This role involves actively supporting dealers with technician training plans, recruitment initiatives, and fostering recognition opportunities. Ultimately, you will enhance the efficiency, competency, and technical strength of dealership workshops, directly improving customer service and satisfaction.

Responsibilities:

• Drive customer Satisfaction (CVP), enhance Fix It Right the First Time (FIRTFT) rates, and reduce Vehicle Off Road (VOR) times.

• Provide expert vehicle diagnostic and repair assistance to Ford Dealerships, responding promptly to requests from the Technical Assistance Centre (TAC).

• Ensure accurate technical support by maintaining up-to-date knowledge of Ford products through continuous training and self-learning.

• Offer comprehensive support and advice to dealers on Ford technician training, Special Service Tools, and essential equipment requirements.

• Facilitate and support regular Service Manager and Service Foreman meetings to foster communication and best practices.

• Collaborate with dealers to establish and maintain robust technician training plans, fostering technical depth and expertise in line with Ford standards.

• Verify dealer processes effectively capture and address all vehicles requiring outstanding Field Service Actions (FSA).

• Support dealer initiatives focused on recruiting, mentoring, recognising, and rewarding service staff.

• Investigate vehicle incidents and prepare comprehensive technical reports, in collaboration with the Customer Relationship Centre (CRC) or Service Engineering Operations (SEO) as required.

• Generate technical reports to support Ford's representation at Consumer Tribunals when necessary.

• Provide timely support for Customer Relationship Centre (CRC) cases upon request from Service Engineering Operations (SEO) and/or CRC Management.

• Work closely with Regional Office staff to ensure coordinated and effective support for dealers and major fleets.

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