Market Executor (Ford Customer Service Application)

About the job

• Implement, debug and maintain Ford applications e.g. FordPass (Ford & Customers) and FordServe (Ford's dealers & Customers)
• Improve the process and quality of online service booking and express services
• Lead for Implementing, Scaling-up & Sustainment of Service Retail Consumer Experience (CX) Initiatives in the dealer network by closely working with the Service Zone Managers and Central CX & FCSD teams.
• Lead for implementing the new "Uptime" Improvement project.
• Partner with CX team on their pilot of CX Service initiatives and implement the learnings into scale up.
• Conduct Train-the-Trainer sessions for the Field team (Zone Managers) & Purchase Service Resources on New CX initiatives as necessary.
• Lead for recommending and executing program improvements on new technology platform and observing user feedback to recommend improvements to existing technology
• Collaborating with management, departments and customers to identify end-user requirements and specifications
• Monitor the performance of Service CX Initiatives across dealers and help them to improve the performance by reducing variability in the network.
• Put measures in place with the support of the Dealer Network to ensure sustainment of Service CX initiatives.
• Monthly Reporting & Analysis of KPIs of the Service CX Initiatives.
• Work with the vendor partners to support the dealers, help in scaling up the initiatives and ensure vendors deliver implementation and sustainment of initiatives as per SLA.

Qualifications

• Diploma or Bachelor's degree in Engineering, Information technology or Business Administration
• At least 4 years in field experience as Service Zone manager
• At least 8 years of experience in automotive industry (Vehicle OEM)
• Detailed Process knowledge of Service operations, Systems and Procedures
• Experience of Customer facing process Implementation
• Up to date on the latest trends and technologies impacting Consumer Experience at transactional level
• Experience on Dealer & Customer Relationship
• Excellent analytical abilities to dwell on a thorough Root cause finding
• Proven Effective, organizational, planning and time management skills
• Good problem-solving and project management skills
• Willing to extensively travel across Dealer Network for onsite consultancy