When applying for this position, please ensure you use your external-facing profile / resume to avoid screening rejection.
Are you passionate about delivering exceptional customer experience and driving operational excellence in the automotive service industry? As a Market Executor for IMG Service Operations, you will lead two critical initiatives within Ford's Customer Service Division (FCSD): Vehicle Uptime and Service Convenience.
This role is about transforming how we support Ford and Lincoln vehicle owners and our dealer network. You will be instrumental in ensuring vehicles spend less time off the road for repairs (Uptime) and that the entire service experience, from appointment scheduling to vehicle delivery, is smooth, effective, and customer-friendly (Service Convenience). You will achieve this by redesigning processes, proactively engaging dealers, and using data to continuously improve efficiency and customer satisfaction.



Your deep understanding of Dealer Service Processes and Dealer Management Systems will be key to analyzing customer journeys and implementing effective solutions. You will function as both a Data Analyst and a Service Consultant for markets regarding Uptime and Service Convenience.
Responsibilities
When applying for this position, please ensure you use your external-facing profile / resume to avoid screening rejection.
Key Responsibilities:
Drive Vehicle Uptime Performance:
Lead efforts to reduce the time Vehicles spend Off the Road (VOR) in assigned markets.
Focus on key Uptime metrics such as Repair Order Duration (ROD - Time from RO opening to RO closing), VOR aging, and Same Day Delivery (SDD) performance.
Analyze VOR data daily to identify trends, gaps, issues, opportunities, and best practices, sharing actionable insights with market teams to ensure objectives are met.
Collaborate with market zone managers to develop Uptime improvement plans, addressing manpower, technical skills, parts availability, diagnostics, and dealer proces

📌 Market Executor (India)
🏢 Ford Motor
📍 India