|SERVICE AND PARTS: Frederiek Toney, Vice president, Global Ford Customer Service Division, Ford Motor Co.|
F-150 presented a unique set of challenges for Ford.
Many Ford dealers had experience with aluminum-body panels, such as hoods, for more than a decade. But for the F-150, new training, new tools and new facilities for collision repairs were required.
Frederiek Toney, 59, led the team that created and rolled out the program. Now, F-150 replacement body parts, available to dealers as well as independent body shops, are shipped with installation instructions from the vehicle’s repair manual. And hundreds of smaller repair panels are available to fix localized damage, which reduces repair costs.
Toney also continued the implementation of Ford’s SMART Technology, in which Ford dealer service advisers use tablets in the service lane. Advisers can access a vehicle’s service history and recall records the moment a customer drives into the service lane.