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)

• Strong verbal communication and writing skills in English.
• Fully competent with vehicle diagnostics and technical repair of vehicles.
• Process orientated with a disciplined, enquiring, and empathetic approach to problem solving.
• Outgoing approach to engage with people with a view to resolving and teaching.
• Good time management and prioritisation skills.
• Self-motivated, responsible, and dependable with sound ethical values and a good grasp of business relationships.
• Proficiency in the use of Windows, MS Outlook, MS Word and MS Excel. 
• Prepared to travel locally and internationally at short notice and for multiple days at a time.

QUALIFICATIONS and EXPERIENCE

• Tertiary Engineering qualification (Minimum 3 year diploma) from a recognized university/college.
• Vehicle diagnostics and technical problem-solving experience a must. 
• PTS and FDRS Experience will be beneficial.
• Dealership operations and workshop experience an advantage.
• Must have a valid South African Driver’s license
• Must have a valid Passport