Director, Service Engineering Operations

As the Director, Service Engineering Operations for the Ford Customer Service Division (FCSD), you will be a pivotal leader driving excellence in Ford services. You will be comprehensively responsible for Service Engineering Operations and Repair Product Data Management. Your role will involve optimizing processes, enhancing data insights, and ensuring high-quality customer customization delivery to achieve customer satisfaction, improve operational efficiency, and meet business objectives. This position demands exceptional strategic thinking, deep experience in operations management, and strong cross-functional collaboration skills to navigate the increasing complexity and personalization demands of the automotive aftersales market.

1. Service Engineering Operations:
   • 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.
2. 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).