Customer Service

Ford Service

Customer Service


We established the Ford Training Center at the same time as we entered the Thai automotive scene. This center is where Ford technicians undergo standardized training courses and are regularly tested to ensure that they are truly competent and capable of rendering the most satisfactory service for our valued clients.

Client satisfaction has always been the primary goal of our operation in Thailand since our inception in 1996. We want our clients to be fully satisfied with the vehicles themselves, as well as, the excellent after-sales service they are entitled to. That was why we established the Ford Training Center on Bangna-Trad Road (K.M. 18) also in 1996. The center was later moved to Sunpawoot 4 Road, Bangna Intersection, in October 2001.

Ford Training Center coaches Ford technicians in the skills and the correct know-how required to provide the highest level of after-sales service. The center also serves as a hotline center for our on-site mechanics to call for advice whenever they are confronted with advanced technical problems.

Ford Thailand presently employs approximately 400 technicians, and stations 6 or 7 of them at each service center. Our technicians are classified into the following four levels.

  • Assistant Technician
  • Technician
  • Senior Technician
  • Master Technician

Graduates with a certificate of vocational education in mechanics may apply for a technician position with us, provided that they successfully pass our technician screening test which evaluates them for basic automobile knowledge and aptitude. Test materials are prepared and delivered to service centers when they need to take in more technicians.

Successful candidates are given the post of assistant technicians. They can be promoted to higher levels only through further training and education, both on their own and by the instructors at the Ford Training Center. This is because certain courses such as the one for electrical systems cannot be mastered on one’s own.

Ford training courses are developed by highly qualified professionals from King Mongkut’s Institute of Technology North Bangkok. Technicians are required to pass a test before they can be promoted.

Qualifications

1. Assistant Technician

  • Certificate of vocational education in mechanics
  • Must have accomplished 14 basic courses
  • Must have accomplished the 5-day basic electrical system training

2. Technician

  • Must have accomplished a minimum of two basic compulsory courses (pick-up truck and passenger car). Other models may be chosen as appropriate for the market.
  • Must have passed the test for each course with a minimum of 80% score
  • Must have undergone the 10-day training course
  • Able to carry out basic maintenance and mileage maintenance
  • Able to work safely without damaging vehicles

3. Senior Technician

  • Must have accomplished a minimum of two basic compulsory courses (pick-up truck and passenger car). Other models may be chosen as appropriate for the market.
  • Must have passed the test for each course with a minimum of 80% score
  • Must have undergone the 30-day training course
  • Experienced in maintenance work
  • Able to diagnose the key systems of a vehicle

4. Master Technician

  • Able to work as a trainer who transfers knowledge to junior technicians
  • Experienced in prioritization of complicated and difficult maintenance
  • Able to diagnose complicated key systems of a vehicle
  • Must have accomplished the 5-day noise and shock analysis course
  • Must have undergone the 5-day trainer course
  • Must have undergone the 1-day technical document management course
  • Must have passed the test for each course with a minimum of 80% score
  • Must have undergone a total of 11 days of training

Ford Thailand is staffed with around 100 assistant technicians, 200 technicians, 60 senior technicians and 57 technicians who will become master technicians this year. All service centers have at least one senior technician and master technician on duty at all times, in an effort to remain true to the determination of Ford everywhere in the world to have master technicians, senior technicians, technicians and assistant technicians at 10:40:40:10 ratio. It is expected that all Ford Thailand service centers will have 10% of technicians become master technicians this year as a result of continual training and testing programs.

The three key areas of training are:

  • New model training
  • Technician efficiency improvement curriculum
  • Performance improvement training (PIT). PIT is developed to address specific maintenance issues mostly required by technicians.

After having accomplished the technician level, service centers would nominate and send in candidates to be trained as senior technicians. All technicians are assessed periodically to ensure that the required standards are maintained. The requirements for each assessment level are clearly written down, making it easy for technicians to follow.

Ford puts an emphasis on retention of knowledge and expertise. To this end, we regularly dispatch assessment staff to conduct on-site assessments and call technicians in to be assessed at the training center. Technicians with low assessment scores will be reeducated and tested through on-the-job real-life training. Assessments such as these will be conducted more frequently to keep all Ford technicians current and on par with the standard.

We make sure our technicians are proud of their accomplished status with certificates, plaques, shirt patches denoting levels and business cards. These rank-identifying items remind our technicians that they should always be diligent and ever-improving so that Ford customers fully benefit from our quality after-sales services.

Ford instructors conduct training programs in compliance with Ford training materials internationally developed. This ensures all technicians share the same understanding of any particular matter. All courses focus on Ford vehicles and how problems should be fixed. The courses cover specific objectives, job orders, test and books specifically designed for them. The courses feature practical guidelines and help prepare technicians for any real-work challenges. Practice area is allocated at the back of all classrooms with two instructors to supervise.

The Ford Training Center Thailand also produces instructors for Ford in Indonesia, Malaysia, the Philippines, Vietnam, South Africa, China, Taiwan, Australia and New Zealand. Training programs are conducted three times a year with Ford Australia responsible for handling all training contents.

Millions of Baht have been invested in learning tools to best prepare technicians for actual duty. Electrical system learning tools, for instance, were imported from the United States and can be used to teach basic to advanced electrical systems. We also have sophisticated simulators to help with the understanding of our technicians on complicated systems. This includes the automatic transmission system and the engine system featuring actual ignition of the spark plugs and fuel feed which shows the fuel consumption rate that varies when the engine is accelerated. Most importantly, technicians are trained to diagnose and solve problems efficiently within specified time limits.

Certain learning tools were modified from real-life car components. Actual engines are altered (e.g. injection nozzles are loosened) so that they make a noise or rattle and the technicians are then asked to diagnose.

With such sophisticated learning equipment, Ford technicians are taught how to diagnose and solve problems efficiently. They are trained not to perform their duty based on guessing. The end benefits are that problems are taken care of professionally, in a timely fashion and at a reasonable cost.