The Field Service Engineer (FSE) reports to the Service Engineering Operation and Manager (SE&O). This position
has overall responsibility for handling Core SEO Functions to assistance Ford Dealerships and their Technicians
on both "hard to fix" vehicles issues or non-repair technical questions in their respective regional. To working with
Ford Dealership to ensure all technical process has been implemented and following the right process including
technicians competency and ESST+SST are in place and ready to service.
Improve technical communication:
• The FSE to attend daily review of open issue from HAR with Tech’s HL team to ensure all issue at
dealership are need to be solve at first time service.
• Sharing the right repair process to Tech’s HL, Technical Trainers and Technical Support Specialist to
develop SSM and share to dealership to improve FIRFT
• Working together with ASEAN Quality Specialist Engineer to support CMT process
Support dealerships and Regional team members by handling requests for vehicle repair assistance and
non-repair technical support, as assigned by the market Service Engineering and Operations Manager (SE&O)
• The FSE provides vehicle repair assistance for concerns a dealership has been unable to repair after
working with the Technical Hotline
• The FSE provides non-repair technical support in areas such as technician training, tools/equipment and
dealership process improvement
• Handle requests for assistance received directly from dealerships or Regional personnel (Zone Manager),
as appropriate.
• Prevent buy back vehicle from customer
• Identify and document root cause of repair assistance requests assigned for handling.
 Communicate root cause and any related recommendations to dealership management and
appropriate Regional team members.
 The FSE also monitors root cause, recommendation information for dealerships and follow-up as
needed
Expand the overall repair capability of assigned dealers by motivating them to:
• Manage Ford Dealership to ensure number of technicians and level mixed are meet the target.
• Support Dealership to set up development plan to improve technician competence.
• Ensure the needed tools and equipment are available to perform proper diagnosis & repair and help
dealers to monitor number of tools set are to be enough to support at dealers service.
• Implement/monitor key processes that needed to support proper diagnosis and repair.
• Utilize dealer technical performance reporting to proactively identify and prioritize opportunities for
improvement at the dealership.
• Support dealership to manage the warranty parts review and disposal process at dealers.
• Assessment technicians competency and provide feedback to training department to align with the
technical training core
Support customer satisfaction through the following enablers:
• Providing timely response and accurate repair assistance by keeping Master training.
• Assisting, fixing and prevent buy back vehicle from customer.
• Documenting root cause of vehicle concerns in EDSR, HAR and approve to GCQIS.
• Helping dealerships identify opportunities for improvement in their repair and technical customer handling
processes (FIRFT) and assisting the dealerships with making the improvements.
• Assisting dealerships to establish short/long term technician training plans to maintain shop competency.
• Supporting company efforts to recruit, recognize and reward dealer technicians.
• Meeting with customers, when necessary, to help resolve technical concerns they may have with their
vehicles.
Education Qualification: Bachelor’s degree in Mechanical Engineering or related field.
No. of Years of Experience: At least 5 to 7 years in Automotive Industry is a plus
Professional Exposure (Technical Skills): Engineering background in Automotive Industrial is preferable
Preferred previous experiences: Mechanical aptitude
Functional Skills: Good English proficiency communication ,reading and writing, Computer literacy level
Behavioral Skills: Good presentation skill, Communication and interpersonal skills,
Special Knowledge/Skills: Work well under pressure and highly achievement oriented; Self driven and motivated with a positive attitude
Required: Ability to develop open and cooperative dealer relations
Any Others: Ability to travel occasionally: Knowledge of dealership Network
