This is how the best after-sales team in the Ford dealer network was crowned

He after-sales concept in the automotive industry it is essentialbecause it is nothing less than the contact that is maintained between the brand and the customer once a 0 kilometer model leaves the dealership. Therefore, training represents a central point in the teams dedicated to this task. And in that context, Ford raises the bar even further with an event that combines the response that must be given to the client with a contest that has spectacular prizes for its technicians and advisors: the National Technical Skills Competition (CNHT).

It is, neither more nor less, a contest where the best exponents in these areas of the dealer network of the Óvalo demonstrate in a live challenge all their knowledge and skill to solve faults against the clock that are intentionally generated for the occasion.

For this competition, the technicians and after-sales service advisors from the Ford dealer network were selected. They completed all the training of the new Ford Ranger and stood out in the theoretical-practical tests. In total, 69 participants (corresponding to 30 dealers) registered. Then, a virtual competition was held where 39 (of 21 dealers) were preselected and among them a an in-person exam at the General Pacheco plantfrom which the six dealers who competed were obtained, plus a substitute team.

The 15th edition of the CNHT was held in a hall in the Buenos Aires town of Pilar. Hosted by Pablo Fábregas and Julieta Pink, the event featured six units of Ford Ranger, in its Limited Plus version, located at a safe distance from each other, those that were waiting with the hood up to be inspected by specialists. They all had the same six flaws that had to be resolved by the teams at different stages.

The same client, played by an actor named José, He went through each of the six stations to report the inconveniences he had suffered with the pick-up.. Just as happens in a dealership, each advisor took the information and generated a report that was going to be used by the technicians, all masters in after-sales, who at that moment were outside the room; They had to solve it with the data recorded in their partner’s report.

Diagnosing and repairing vehicles quickly and effectively are pillars of excellent after-sales service. That is why each team had to solve six problems in total, in the best way and in the shortest time possible.

The faults found became a real challenge: they could range from a mechanical issue, a digital fault with the multimedia screen and even a deficiency with the 4×4 traction of the pick-ups. Analysis, reasoning, search, speed took over the moments of tension of this kind of reality show. From the outside you could see a postcard with an atmosphere of action. There was no time for excuses; yes for solutions.

“Of the 550 technicians that we have distributed in the 107 service points, the best competed here. They arrived after pre-classifications, more than a thousand hours of study, four years starting at an initial intermediate level, specializations up to a master’s degree,” he explained. Pablo López, general manager of Aftersales of Ford Argentina.

But after so much study, preparation and a rigorous challenge with all eyes on them, the winners of this 15th edition of the CNHT were two from the JC Lorenzo dealership, from the province of Mendoza: Gonzalo Tarantoviezwho is an after-sales advisor, and Jorge Vallecillowho took no less than one Ranger XL 0 kilometer.

Tarantoviez highlighted another more general aspect: “Ford has the peculiarity that it is always innovatingputting new units. It puts us in training, to be there before the vehicle reaches the customer.” And he concluded: “I think it’s very good to be able to resolve any failures or inconveniences that the unit has when it arrives at the after-sales workshop.”

Second place went to another team that took JC Lorenzomade up of Agustín Reinaldi and Daniel Castillowhile the representative of Simonefrom the city of Tandil, with Christian Pineda and Daniel Rivarola. These four took a technological kit, consisting of a notebook, cell phone and smart watch, among other items.

This year, in addition, had the participation for the first time of a woman: Carla Cámpora, who works as an advisor in the after-sales team of the Goldstein dealership in the province of Mendoza.

In constant growth and training of its collaborators, Ford places special emphasis on after-sales service for the customer because it is part of the brand loyalty strategy. And that is why it supports it on four pillars that are replicated “in the 107 service points distributed throughout the country,” as Pablo López quantified.

The first pillar is “the availability of spare parts”for which Ford has “45,000 square meters of warehouse at the General Pacheco plant,” with “more than 2 and a half million parts.” Thence “around 12,000 pieces are shipped every day to the 107 service points in the country”. Another goes through “price competitiveness”, and through Plan With You seeks to ensure that the customer continues choosing the brand”, since “As the years go by there are greater discounts”.

“The third of the pillars – Pablo López expanded – is the personalized management. We work with service advisors who follow each client case. And lastly and super important, and this is what was awarded in this competition, it has to do with repair in a timely manner. For that we have to have trained teams. If we do not have trained teams, it will be difficult for us to serve the client as they deserve.”

During the day there was also room for other types of recognition, and the mention has to do with the technicians who obtained the title of “Senior Master” in 2024, after completing and passing the courses included in the Master Program. Over four years, technical personnel from the dealer network undergo training in the Initial, Intermediate, Specialization and Senior Master stages.

During this year the First Ford Academy Knowledge Competitionwith total participation without role discrimination. There were prizes for both teams and individual contestants. Another explicit evidence that for the Oval, training is key to the attention and experience of its clients.