Field Service Engineer

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.