Concern ID and Resolution (CIDR) is a department within Ford Company Customer Service Division (FCSD). This team monitors multiple data sources to identify any trending vehicle concerns that technicians are unable to readily resolve. These concerns are then managed through to resolution, with support from Product Development (PD) and other functions.Typically, a Technical Service Bulletin is issued to Dealers to instruct technicians on the appropriate repair direction. Technical Service Bulletins are authored in a system called Technical Web Authoring System (TWAS). Multiple functions must approve the TWAS to ensure readiness for the TSB to be published. These include:
- Parts Supply and Logistics (PS&L) – Ensure that Parts are available to support the TSB
- Labor Time team – Ensure that labor codes and timings are established to enable warranty claiming
- Warranty team – Ensure that Pre Defined Repair Codes (PDRs) are available, so that Dealers can claim warranty payment for the repair in a controlled and efficient manner.
This position is required to project manage each TWAS item through the above approval steps, with a particular focus on PDR code readiness. A PDR code is required for every unique combination of parts and labor time that may be required to complete a TSB repair.
The position requires working cross functionally with all departments and systems that enable PDR completion, specifically:
- PS&L to ensure that part numbers are listed in the appropriate systems
- Service parts pricing, to ensure that parts are priced in each market in advance of PDR creation
- Warranty teams
Responsibilities
- Managing PDR process End-to-End to support Product Concern Engineers (PCEs)
- Defining accurate PDR codes for each unique combination of parts and labor in a TSB
- Mapping service part requirements by market
- Working with PS&L to understand and track service part release status
- Working with part pricing teams to ensure parts are priced in a timely manner
- Working with warranty team to ensure PDR code creation is performed in a timely manner
- Gain access to, and establish knowledge on the systems required to:
- View service part information
- View parts pricing
- View warranty systems
- Establish tracking tools/systems to record and communicate PDR status.
- Establish documentation for PDR process, including approval flow and escalation process.
- Resolving PDR queries from warranty team on timely basis
- Becoming a Single Point of Contact interface between PS&L and PCEs, regarding parts readiness for TSB launches.
- Creating approval flow and escalation matrix
- Working as an Admin coordinator, taking care of all primary activities
- Data comparison & analysis using Microsoft excel
Key Deliverables in position
- Streamline PDR request and closing process
- Support all CIDR documentations & maintain data log
- Should be able to do effective presentations to a group of engineers
Qualifications
BBA / MBA / Engineering degree holders with basic knowledge of automobiles.In addition to the Qualifications, below are the additional requirements the applicant should have.
- Min 3 years of experience in handling Project Management / Admin activities
- Expert in MS-excel, MS-word & PPT
- Good to have - Experience in SharePoint and tracking systems
- Knowledge on Power BI, Alteryx, click sense is an added advantage
