• Job Description

  Req#: 20902

  Uptime Specialist - ASEAN & APDM is a new position opened in Uptime vertical under Dealer Operations Excellence Department. It will be based at Chennai - India and can be considered with Hybrid working option. Selected candidate has to drive Uptime improvement Activities and to deliver VOR Metrics for the Market (ASEAN & APDM) with applying his / her Knowledge of Customer Service Operations and problem-solving skills. Candidate may require traveling to Market for delivering Uptime improvement projects.

  Qualifications

  # Candidate should have following Qualifications & Skills for meeting the selection criteria:

  • An Engineering Degree with more than 8 Years of Total Work Experience
  • A minimum of 6 Years of OEM (Passenger Vehicles) experience in After Sales (Service) department with minimum 4 Years’ Experience of working in Field Service Operations.
  • Very Good understanding of Dealer After Sales Operations
  • Preference will be given to candidates previously worked in Uptime & Workshop Productivity improvement.
  • Excellent analytical abilities to dwell on a thorough Root cause finding .
  • Excellent communication, Presentation, and Inter-personal skills to work with international markets.
  • Proven Effective, organizational, planning and time management skills.
  • Project Management Skills
  • Willingness to Travel (Domestic / International) extensive for onsite consultancy

  Responsibilities

  1. To Deliver VOR Metrics for assigned Markets (ASEAN & APDM):

  • Responsible to deliver improved Vehicle Uptime (reduced VOR - Vehicle Off Road) by owning Uptime objectives.
  • Analyze Uptime metrics to identify opportunities for improvement.
  • Work with Market to fix the gaps in Dealer process, systems and manpower etc.
  • Drive actions to maximize the Same Day Delivery (SDD) of Vehicles by working on key enablers / CX initiatives like Express Service, Pickup & Delivery, Mobile Service etc.
  • Apply Lean Principle (eg. A3 Problem Solving Approach) to improve Uptime.
  • Conduct Focus Group Review with High Impact Dealers.
  • Training, Coaching & Handholding to Zone Manager on Uptime improvement.
  • Lead reviews at various level within Ford and report the progress.
  • Overall Analytics and timely reporting of KPIs.

  2. Dealer Visits for Uptime Improvement (ASEAN & APDM):

  • Identify high impact Dealers and make visits for improvement.
  • Gemba Visit and Deep dive analysis at Dealerships for identifying reasons for VOR & Non SDD.
  • Identify bottlenecks (Idle time) in Repair Order processing.
  • Brainstorm with Dealer Team and ZM to identify key actions for fixing the gaps.
  • Develop Process Fixes and Action Plan in agreement with Dealer & ZM to end bottlenecks.
  • Training, Coaching & Handholding to Dealership Leadership Team on Uptime improvement.
  • Capture Key learnings and best practices in Uptime Playbook to drive improvement in Dealership.

  3. Implementation and Enhancement of Uptime Management Tool (Dealerview):

  • To work with Dealerview Team for delivering SOW throughout the year.
  • Connect with Dealerview implementor for Market to understand New / Enhancement requirements specific to the market in Dealerview and work with Dealerview for development and delivery of the project.
  • Review and drive the status of Ongoing Technical issues and Enhancement requests with Dealerview to deliver it in set timeline.
  • To work and assist New Markets for successful implementation of Dealerview within agreed timeline.
  • Lead reviews at various level within Ford and report the progress.
  • Lead and plan Dealerview Operations Training for Existing / New market.

• About the company

  Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation.

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