OSC - Service Coordinator/Admin

Job Responsibilities:

- Receive and process manual job cards from OSCs, creating and managing Repair Orders (RO) in Odoo for accurate tracking of service activities

- Maintain organized, up-to-date service records, including parts used, services performed, and vehicle history, ensuring data accuracy and completeness

 - Collect and verify documentation required for warranty claims, ensuring compliance with Fords warranty guidelines

- Send verified claim documentation to the warranty department to initiate and process claim approvals. - Collect defective parts from OSCs, add warranty tags, and store them in the designated warranty parts storeroom

- Track the status of each claim, providing regular updates to OSC teams and customers, and maintaining organized records for all claims

- Once a claim is approved, hold defective parts for 3 months, then, with management approval, scrap these parts following Ford's warranty procedures

- Prepare, obtain approval, and submit labor claims for free services and fleet vehicles to the accounting department for timely payment processing

- Coordinate and schedule customer appointments at OSCs to optimize service capacity and reduce wait times

- Serve as the main point of contact for OSC service inquiries, responding promptly to requests for information on service status, appointments, and general questions, including those received during weekends and public holidays

- Listen carefully to customer complaints, documenting issues professionally in the Concern Resolution and Prevention (CRP) form

- Identify Ford Service Action (FSA) eligible vehicles and coordinate with OSCs to ensure these

vehicles receive required services per Fords standards. 

Job Requirements:

- Basic knowledge of Microsoft Office (Word, Excel, PowerPoint) required.
- Fair typing speed in both English and Khmer for efficient data entry and communication.
- Effective communication skills in both English and Khmer, enabling professional customer
interactions and support for OSC staff.
- Availability on weekends and public holidays as required to support customer service and
scheduling.
- Customer-focused with excellent interpersonal and problem-solving skills.
- High level of accountability for accuracy in data entry, documentation, and customer service.
- Ability to prioritize and manage multiple tasks efficiently in a dynamic work environment.