Ford Recall Specialist

MarketSource • Full-time • Lexington, KY, US • $25 / hour • 5d ago

Summary
The Recall Repair Specialist will be responsible for effectively managing a territory to ensure that critical Takata airbag recalls, and other Original Equipment Manufacturers (OEM) repair initiatives assigned are completed, or cases closed on identified vehicles in their assigned geography.
Essential Job Functions:

Conduct field canvassing, “door knocks” and face-to-face visits at identified addresses to facilitate repairs or close cases with required documentation
Utilize MarketSource Salesforce.com Dashboard to review repair case assignments and closures
Subject matter expert on Takata Airbag Recall and/or other repair information
Complete, upload, and record all information to specific requirements in Salesforce.com
Utilize mapping and route optimization tools to effectively maximize productivity
Educate VIN owners on the extreme importance of getting their vehicles repaired
Overcome hesitancy and resistance from Vehicle owners facilitating repairs
Develop relationships and work closely with assigned dealerships in designated markets and field team members
Contact or visit other locations as assigned
Conduct investigative work to verify the accuracy of identified outcomes from call reports
Utilize databases and additional resources to find supporting documentation that substantiates or updates outcomes
Utilize available online resources to identify the location, owner, and disposition of identified target.
Conduct follow-up calls to validate phone numbers and/or schedule appointments for the field team
Document results of research in Salesforce.com or another database as directed
Must complete and maintain required certification to complete mobile repairs.
Obtain the owner’s permission and conduct specifically authorized repair(s) to identified targeted vehicles. Strictly follow manufacturers’ training and procedures for the make, model, and year of the identified vehicle.
Obtain, and keep secure replacement parts and tools according to current procedure and policy.
Return defective or replaced parts according to current policy, and complete necessary documentation.

Required Knowledge, Skills, and Abilities:

Proven experience interacting with customers in person, via phone call, text, and email
Effective communication and organization skills
Ability to work independently in the field with limited supervision
Ability to analyze and utilize key information to create territory action plans to achieve business objectives
Ability to make independent decisions in the field positively impacting business objectives
Excellent written, verbal, and communication skills
Ability and willingness to conduct presentations to both small and large groups of people, to a diverse audience including, Dealership personnel, customers, and community leaders
Strong interpersonal skills
Ability to work a non-traditional schedule, weekends, and evenings
Bilingual desired (English/Spanish)

Job Requirements:

High School Diploma or equivalent
3+ years of work experience
Automotive technician background preferred; or proven technical acumen required for mobile repair certification
Must have reliable transportation to perform essential functions within an assigned geographic area
Valid Driver’s License

Additional Job Requirements

Frequently position self to get in and out of a vehicle
Frequently position self to work in tight or restrictive spaces when completing mobile repairs
Must be able to remain in varying prolonged positions while completing mobile repairs
Regularly ascend and descend stairs
Frequently move objects weighing up to twenty pounds
Consistently work in outdoor weather conditions

Additional Information :MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following: