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Ford Motor Company Logo Ford Motor Company · Customer Service

General Service Zone Manager

Vietnam, Hà Nội · Job Posted July 03, 2026
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Job Responsibility

  • Serve as a trusted advisor to Dealer Owners, Dealer Principals, and Parts & Service Directors, conducting regular performance review meetings to drive key business initiatives
  • Influence and coach dealership leadership to implement best practices, optimize workshop operations, and improve overall departmental profitability
  • Collaborate closely with internal corporate departments (Sales, Marketing, Technical Support, and Parts Logistics) to provide seamless, comprehensive support to the dealer network
  • Consult on service shop productivity, workshop efficiency, and digital tool integration to maximize technician labor utilization, workshop throughput, and Customer Pay RO growth
  • Review dealership workshop capacity and workflow constraints
  • partner with Service Managers to optimize stall utilization, dispatch systems, and scheduling processes
  • Monitor and drive adoption of mobile-convenience and remote-work productivity tools, including Mobile Service deployment, Pickup & Delivery (P&D) operations, and digital service scheduling platforms
  • Act as the primary field escalation manager for critical Vehicle Off Road (VOR) and long-term vehicle-down cases
  • Collaborate proactively with dealership parts/service teams, corporate technical assistance hotlines, and Parts Distribution Centers (PDCs) to reduce overall Warranty Repair Order (RO) duration and accelerate VOR resolution
  • Analyze parts stock management data, including backorders (B/O) and VOR orders, utilizing B/O and Dealer Portal (SAP) systems to achieve target fill rates and expedite urgent parts logistics issues
  • Act as the 'Voice of the Customer/Dealer' back to Regional Team regarding chronic parts backorders or product quality issues that negatively affect vehicle downtime
  • Analyze Customer Experience Index (CEI), Net Promoter Score (NPS), and Fix It Right First Time (FIRFT) data to pinpoint gaps in dealer processes
  • Lead the design and implementation of tailored process improvements to resolve customer concerns and boost brand loyalty
  • Identify and execute operational strategies to reduce repeat repairs, minimize carry-over work, and resolve complex customer vehicle concerns
  • Achieve or exceed assigned monthly, quarterly, and annual parts, accessories, and tire sales targets (wholesale and retail)
  • Maintain optimal dealer parts inventory levels by analyzing stocking data, minimizing stock cover risks, and optimizing obsolescence management
  • Drive the successful implementation of regional service marketing, customer relationship management (CRM), and dealer incentive programs through ongoing tracking, strategy meetings, and barrier resolution
  • Monitor and optimize the operational and financial performance of dealership programs, including Ford Guest Experience (FGE), convenience services, and body shop/collision center operations
  • Ensure dealer alignment with brand market representation standards, including facility signage, required specialty tools, equipment, and EV infrastructure readiness
  • Proactively identify dealer operational and performance gaps by reviewing management control sheets weekly, implementing corrective actions through targeted processes and training
  • Review dealership staff performance against key process metrics
  • In collaboration with dealer management, develop action plans to address skill gaps, ensuring staff completion of mandatory technical and service advisor training
  • Ensure strict dealer adherence to corporate parts and service policies, warranty guidelines, and audit compliance requirements
  • Prepare and submit professional, timely Dealer Reports following every dealership interaction to document agreements, action items, and outstanding issues
  • Complete all administrative requirements as required

Requirements

  • Bachelor degree in Marketing / Engineering
  • More than 10 years of field experience in both direct / related business
  • High analytical skills in technical problem solving
  • Good communication in both written and verbal skills
  • Presentation skills
  • Good in automotive engineering knowledge
  • Process oriented
  • Leadership skills
  • good-team players

Nice to have

  • Zone Manager/Service Marketing/Technical service engineer
  • MBA
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