IMG Uptime is an initiative within the Ford Customer Service Division (FCSD) team which will deliver transformational change by rethinking how we support our Dealers & customers when a Ford or Lincoln vehicle is off the road requiring repair. This effort includes understanding and redesigning existing processes, constant tracking of Vehicle Off Roads (VOR) and ensuring pro-active support to deliver the Vehicle back to customer at the earliest. Further, this initiative will transform the customers experience by working cross functionally to better coordinate the assistance, proactively engage with our Dealers, improve process efficiency. This work will result in reduced time off road for our customers when they have any mechanical issue with the vehicle, are waiting on a part or need any assistance from Ford to get their vehicle back on the road.
 

The candidate should ideally have experience with knowledge of Dealer Management Systems and their data elements, as it is key information that helps us to understand the customer journey. Candidate will have to work from India and will be responsible to deliver Uptime objective for IMG Markets.

An Engineering Degree with more than 5-7 Years of Total Work Experience A minimum of 4-5 Years of OEM (Passenger Vehicles) experience in After Sales (Service) department with Min. 04 years’ Experience of working in Customer Service Operations.​ Very Good understanding and In-depth knowledge of Dealer Operations, particularly After Sales processes facing & influencing Consumer Experience. Excellent analytical abilities to dwell on a thorough Root cause finding​. Critical thinking, Problem solving, Teamwork, Co-ordination Skills. Outstanding communication, Presentation, and people skills to work with international markets. Proven Effective, organizational, planning and time management skills. Willingness to Travel (Domestic / International) extensive for onsite consultancy.

1). To Deliver VOR Metrics for assigned Markets:

Cascade VOR Metrics to Market and Own them along with Market. Daily Analysis of VOR Data (from Dealerview & Uptime DB) for all Market, understand pain points, sweet spots and opportunity for improvement for Market and share it regularly with Market. Discuss, align and agree on next actions / steps on VOR Improvement with Market Zone Managers / General Zone Managers. Establish VOR Governance Process at Market and at Dealer. If require, Train Dealer staff for the same. Continuously working on Uptime improvement actions with Monitoring VOR Metrics and Improve. Lead Review discussions with Market (Regular meeting with ZM / High Impact Dealers / High Impact ZM) and Cross Functional Team (Parts / SEO / CRC etc.). Handholding, Training & Coaching to ZM for Dealership Performance Analysis and Improvement Actions. Work with DMS / Dealerview etc. on enhancement / development for improving Dealer processes and ease & accuracy in Data reporting. Drive SDD related actions for Dealers with enhancing usage of CX initiatives like ES, PDL, MSV etc. Drive issues with respect to Manpower availability & Skill, PNA, Diagnosis etc. with respective Team. Prepare and maintain A3 Bowler for VOR Journey with regular updates on KPI and Actions by respective departments for each market and provide weekly status update on the progress. Update the Progress of each market on VOR Metrics to Sr. Mgmt. Team (weekly / Bi-weekly). Monthly Reporting & Analytics of Uptime KPIs to Market Leaders and progress on actions. Various Data Analysis from different systems (RO Journey) and to identify opportunities for VOR improvement will be continuous and ongoing task and to deliver VOR Objective with implementing different solutions with Market.

 

2). Dealer Visits for Uptime Improvement Project:

Work with Market and Identify list of High Impact Dealers to visit, Scope of work to be deliver and time to be spent at each dealer and get alignment / agreement with Market for the same. Get timely approval of Travel request and Visa as per Business practice. Advance information of Agenda to Dealer Team along with Performance issues, Manpower & Skill requirement gaps and other pre-requisites on Dealer readiness before the visit.  Deep dive analysis of reasons for all Open RO ageing & SDD (Same day Delivery) Performance along with key stake holders of Dealership and also review VOR Governance Process at Dealership. Assist Dealer (SA, FS & SvM) to identify process gaps / bottlenecks, demonstrate VOR Governance Process effectiveness to track and control VORs. Study Dealer and Ford Process on Parts Order & Dispatch and SEO Process on Diagnosis support & FSE utilization and to report gaps and to work on improvements with respective Team.  Handhold & train Dealer staff for adhering set process and to share Best Practices to improve Uptime. Develop Process Fixes and Action Plan in agreement with Dealer & ZM to eliminate bottlenecks and document the same in the Uptime Playbook. Implementation of VOR Governance Process as per FGE, limited to implement the structure of Morning meeting (for Carry over review) & Afternoon meeting (for SDD Review). Set up Sustenance with periodic review of agreed process fixes and VOR governance. To share Key learnings, Improvement Actions, Approach for Uptime improvement and Best Practices with Dealer and ZM thru Playbook. Monitoring of Uptime performance post visit and sustenance support to Dealer & ZM.

 

3). Dealerview Implementation and Enhancement:

To work for Dealerview enhancement to improve Data accuracy and reporting basis Market & Dealer Input. Keep Market updated for progress on Dealerview Enhancements and train on new features in Dealerview. Drive critical issues and enhancements with Dealerview with set Timeline with regular reviews. For New Markets Dealerview implementation, actively work with Market, Ford OGC, Dealer, DMS and Dealerview Team to set roles & responsibility and to deliver Project on agreed timeline. Lead Dealerview VOR Tracking and case management Training for Existing / New market.

 

4). Dealer Support on Innovation with Technology Support (for IMG Markets):

To connect with Dealerview, Global UDB, DCDS, Ford IT, GDIA, GTAC, Panda (and SAP) Team to work on New / existing projects for Dealer support thru Technology. Regular market connects to understand their requirements and to provide Creative & Innovative solutions to identify and eliminate waste in the process. To use Connected Vehicles data and develop intelligence in Nectar and Dealerview for VOR calculation.