Field Service Engineer

ull job description
Job ID
62597
Category
Ford Customer Service
Location
Sydney, Australia
Work Type
On-site

As a Field Service Engineer, you will be a crucial partner for Ford dealerships, driving the optimisation of their technical performance. You will be accountable for key workshop metrics, including Fix It Right The First Time (FRTFT) rates, diagnostic processes, and ensuring efficient vehicle servicing and repair. 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.

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, recognizing, 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.
You'll have…

Ability to understand and connect with customers.
A Mechanical Trade qualification.
Full Australian Drivers License.
Even better, you may have...

3-4 years as a Ford Master Technician or equivalent Ford technical experience with strong diagnostic capability.
Legal (Consumer Law) knowledge/experience.
Creative thinker/problem solver and ability to consider multiple points of view.
Equal Opportunity

Ford Australia is inclusive employer, and all qualified applicants will receive consideration for employment.

If you require any support or adjustments to the recruitment process, please contact Emily Borg on eborg4@ford.com

Applicants must be legally authorised to work in Australia. Verification of employment eligibility will be required at the time of hire.