Fay A. Watts

Managed $60+M programs dedicated to the recruitment, retention and recognition of Ford and Lincoln Service technicians, continuous improvement of customer repair satisfaction, technician engagement and dealer service capacity.

Collaboration with internal teams, dealer team members and external suppliers to ensure seamless program execution. Continuous feedback to understand the voice of the technician through surveys, roundtables, GEMBAs and dealer feedback mechanisms (Dealer Council, Parts & Service Manager Advisory Committees and Technician Review Panels).

Achievements:

• Recruitment of over 11K service technicians (more technicians than any other auto manufacturer)
• Technician certifications - 17K+ (certifications towards retentions)
• Technician recognition experiences (recognition for achieving training milestones) - 3,515
• Development, continued execution of multiple technician recruiting and training programs: ASSET, FACT, FAST, ACE, & VCP

Technical Assistance Center People Leader of 100+ Technical Service Analysts, Sections Specialists and Team Leaders covering all aspects of vehicle components. Team members provided support to Ford and Lincoln Service Technicians with difficult to repair vehicle concerns.

Review, management and development of technical processes that improved and/or enhanced technician satisfaction while developing team members for growth within the company; assist team members with establishing a strong skillsets and fostering growth that carry them far within the company - primarily as Field Service Engineers.

Internal and field interaction to help resolve difficult vehicle concerns (Field Operations, Engineering, Recall teams and Diagnostic teams)