Product Concern Engineer
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Job Location:
Monthly Salary:
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Concern ID and Resolution (CIDR) is a department within Ford Company Customer Service Division (FCSD). This team monitors multiple data sources to identify any trending vehicle concerns that technicians are unable to readily resolve. These concerns are then managed through to resolution with support from Product Development (PD) and other functions.
Typically a Technical Service Bulletin Short Service Messages General Service Bulletins etc are issued to Dealers to instruct technicians on the appropriate repair direction. Technical Service Bulletins are authored in a system called Technical Web Authoring System (TWAS).
This position is required to project manage each technical bulletin & releases to the Ford dealerships.
Responsibilities
- Identify emerging customer technical concerns using Global Customer Quality Indicator System (GCQIS) and the Concern Monitoring Team (CMT) process
- Monitor and track these Concerns and drive resolution and closure in line with global metric targets
- Develop strong relationships with Product Development and Plant Vehicle Team engineers / Subject Matter Experts and support them as they work to resolve product concerns
- Assist engineering with validating Customer focused Dealer appropriate cost effective service fixes
- Provide support to Service Engineering Organization (SEO) Current & Past Service Engineering team Plant Vehicle Team (PVT) Quality Office and others on their use of GCQIS
- Work with engineering and local Market SEO to utilize the CMT / QSF process to facilitate lower warranty costs and improved customer satisfaction
- Support the IMG Technical Hotline and the markets Field Service Engineers (FSE) sharing timely concern resolution and technical knowledge
- Own the process of coordinating accurate and timely Dealer communications (Technical Service Bulletins - TSB Special Service Messages - SSM and other documents as required) in accordance with the Global Authoring Standard
- Coordinate the sharing of service fix information to the applicable IMG markets
Support weekly Concern Monitoring Team (CMT) meetings and attend weekly Product Development Quality Review (PDQR) Functional Quality Review (FQR) Field Service Quality Review (FSQR) meetings
Key Deliverables in position
- Deliver concern resolution following QSF process to meet customer requirements and defined metrics
- Deliver improved Warranty Spend by Commodity within assigned IMG markets
- Reduction in unresolved concerns and improved vehicle serviceability
- Engagement with LVEA and Regional alignment towards Global vehicle programs
Qualifications
Tertiary qualification in Engineering (Aerospace Automotive Mechanical Mechatronics Electrical or similar) and have strong technical competency in the Automotive sector. Alternatively applicants with an Accredited Automotive Trade Qualification and significant industry experience may also be considered.
In addition to the Qualifications Required below it is expected the applicant will have
- 3 to 7 years workplace experience within the Automotive Industry (Manufacturing Product Development or Service)
- Extensive knowledge of vehicle systems
- Proven communication and presentation skills (written and verbal)
- Time management and planning skills
- Good MS Office skills particularly PowerPoint and Excel
- Good to have - Experience in SharePoint and tracking systems
- Knowledge on Power BI Alteryx click sense is an added advantage
- Display a passion for the automotive industry and a drive for results
Required Experience:
IC
Key Skills
- APQP
- Six Sigma
- GD&T
- Root cause Analysis
- CAD
- Project Leadership
- SolidWorks
- Mechanical Engineering
- Quality Management
- Product Development
- Catia
- Manufacturing
About Company
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