Ford Field Service Engineer - Melbourne 

Australia, Queensland, Warwick 

390800910

As a Field Service Engineer you will be responsible for a number of Ford Dealers, where you will be accountable for each Dealership workshop’s key technical metrics and targets like Fix It Right The First Time (FRTFT), workshop and diagnosis processes, tool and equipment requirements, and how the Dealer efficiently services and repairs vehicles for their customers. You will assist Dealers with Technical Training Plans for Technicians, introduce Dealers to Technician recruitment programs, and reward and recognition opportunities for their Technicians. This role is everything around a Dealership workshop and helping to make that operation efficient, competent, and technically strong, and is all about helping the Dealer help their customers.

Main Responsibilities:

• Provide timely vehicle diagnostic and repair assistance to Ford Dealerships where requested by the Technical Hotline;
• Provide timely support with CRC cases when requested by SEO and/or CRC Management;
• Provide timely support with Vehicle Off Road (VOR) cases when requested by SEO and/or CRC Management;
• Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Special Service Tools, equipment requirements, and workshop processes;
• Identify opportunities for Dealers to improve their repair and customer handling processes to drive improvements to Customer Satisfaction (Net Promoter Score) and Fix It Right First Time (FIRFT) results;
• Ensure Dealer processes reliably capture all vehicles with outstanding FSA’s;
• Work closely with Regional Office staff to coordinate effective and aligned support to Dealers and major fleets;
• Support / conduct regular Service Manager and Service Foreman meetings;
• Provide accurate repair assistance to Dealers by maintaining up to date technical training on Ford product and engaging in self-learning programs as necessary;
• Assist Dealers (with reference to current Ford training requirements) in establishing and maintaining short and long term technician training plans to create and foster technical depth;
• Support Dealer efforts to recruit, mentor, recognize and reward Dealer service staff;
• Prepare technical reports and represent Ford Service Engineering at Consumer Tribunals as required;
• Investigate vehicle incidents and prepare technical reports in conjunction with, or when requested by, the Service Engineering office.

You'll have…

• A Mechanical Trade qualification.
• Minimum 3 -4 years experience in Master Technician role or similar
• Ability to undertake travel (and on short notice) to support Dealers and Customers on a timely basis
• Full Australian Drivers Licence

Even better, you may have...

• Ford Master Technician or equivalent Ford technical experience with strong diagnostic capability preferred
• Understanding of Ford Dealer Service operations and previous Dealer/field experience highly desirable
• Legal (Consumer Law) knowledge/experience preferred
• Ability to build relationships with customers and Dealers
• Ability to maintain positive attitude and influence the team culture when faced with demanding internal and customer expectations and changing requirements.
• Strategic mindset and strong analytical, systemic thinking and problem-solving skills.
• Creative thinker/problem solver and ability to consider multiple points of view (flexibility)
• Strong leadership, interpersonal, and analytical skills.
• Strong negotiation skills with ability to create leverage.
• Strong project planning skills, with ability to stay organized while managing multiple project components and programs.
• Ability to understand and connect with customers
• Great written and oral communication skills.

Ford Australia is committed to building an inclusive work environment and welcome applications from First Nations, LGBTQI+, culturally and linguistically diverse backgrounds, people with disability, and people across all life stages.

All qualified applicants will receive consideration for employment and all effort will be made to ensure diverse interviewers.

---Applications will close onSunday 27 April 2024,however, please do not delay your application as interviews will commence before this date---