The Uptime Manager is responsible for improvement of overall vehicle uptime in South Africa. 

The role will identify key process failures resulting in workshop vehicle aging at Ford Dealerships, collaborate, act and close the gap with multiple stakeholders (both internal & external) on factors impacting this workshop turnaround and cause risk to uptime objective delivery. 

He/she is to support, consult, coach and drive improvement of business processes and performance for the Dealer’s parts & service departments, with the purpose of meeting key FCSD business and customer satisfaction objectives and driving improvement opportunities. 

KNOWLEDGE, SKILLS and ABILITIES 

Independent individual with strong organizational skills with the ability to work under tight deadlines in a pressurized and often unstructured environment with different daily challenges.  Results driven individual with strong business acumen Proficient multi-tasker, with timely delivery of multiple requirements without compromising quality.  Proven effective planning and time management skills. Ability to influence across all levels of internal & external stakeholders. Good interpersonal and communication skills (includes presentation Skills; written and verbal) Problem-solving skills with diplomacy and solving for the whole. Conflict Management skills, and very strong emotional resilience  Excellent analytical skills and the ability to do detailed root-cause analysis and provide clarity through data and facts. Must be able to work independently and take own initiative to ensure the expected results are achieved. Have a can do, find a way attitude and a very strong emotional resilience. Team player who is able to naturally collaborate, cut across boundaries and break down silos. Meticulous attention to detail is an absolute MUST.

QUALIFICATIONS and EXPERIENCE

Degree or National Higher Diploma in a relevant field (Business Management, Marketing, Finance, Communications, Engineering, Supply Chain) 3+ years’ experience within the Automotive industry and / or automotive Dealership environment in a business consulting or operational role is a must. Experience in an automotive Aftermarket parts and service environment, OEM Aftersales environment and/or field role will be a definitive advantage. Technical understanding/ability and/or experience of Manufacturing environment an advantage High competency and proficiency in Microsoft Excel as well as PowerPoint Affinity to learn new internal systems and drive collaboration and improvement Fluency and proficiency in English is a must

Improving overall Uptime of Vehicles for SAF, including project managing the Rapid Hubs, which are a key launch initiative. This role includes – but is not limited to – the following functions:

Responsibilities & Outcomes: 

Lead the Daily VOR discussions and work with cross functional teams (FCSD, PS&L, SEO, Quality, CRC) to address systemic process / bureaucratic issues that lead to high ageing vehicles at Dealerships in accordance to annual objectives set Develop, implement, monitor and raise the bar on any non-performing Dealers through implementation of focused sessions and corrective action plans Proactively support Dealers in identifying the root cause of their concerns (i.e. Warranty, Technical, Parts) and drive efficient resolution with relevant Ford skills teams. Work with IMG Uptime workstream for implementing dedicated sprints for improvement in high-aging cases and support additional initiatives or projects Planned for Uptime improvement in IMG. Monthly Reporting & Analytics of KPIs of the uptime, monitor performance, meet and raise the bar, or support incentive payouts Improve Dealer Satisfaction in support of DSI measurement performance  Close the loop between PVT, Manufacturing, FCSD and Sales on various new launch related issues Assess daily Uptime exclusion requests in accordance to Uptime Exclusion Policy. Effectively communicate, and flag risks and implement remedial action with necessary stakeholders to limit/mitigate impact of issues onto Uptime KPIs. 

Business management

Support onboarding of any new Dealer onto Uptime, including reporting, system activation or integration and associated training or processes through collaboration with various stakeholders and issue resolution.  Remote support to Zone Managers for follow up with district specific VOR when resource availability is restricted.  Dealership parts and service staff levels (review/advice and counsel where it impacts Uptime)

Compliance

Review/advice and counsel to ensure compliance and adherence to all Uptime related aftersales systems, policies and procedures by stakeholders.

Collaboration & Partnerships: 

Work closely with PS&L, SEO and Regional Skills Teams to ensure alignment of strategies and sharing of best practice  Participate in or lead projects that involve multiple departments, promoting integration and cohesion across the organisation.

Engage with key stakeholders - including suppliers - to understand their needs and provide solutions that support the overall mission of the team