Technical Hotline Specialist
福特汽车（中国）有限公司
- 公司规模：10000人以上
- 公司性质：外资(欧美)
- 公司行业：汽车
职位信息
- 发布日期：2014-08-17
- 工作地点：上海
- 招聘人数：1
- 工作经验：5-7年
- 学历要求：本科
- 职位月薪：面议
- 职位类别：其他
职位描述
Roles and Responsibilities:
1. Manage technical hotline daily operations in support of the FIRTFT and customer satisfaction targets.
2. Manage overall Technical Hotline strategy, including identifying centers of excellence, appropriate suppliers, metrics, and systems to enable a consistent/consolidated Tech Hotline Operation.
3. Work with AP/NA Technical Hotline teams to resolve difficult technical concerns/issues and provide solutions to Lincoln China dealers
4. Support Warranty Department by providing technical support on warranty claims review
5. Manage Prior Approval strategy and process to provide diagnostic assistance and warranty authorization
6. Provide technical support to validate and evaluate publications and SST/Equipment
7. Act as a technical SME in support of 3R policy implementation
8. Assist Engineering with developing and validating cost effective service fixes where appropriate
9. Monitor daily technical hotline records and escalate major issues/concerns through quality GQS/GCQIS for resolution for production ad service fix
10. Monitor and asses dealer FITTFT and repair ability and identify the areas the dealer is lacking off (Tech training, insufficient service info, improper use of the special tools) and provide solutions for improvements
11. Support technical training curriculum development by reviewing and providing technical expertise to ensure quality of technical training materials
12. Ensure clear and consistent communication and coordination with dealers.
Requirements:
- Minimum Bachelor Degree (Automotive related preferable)
- 5 - 7 years working experience
- Strong automotive hands-on and diagnostic experience in technical & process implementation, strong knowledge/experience of dealership operations/processes
- Experience in premium Auto brand is preferred
- Preferred previous experiences asField Technical Support Engineer or Technical Hotline Specialist position
- Ability to assess local Market knowledge and apply accordingly
- Strong experience of technical and diagnostics
- Strong understanding of dealership operations
- Ability to manage and direct multiple personnel, projects, dealers
- Proficient with Microsoft Office
- Strategic Planning and Tactical Execution
- Strong project management skills with proven ability to scope & deliver projects to the agreed timing
- Collaboration skills needed to implement and change existing dealer processes
- Effective communication skills
1. Manage technical hotline daily operations in support of the FIRTFT and customer satisfaction targets.
2. Manage overall Technical Hotline strategy, including identifying centers of excellence, appropriate suppliers, metrics, and systems to enable a consistent/consolidated Tech Hotline Operation.
3. Work with AP/NA Technical Hotline teams to resolve difficult technical concerns/issues and provide solutions to Lincoln China dealers
4. Support Warranty Department by providing technical support on warranty claims review
5. Manage Prior Approval strategy and process to provide diagnostic assistance and warranty authorization
6. Provide technical support to validate and evaluate publications and SST/Equipment
7. Act as a technical SME in support of 3R policy implementation
8. Assist Engineering with developing and validating cost effective service fixes where appropriate
9. Monitor daily technical hotline records and escalate major issues/concerns through quality GQS/GCQIS for resolution for production ad service fix
10. Monitor and asses dealer FITTFT and repair ability and identify the areas the dealer is lacking off (Tech training, insufficient service info, improper use of the special tools) and provide solutions for improvements
11. Support technical training curriculum development by reviewing and providing technical expertise to ensure quality of technical training materials
12. Ensure clear and consistent communication and coordination with dealers.
Requirements:
- Minimum Bachelor Degree (Automotive related preferable)
- 5 - 7 years working experience
- Strong automotive hands-on and diagnostic experience in technical & process implementation, strong knowledge/experience of dealership operations/processes
- Experience in premium Auto brand is preferred
- Preferred previous experiences asField Technical Support Engineer or Technical Hotline Specialist position
- Ability to assess local Market knowledge and apply accordingly
- Strong experience of technical and diagnostics
- Strong understanding of dealership operations
- Ability to manage and direct multiple personnel, projects, dealers
- Proficient with Microsoft Office
- Strategic Planning and Tactical Execution
- Strong project management skills with proven ability to scope & deliver projects to the agreed timing
- Collaboration skills needed to implement and change existing dealer processes
- Effective communication skills
公司介绍
公司宗旨
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.
福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。
今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。
打造更美好的世界，让每个人自由移动，追逐梦想
OUR PURPOSE
To help build a better world, where every person is free to move and pursue their dreams.
福特汽车公司作为全球汽车企业之一，提供包括设计、制造、销售高品质的轿车、SUV、卡车、电动车型、林肯品牌豪华车型及相关售后服务，并以先锋创新的品牌精神与Ford+发展计划为指导，建立全时全方位的新型客户关系，重振汽车业务，引领电气化革命，全面推进企业现代化，利用智能网联软件、数据和服务，不断提升客户体验。
今年正值福特汽车公司成立118周年之际，福特秉持“打造更美好的世界，让每个人自由出行，追逐现梦想”的宗旨，到2025年底在电气化业务方面全球投入300亿美金，ALL-IN电气化，并已成立全新电池创新中心Ford Ion Park，投资研发固态电池。面向L4级别自动驾驶，福特第四代自动驾驶测试车已上路，Blue Oval智能科技平台，携手苹果、亚马逊和百度等，打造更智能的生态系统。在Ford+发展计划的指引下，福特汽车正在驶入新的发展之路。