Service Management & Dealer Tech

Internal:

Ford Motor Company employees (FVL & Regional / Global) 

External:

Ford Dealers, Business Partner/Contractor and Vendor              

1. Renewal/Procurement

• Interact with suppliers and others within systems engineering communities to implement-support and run procurement of infrastructure renewal processes (PC, server, network, voice…)

2. Helpdesk/Support end users and Plant Floor System/SLA

• Manage the availability of the infrastructure (e.g. hardware, systems software, operating systems, storage...) for the business customers as per the agreed SLA.
• Be the first level of contact for the business customer Incidents.
• Coordinate with the central support teams to get the right level of support required for the customers.
• Make sure the customer infrastructure incidents are managed and resolved in the stipulated SLA.
• Responsible for supporting the infrastructure verticals like Deskside services/Networks/Voice/Server/Printer/PC/Storage-Backup/Office Facility and datacentre.
• Manages and leads escalated support and problem resolution activities for system hardware, software, and/or operating systems.

3. Change Control/Operation/Maintenance

• Develop, maintain, and upgrade local applications/ tools based on business requirements.
• Report the metrics for the infrastructure components on Availability/Capacity/issues/risks/scalability.
• Be the hands and feet support for the global teams in fixing issues and changes.
• Work closely with the other teams for any planned and unplanned outages/ changes in the local infrastructure.

4. Support Project-Implementation

• Implement-support and run procurement of infrastructure, application launch/upgrade.
• Support Implement next versions for existing operating systems, system software, hardware, and/or tools within current architecture.
• May interact with suppliers and others within systems engineering communities and may influence the direction of technologies.

5. Processes/Procedures/Guidelines

• Responsible for improving the services by continual improvement process.
• Provides technical mentoring to team members.

6. Security Controls

• Ensures that appropriate security and controls are instituted within department (e.g., GRC, audit follow-up)
• Develop support guidelines, processes, and procedures for operation.
• Excellent analysis and communication skills in English + Vietnamese.
• Proficiency in Web and Mobile programming languages such as Python, C++, Java, etc...
• Knowledge of database management systems (e.g., SQL, MS Access).
• Have knowledge and experience with Office 365 products.
• Power Automate, RPA, MS Forms, Power Apps, and MS Access.
• Familiarity with SharePoint for document management and collaboration.
• Have experience in software development.
• Understanding of software development life cycle and version control systems.
• Smooth communication with strong teamwork, can lead and manage projects.
• Critical thinking and Problem-solving.
• Have a spirit of eagerness to learn new knowledge and always innovate at work.

Preference

• 0-5 years of relevant experience.
• A talented newly graduated engineer with a strong track record in research and active participation in IT projects.