The FSE is responsible for all technical concerns from the Rapid Hub he/she owns including all Technical Assistance Centre (TAC) escalations.  The role also contains a training element as we engage with dealer technicians to provide on-the-job training and guidance.

KNOWLEDGE, SKILLS and ABILITIES (KSA)

Strong verbal communication and writing skills in English. Fully competent with vehicle diagnostics and technical repair of vehicles. Process orientated with a disciplined, enquiring, and empathetic approach to problem solving. Outgoing approach to engage with people with a view to resolving and teaching. Good time management and prioritisation skills. Self-motivated, responsible, and dependable with sound ethical values and a good grasp of business relationships. Proficiency in the use of Windows, MS Outlook, MS Word and MS Excel.  Prepared to travel locally and internationally at short notice and for multiple days at a time.

QUALIFICATIONS and EXPERIENCE

Tertiary Engineering qualification (Minimum 3 year diploma) from a recognized university/college. Vehicle diagnostics and technical problem-solving experience a must.  PTS and FDRS Experience will be beneficial. Dealership operations and workshop experience an advantage. Must have a valid South African Driver’s license Must have a valid Passport Lead & support dealer technicians to diagnose and resolve high ageing technical concerns which cannot be addressed through the TAC. Provide technical support to TAC engineer / Zone Manager / CRC agent on litigation. Summarize the cause of all concerns and submit a One-Pager within the agreed timelines after the dealer visit to flow information through to the relevant PVT engineering teams. Lead Technical Audits, Skill Inventory analysis and PDI audits. On-the-job training to technicians for TSB, FSA, SSM, SST usage and diagnostic concerns. Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Skill Mix, Technician competence, Special Service Tools and equipment requirements. Support central SEO / PCE / PD / PVT teams on technical concern or fix validations, TSB corrections, workshop manual corrections and training contents corrections. Support on Vehicle Off Road (VOR) / Rapid Hub / CRC initiatives on daily review of open/ageing concerns along with Cross-Functional Teams and address diagnostic related ageing concerns by guiding dealer technicians. Support Fix It Right First Time by assisting dealers with a good technical diagnosis and workshop practice to provide robust fixes to customers. Attend relevant PCE / PVT meetings for information sharing and emerging concern update. Support / conduct regular Service Manager and Service Foreman meetings.  Vehicle Off Road (VOR) Days Measured. Dealer Satisfaction Index. Quality of Information Reported to PVT/ CRC / TAC. Fix It Right First Time Measurable.