Technical Product Team Member, İstanbul | Koç Kariyerim

We believe that our employees are the foundation of our success. 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!

Role Description

The Technical Product Specialist ( Int'l Markets) drives aftersales operations in both plant and field. The main objective is to manage service operations entirely. There is a wide range of responsibility to perform that including providing technical advise to fix a breakdown, publishing manuals&bulletins or organization of a field action. It is expected to be a key player between customer and Ford Trucks brand. Conveys voice of customer to product owners and ensures that actions are met with customer expectations.

Main Responsibilities

• Evaluates and prioritizes customer support cases

• Acts as the primary liaison between company and dealers

• Communicates and solves customers' problems via phone, email, live chat and face-to-face meetings

• Provides technical support to services for the high level problematic issues.

• Support launch pack phases to ensure service required deliverables are in line with GPDS to provide a serviceable product and service support that meets customer expectations.

• Tracks and manages quallity issues working with all internal groups, including warranty, quality, product developments and marketing teams

• Becomes a consultor for service operations such as roadside assistance, initial parts, tooling capability, required trainings etc.

• Support special tool development and production.

• Assess after market applications and modification requests

• Improves diagnostic capability

• Organizes service quality review meetings

• Publishes technical bullettins regarding quick service fix solutions and white alert issues

• Basic troubleshooting, installation, maintenance and repair on designated equipment

• Support preparation and announcement of technical documents (User Manual, Warranty Manual, Service Repair Manuals, Technical Service Bulletins and similar) in timely manner.

• Utilizing the escalation process to resolve customer service delivery issues

Education

• Bachelor’s Degree in Engineering (esp in Mechanical, Mechatronic, Automotive and Electrical Eng.)

Experience

• 3 or more years experience in automotive industry preferably PD, Quality, Aftersales Departments

• Experience in an international multi-cultural environment in a global company is preferrable

Behavioral Skills and Competencies

• Strong time management skills

• Decision-making, problem resolution and creative thinking skills

• Have a strong relationship with customer

• Excellent analytical, interpersonal and communication skills with the ability to communicate complex technical issues in an easy to understand manner

• Ability to multi-task activities with shifting priorities. Able to work productively in a pressurized environment able to work with minimal supervision.

• Ethical and trustworthy

• Systematic problem-solving approach, troubleshooting skills coupled with a strong sense of ownership and drive

• Result oriented

Technical Skills and Competencies

• Fluent English and Communication skills

• Experience troubleshooting and responding to customer concerns

• Good at CAD analysis and design evaluation

• CRM and Customer Experience

• Having experience service diagnostic imaging equipment is an asset.

• Heavy Trucks, Automotive industry and product knowledge

• Have knowledge of tool manufacturing process

• Root cause analysis

• Excellent verbal and written communications and good documentation skills

Needed Training & Certificates

• Teamcenter

• GPDS

• Diagnostic systems

• Dealer management portals (CRM,Spids,Catalogue,EW etc.)

• 6 Sigma green belt

Projects & Accomplishments

• Leading a business development or a technical support project

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