FordPRO Smart Customer Solutions Uptime Team Member

Ford Otosan; Sancaktepe; Hybrid; TRY 60,000 - 90,000; Full time

Job summary

A leading automotive manufacturer in Turkey seeks a professional to enhance customer vehicle uptime by identifying off-road cases and implementing timely interventions. Candidates should have strong problem-solving abilities, be experienced in diagnostics, and possess effective communication skills. This role offers flexible working conditions and continuous personal development opportunities.

Benefits

Hybrid working model

Membership in Koç Pension Foundation

Flextra side benefits

Qualifications

• Experience in diagnosis and diagnostic systems.
• Knowledge of electrified vehicles is preferable.
• Effective communication, motivation, and collaboration with teams.

Responsibilities

• Minimize customer vehicle downtime by identifying off-road vehicles.
• Proactive intervention for Vehicle Off Road (VOR) cases.
• Analyze past data to develop intervention processes.

Skills

Problem solving

Data Analysis

Strong communication skills

Critical thinking

Trouble shooting

Job description

Overview

About The Job

We believe that our employees are the foundation of our success and the source of our strength. Our vision is to become Turkey's most valuable and preferred industrial company that champions equality in the workplace. Join us in shaping the future of the automotive industry at Ford Otosan!

We believe that our employees are the foundation of our success and the source of our strength. Our vision is to become Turkey's most valuable and preferred industrial company that champions equality in the workplace. Join us in shaping the future of the automotive industry at Ford Otosan!

Responsibilities

• The Uptime Product empowers Ford and its dealers to minimize customer vehicle downtime by swiftly identifying off-road vehicles. This proactive approach allows for timely interventions, ensuring that we can resolve off-road situations more efficiently for our customers. Ultimately, it serves as the cornerstone of our commitment to customer uptime.
• The main objective of this role is to identify Customer Vehicles Off Road (VOR) cases in real-time and proactively intervene to resolve VOR cases faster, thereby reducing retail and commercial vehicle customer downtime.
• Prioritize on the basis of downtime by investigating VHA (Vehicle Health Alert) data from the connected Vehicle.
• Determine early detection methods with Engineering teams for prioritized VHA data.
• Design the fastest method to ensure that the vehicle can continue to be used (uptime) before the failure occurs or at the time of failure.
• By analyzing/learning past data, design the flow about how to intervene in case of a similar problem in the vehicle (Towing/Road Assistance/Dealer).
• Ensure the communication of the systems with each other for the fastest intervention in the vehicle with malfunction by working together with the relevant teams (Customer Relations/Call Centre/Spare Parts/Dealer).

Qualifications

• Net Promoter Score increased (Service and CRC NPS).
• Risk of Reacquired Vehicles & Buy-backs reduced.
• Pro-active VOR cases for Customer Assist intervention are created automatically.
• Customers are kept informed about their vehicle service status.
• Current manual, incomplete VOR reporting replaced w/ integrated, real-time VOR reporting.
• Implement CX Platform and scale key data integrations.
• Establish seamless case management across Customer Assists and Parts & Technical Assist.
• Automotive industry, product knowledge and aftersales area.
• Having experience in diagnosis and diagnostic systems.
• Preferably Electrified vehicles knowledge.
• Problem solving, trouble shooting.
• Data Analysis.
• Communicate effectively, share thoughts and ideas and motivate action.
• Strong communication skills, both written and verbal.
• Critical thinking and negotiation skills.

Role Location

Sancaktepe, İstanbul

What We Offer / Start Your Career

• We have hybrid working model and you can enjoy being part of an agile team.
• You'll become a member of Koç Pension Foundation.
• You and your loved ones will enjoy the benefits of KoçAilem.
• You'll choose the side benefits with Flextra.

The only criterion evaluated in the recruitment and employment is suitability for the job; equal opportunity is provided without any discrimination.

About Us

Ford Otosan, being one of the top three exporting companies in Turkey since 2004, has achieved 13 consecutive years of automotive industry championship and is Turkiye goods product export champion for 9 years in a row. Ford Otosan operates in 4 main centers with its Gölcük and Yeniköy Plants in Kocaeli, Eskişehir Plant in Eskişehir, Sancaktepe R&D Center and Spare Parts Warehouse in İstanbul and Craiova Plant in Romania employs more than 20,000 people. Kocaeli and Eskişehir Plants are listed among Ford's 'Best Vehicle Production Centers' and Eskişehir is the only factory in Turkiye that can produce vehicles, engines, and powertrains in the same center.

Ford Otosan, standing out with its sensitivity regarding social responsibilities, also carries out several social responsibility projects in many fields including education, healthcare, culture, arts, and sports on “Future. Now” vision. Ford Otosan, also carrying out awareness studies on gender equality since 2013 with the understanding of "Equality at Work", became the only automotive and the first and only industrial company from Turkiye to be included in the Bloomberg Gender-Equality Index in 2021.

The building blocks of our new corporate culture, which we call “Dynamic Balance”, our values are mutual trust and respect, value each other and affection, openness to change and innovation, open and transparent communication.

A common culture brings us to a common sense and purpose, helps us to work in a positive atmosphere of trust, ties us closer and helps us to reach a stronger future all together.