment background.
• Must  have displayed proven capability of advanced PC skills & presentation preparation skills using microsoft office. 
• Excel intermediate skills
• Business acumen with operational experience in managing Helpdesk operation
• HelpDesk, Planning, Data Analysis, PS&L Knowledge