DETAILED ACTIVITIES: **1. General duties:** **_1.1 Field Service_** • Deliver technical advice and Ford products to Dealer’s technicians & customers via email and telephone, TSR form. • The FSE to attend daily review of open issue from HAR with Tech’s Hotline team to ensure all issue at dealership are need to be solve at first time service. • Ensure all open issue from HAR is needed to close within one day service. • Provide technical assistance and hands-on to Dealer's Technicians to diagnose and fix the hard concerns in all kinds of systems on Ford vehicles such as: Engine, automatic transmission, electrical control, front/rear axle, Ford diagnostic equipment, etc. • Monitor Service Process implementation in car repairing at dealerships such as: using Special tools, correct oil/fluid, workshop manuals, maintenance process, etc. • Co-ordinate with relevant groups in FVL to resolve outstanding concerns and customer assistance requests. • Develop technical reports which are delivered to Global Concern Report System (in websites.) and Cross-functional groups at Ford VN. • EDSR translate & approve. **_1.2 ESSTs, Workshop Equipment and Diagnostic Equipment_** • Audit dealers about ESSTs, Workshop equipment (Wheel Alignment, Brake tester, etc.). Request to replace/add on equipment or/and ESSTs if necessary. • Provide technical support and claim process relating to diagnostic equipment with suppliers. **_1.3 Warranty_** • Review and approve Prior Approval claim at Level 1 in Servis2 (Warranty Control System). • Collecting warranty parts from dealerships every 6 months. **_1.4 Customer Handling_** • Involve in handling customer complaints from Customer Assistance Relation center (Ford VN), Dealer DCRC, etc. via website, telephone, customer complaint letter, email, social network, etc **_1.5 Service Publication & Service Bulletin_** • Translate and share SSM to dealer’s Technicians. • Support to translate APA TSBs & GSBs. Manage & follow up the TSBs, GSBs, Publication usage **_1.6 Field Service Action (FSA)_** • Monitor Field Service Action implementation at dealerships. • FSA report. **_1.7 Take care of company cars._** **_1.8 Provide Technical support to Import cars at Hiep Phuoc Port or/and Vehicle Compound store._** **_1.9 Any others tasks as assigned by direct Supervisor or Head of Department based on Business' requirements_** **2. People Development & Management:** • Conduct people processes effectively within function: • Objectives Setting • Individual Development Plan/ LDEP • Training Needs Assessment • Performance Appraisal (Interim & Year End) • Succession Plan **3. Compliance:** • Maintain & apply quality control system in working area including but not limited to TS16949, ISO14001, QOS, Ford Production System. • Comply with Company policies/procedures/programs At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation. **Internal:** Provide the internal customers which Job Holder has interaction **External:** Provide the external customers which Job Holder has interaction + Required Education/ Background: _Bachelor Degree in Marketing, Economics, Commerce/Trading, Business Admin, Automotive Engineering/Mechanics_ + Minimum experience: _At least 3 years experiences in Automotive industry_ + Others: + _Experience in aftersales service/products is a plus_ + _Business Acumen is a plus_ + Customer Service experience. + Good at English (Writing, Speaking & Listening) and MS Office (Word/Excel, Power Point). + Good analytical skill. + Creative, team work, careful and capable to learn new concepts + Good communication and interpersonal skills (negotiation, coordination, presentation…) + Good at customer satisfaction-oriented mindset **Requisition ID** : 42422