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