Warranty Spend & Vehicle Health Specialist

JOB DESCRIPTION

The primary function is to ensure that there are Warranty cost reduction/avoidance initiatives implemented ensuring the delivery of quality products in all vehicles within the market of responsibility.

Key performance indicators include:

• Achieve warranty spend reduction targets for the respective market by applying the spend reduction tools.
• Manage a singular view of the vehicle health to enhance customer ownership and service experience.

Support dealership uptime through the rapid response team.

RESPONSIBILITIES

• Be a point of contact for accountable market with responsible plants within portfolio providing customer insights and ensuring the delivery of quality products meeting with various vehicle source plants globally to ensure South Africa and Sub-Saharan Africa market concerns related to Imported Vehicles, are known to source plants, provide feedback on emerging concerns, and drive issue resolution.
• The organization has defined the warranty value stream map as opportunities which comprises of concern Early Detection, Remanufacturing, Optimizing Diagnostic/Repair, Service diagnostics, etc. and supporting continuous simplification of dealership processes with the focus on warranty spend reduction/avoidance.
• Develop and manage Equipment service part Specs in support of cycle plan and Product Category Management.
• Coordinate with other regions and functions to proactively understand top issues and resolve Through Global Forums and maintain new vehicle sign-off checklist to support new vehicle launches with market data derived from Rapid Technical engagement.
• Analyze and provide supporting data/evidence in support of unique warranty coverage requested by the market.
• Generate product quality reports for teams to manage internal and external data to support Import, Export & Warranty objectives.
• Support market on In Transit Stop Ship (ITSS) concerns including restricting vehicle movements, working with 3rd party providers to inspect/rework vehicles, working with Ford-cross functional teams (Vehicle Logistics, FCSD, MS&S) to ensure all key stakeholders are engaged, and liaising back with the source Plants.
• Understanding the factors that influence customer satisfaction from both a product and customer perspective by engaging forward model program teams to incorporate features, content, and improvement actions to meet / exceed customer expectations through benchmarking and reading of current / future trends.
• Generate product quality reports for teams to manage internal and external data to support Import, Export & Warranty objectives.
• Rapid dealership support to attend to high ageing concerns and supplying of critical parts sourced from the plant, to ensure vehicle uptime on short notice.
• Provide technical support and feedback to Quality, Field Service Engineer, GTAC Engineer, Zone Manager & CRC agent depending on requirement.
• Manage and retain daily issues reported through Rapid hubs, formalize these to possible dealership process improvements, and feeds into policy reviews.
• Collaborate with QVM (Qualified Vehicle Modifier) Department to ensure accountability of the Warranty for modified vehicles.
• Oversee the Remanufacturing project for Transmissions, and facilitate meetings with all the stakeholders; RPP engineering team, Service provider (s), Purchasing, PS&L, etc.
• Generate and provide a list of parts due for scrapping, share with the parts collection service provider for collection,
• Parts collection reconciliation for the parts collected with the Warranty auditor and the service provider to ensure accountability of parts collected.
• Market vehicle health management specialist to drive effortless service. Support dealers/customers with connected vehicles data; Vehicle health alert, Remote diagnostics, etc
• Review FSA capabilities for mobile servicing inline with Warranty Policies and Procedures.
• Manage paint assessing adjudication process.

QUALIFICATIONS

• B-Tech or Bachelors in Quality Management, Engineering, Commerce
• A minimum of 3 years' experience in Vehicle / Powertrain Operations, Quality & / or Warranty.
• A minimum of 2-3 Years Dealer Operations Experience.
• Desired a Six Sigma Green / Black Belt certification or associated problem-solving experience.
• Must have a driver's license.

ABOUT US

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.

ABOUT THE TEAM

Marketing, Sales & Service plays an important role in Ford's revitalization as a modern, progressive vehicle and mobility services company delivering a trusted customer experience. Candidates should have a vast depth of knowledge and expertise in implications of data and taking actions based on those, as well as have a passion for the lifetime value of a customer. Ford MS&S embraces an audience-first mindset and way of doing business that improves customer loyalty, vehicle repurchase, as well as additional sales of vehicles, parts, accessories and services. We are the eyes, ears and voices of Ford, meeting customer demand by delivering the right products to the right dealers at the right time.