Uptime Command Center Specialist - Vehicle Repair & Customer Support

UCC Specialist

This CoE will be co-located with other central functions (parts support, Diagnostics support, software support, supply chain & logistics) in FBS (Ford Business Services) Chennai. Operating as a central hub, the UCC collaborates with market-based FordLiive uptime agents (a localized thin layer of native speakers for dealer/Fleet Management Organization engagement) and with the central functions to ensure speedy resolution for vehicles in the dealer workshops.

The Uptime Command Center Specialist (UCCS) will partner with internal and external stake holders to attain the aforesaid objective, developing strong working relationships and striving to provide an effortless dealer / Customer experience. The UCCS will assist Dealerships to expedite the vehicle delivery process (resolve issues regarding parts availability, logistics, technical support etc.) Ensuring that vehicles brought in for repairs are delivered within two days the tag line being  “Two Days. Zero Compromise

Identify vehicles reported to dealerships for repairs that are at risk of exceeding a 2-day turnaround time. Ensure timely intervention and support to expedite the process.

• Monitor and flag repair cases are likely to extend beyond the 2-day service window.
• Coordinate with internal stakeholders (Parts Team, Technical Team, etc.) and external stakeholders (Dealerships, Distributors) to resolve delays.
• Facilitate communication and ensure necessary actions are taken to deliver vehicles within the stipulated time limit.

• Document all tasks, actions, communications, and files in CRM Tool

• Manage financial assistance requests within agent delegation of authority.

• Track down delay issues and escalate as needed.

• Act as a resource for product knowledge and service support.

• Exhibit strong follow-up and organizational skills.

• Resolve customer issues via dealer using all available resources.

• Provide feedback/Report to management on a regular basis for improved performance.

• To Analyze overall Delay Cases and identify issues like Dealer process (lapses and gaps), Parts, Diagnosis, Early Product Failures etc. and to drive strategic improvement for the same.

• To connect with Fleet Admin and update overall Fleet Uptime status

• Work as a collaborator (team player) and assist other team members.

• Other duties as assigned.

• The Job is Onsite 

• Skills

• High level of trust and integrity

• Willingness to work in staggered shifts supporting regions such as Australia, New Zealand, South Africa, Middle East, and emerging ASEAN markets.

• Strong verbal and written communication skills

• Detailed listening skills

• Strong customer service and relationship building skills.

• Time management and ability to prioritize.

• Conflict resolution skills

• Excellent English language proficiency

• Ability to sway opinions through communication.

• Knowledgeable in MS Office, Email, Texting and Chat, excel, Power point etc. and other IT Systems and applications.

• Ability to work calmly under pressure.

   

Education

 Bachelor’s degree Mandate. Engineering /MBA preferable 

Experience

Min 3 years of experience in a Customer Relations Contact Center, especially in auto motive sector would be preferable, fleet management organization, hospitality industry, or PR/Sales field. 

Experience Level

Mid Level