Market Executor - DOE

As a Market Executor for IMG Service Operations at Ford, you will lead two critical initiatives: Vehicle Uptime and Service Convenience. You will drive operational excellence in the automotive service industry, focusing on reducing vehicle downtime and enhancing the service experience for Ford and Lincoln vehicle owners.

Responsibilities

Key Responsibilities:

• Drive Vehicle Uptime Performance:
• Lead efforts to reduce the time vehicles spend off the road in assigned markets.
• Focus on key Uptime metrics such as Repair Order Duration, VOR aging, and Same Day Delivery performance.
• Analyze VOR data daily to identify trends, gaps, issues, opportunities, and best practices.
• Collaborate with market zone managers to develop Uptime improvement plans.
• Establish and train dealers in VOR management processes and governance.
• Lead Service Convenience Initiatives:
• Implement and expand key Service Convenience Initiatives across International Markets Group markets.
• Monitor performance and address gaps to ensure sustained initiative success.
• Analyze dealer performance for SCIs, identify challenges, and work with market leaders to improve adoption and effectiveness.
• Conduct On-Site Dealer Support:
• Visit high-impact dealers for in-depth analysis of service operations.
• Help dealers identify and resolve process bottlenecks and implement effective VOR governance.
• Train dealer staff on Uptime and Service Convenience best practices.
• Manage System Enhancements & Technology Support:
• Collaborate with internal and external teams to enhance service systems, improve data accuracy, and streamline reporting.
• Inform markets of system updates and provide training on new functionalities.
• Strategic Planning & Data Analytics:
• Update Uptime and Service Convenience metrics in global reporting tools.
• Contribute to setting annual objectives by analyzing performance, identifying opportunities, and forecasting trends.

Qualifications

• Education: An Engineering Degree.
• Experience: 5-7 years total work experience, including 4-5 years in OEM After Sales (Service) for Passenger Vehicles in Customer Service Operations.
• Knowledge: In-depth understanding of Dealer Operations, particularly After Sales processes that impact and enhance customer experience.
• Key Skills:
• Exceptional analytical abilities for thorough root cause analysis.
• Strong critical thinking, problem-solving, teamwork, and coordination skills.
• Outstanding communication, presentation, and people skills.
• Proven organizational, planning, and time management abilities.
• Quick & Adaptive learner, initiative-taking, Self-motivated and able to work independently.

Travel

• Willingness to travel extensively, both domestically and internationally, for on-site consulting and market visits.