Vacancies Available at Ford Motor Company of Southern Africa

Key performance indicators include:

• Achieve warranty spend reduction targets for the respective market by applying the spend reduction tools.
• Manage a singular view of the vehicle health to enhance customer ownership and service experience.
• Support dealership uptime through the rapid response team.

Responsibilities

• Be a point of contact for accountable market with responsible plants within portfolio providing customer insights and ensuring the delivery of quality products meeting with various vehicle source plants globally to ensure South Africa and Sub-Saharan Africa market concerns related to Imported Vehicles, are known to source plants, provide feedback on emerging concerns, and drive issue resolution.
• The organization has defined the warranty value stream map as opportunities which comprises of concern Early Detection, Remanufacturing, Optimizing Diagnostic/Repair, Service diagnostics, etc. and supporting continuous simplification of dealership processes with the focus on warranty spend reduction/avoidance.
• Develop and manage Equipment service part Specs in support of cycle plan and Product Category Management.
• Coordinate with other regions and functions to proactively understand top issues and resolve Through Global Forums and maintain new vehicle sign-off checklist to support new vehicle launches with market data derived from Rapid Technical engagement.
• Analyze and provide supporting data/evidence in support of unique warranty coverage requested by the market.
• Generate product quality reports for teams to manage internal and external data to support Import, Export & Warranty objectives.
• Support market on In Transit Stop Ship (ITSS) concerns including restricting vehicle movements, working with 3rd party providers to inspect/rework vehicles, working with Ford-cross functional teams (Vehicle Logistics, FCSD, MS&S) to ensure all key stakeholders are engaged, and liaising back with the source Plants.
• Understanding the factors that influence customer satisfaction from both a product and customer perspective by engaging forward model program teams to incorporate features, content, and improvement actions to meet / exceed customer expectations through benchmarking and reading of current / future trends.
• Generate product quality reports for teams to manage internal and external data to support Import, Export & Warranty objectives.
• Rapid dealership support to attend to high ageing concerns and supplying of critical parts sourced from the plant, to ensure vehicle uptime on short notice.
• Provide technical support and feedback to Quality, Field Service Engineer, GTAC Engineer, Zone Manager & CRC agent depending on requirement.
• Manage and retain daily issues reported through Rapid hubs, formalize these to possible dealership process improvements, and feeds into policy reviews.
• Collaborate with QVM (Qualified Vehicle Modifier) Department to ensure accountability of the Warranty for modified vehicles.
• Oversee the Remanufacturing project for Transmissions, and facilitate meetings with all the stakeholders; RPP engineering team, Service provider (s), Purchasing, PS&L, etc.
• Generate and provide a list of parts due for scrapping, share with the parts collection service provider for collection, 
• Parts collection reconciliation for the parts collected with the Warranty auditor and the service provider to ensure accountability of parts collected.
• Market vehicle health management specialist to drive effortless service. Support dealers/customers with connected vehicles data; Vehicle health alert, Remote diagnostics, etc 
• Review FSA capabilities for mobile servicing inline with Warranty Policies and Procedures.
• Manage paint assessing adjudication process.

Qualifications

• B-Tech or Bachelors in Quality Management, Engineering, Commerce
• A minimum of 3 years’ experience in Vehicle / Powertrain Operations, Quality & / or Warranty.
• A minimum of 2-3 Years Dealer Operations Experience.
• Desired a Six Sigma Green / Black Belt certification or associated problem-solving experience.
• Must have a driver’s license.

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Responsibilities

• Warranty Helpdesk support through Telephone, email, SharePoint raised queries with 24 hours response time.
• Overall responsibility for the maintenance and launch of warranty systems for like OWS, BSI and any interface projects as required by the GWO
• Market systems support: managing running changes and launch of warranty systems interface such as OWS/BSI/DMS.
• Support BSI system improvements project related to Warranty for ease of document authenticity, retention in support of warranty audit requirements as part of the GWO governance.
• Ensure timely processing of Warranty queries and overall warranty administration functions like Dealership/Distributor labour rate and Impocost updates.
• Support all warranty training, auditing and claims assessing processes and administration as part of GWO governance.
• Execution of warranty spend avoidance process by reviewing Wear check reports, validate warranty applicability and raising queries accordingly using relevant WSI codes.
• Maintain issue tracking sheet for systems issues and common queries raised and ensuring closure.
• Implementation of process improvements derived from issues raised by Dealerships and Distributor to improve on Customer satisfaction.
• New Dealer & Distributor launch and systems setup for all warranty requirements for SAF and SSA.
• Collaborate with QVM (Qualified Vehicle Modifier) Department to ensure accountability of the Warranty for modified vehicles.

Qualifications

• National Diploma in Computer Engineering, Information Technology, Electrical/Electronic Engineering,
• Min 5+ years in automotive industry, Motor Vehicle Technology or Master Tech Qualification workshop knowledge is an added advantage.
• Proven expertise in IT systems, service, and customer satisfaction industry and / or environment in a warranty will be a definite advantage.
• Experience in Warranty Operations, and good knowledge of the Warranty and Policy Manual
• Must possess a valid driver’s license; ability to travel across South Africa for several days at a time is required. 

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Responsibilities

•  Manage the Ariba requisitions for the FCSD department, from ensuring scope of work is received from the requester, engaging with purchasing for quotes, raising requests, and ensuring receiving/invoicing of goods.
• Ensure all health and safety requirements are adhered to for the department by working with the Health and Safety rep and ensure the departments reports are up to date and completed on time. 
• Ensure training department fleet is up to date and that vehicle ordering and de-fleeting is addressed, including scheduling of any repairs and services for the training fleet and ensuring general upkeep of the fleet.
• Communicate effectively with various team members to ensure the needs of the department are tracked and met.
• Ensure that all maintenance requirements for the SEO building are addressed by engaging with the relevant maintenance teams to resolve any general maintenance issues for the building. 
• Support SEO organizational GAO and ISO requirements by updating the key processes such as, but not limited to; MCRP, CaR, Desk procedures, DRIM, BCP updates and call tree testing.
• Support with all Internal controls’ departmental requirements.
• Work with the central team to ensure training calendars are relevant to the market requirements. 
• Work with dealers on resolving training queries and disputes. 
• Ensure training status is communicated on a regular basis to the dealer network and Field Service Engineers by pulling relevant reports showing competency for specialties.
• Ensure training needs analysis is done regularly and communicated. 

Qualifications

• A degree or diploma from a recognized institution. 
• Qualification in business administration, management, or a related field is preferred. 
• At least 2 years’ experience working on the STARS system. 
• Qualification in project management and/or technical studies would be advantageous. 
• Advanced qualification in Microsoft Excel would be an advantage.
• At least 2 years’ experience at Ford Motor Company preferably with Ariba and STARS experience.
• Previous experience in an administrative role, especially within a similar industry, would be crucial.
• A good relationship with the Ford Dealer Network and experience with dealing with queries would be advantageous.