Director, Service Engineering Operations
- China
- Permanent
- Full-time
- Develop and execute comprehensive service engineering strategies to ensure Ford vehicle repair, diagnostics, and technical support meet industry-leading standards.
- Oversee and optimize service processes, including vehicle maintenance, restorative repairs, parts claims, and spare parts supply, to enhance efficiency and customer satisfaction.
- Manage the service technical support team, providing expert guidance and training to ensure service technicians possess the latest technical knowledge and repair capabilities.
- Drive continuous improvement in service quality by analyzing service data, identifying issues, and implementing effective solutions. Lead FSA development and implementation.
- Collaborate closely with Product Engineering and Quality departments to provide feedback on issues identified in service to the product development cycle, achieving a closed-loop quality system throughout the product lifecycle.
- Develop roadmap and implement service engineering digitalization and AI transformation.
- Service Product Development and Data Management:
- Establish and maintain an efficient service product data management system, ensuring the accuracy, consistency, and accessibility of all data related to repairs, spare parts, and technical specifications.
- Responsible for the collection, organization, storage, and distribution of repair product data, including CAD/CAM/CAE files, Bill of Materials (BOM), product configurations. Lead publication development including owner's manual and service information.
- Utilize data analytics tools to gain deep insights into repair trends, common failure modes, and component performance, providing data support for service improvements and product optimization.
- Lead service parts development and accessory development.
- Collaborate with Engineering, Manufacturing, IT, and other departments to ensure seamless integration of repair product data with the company's overall Product Data Management (PDM) system.
- Ensure compliance and security of repair data, protecting sensitive information.
- Education: Bachelor's degree in Automotive Engineering, Mechanical Engineering, Business Administration, or a related field. Master's degree preferred.
- Experience: 10+ years of experience in automotive service, operations management, or product management, with at least 5 years in a senior leadership role. Experience in vehicle engineering, modification, or accessory fitting business is highly preferred.
- Technical Knowledge:
- Profound understanding of automotive aftersales service engineering, repair processes, and best practices.
- Familiarity with Product Data Management (PDM) systems and the application of data analytics tools.
- Excellent operational management capabilities, capable of managing complex production or modification processes.
- Knowledge of relevant automotive industry regulations and quality standards.
- Core Competencies:
- Exceptional leadership and team management skills, with the ability to motivate and develop high-performing teams.
- Outstanding strategic planning and execution abilities, capable of translating business objectives into measurable action plans.
- Strong problem-solving and decision-making skills, able to make informed judgments in complex and dynamic environments.
- Excellent interpersonal communication, negotiation, and stakeholder management skills, capable of building and maintaining strong relationships with internal and external partners.
- Data-driven mindset, capable of using data for analysis and improvement.
- Fluent in both Chinese and English (spoken, reading, and writing).