Ford PH gets new Customer Service Division chief

MANILA: Ford Philippines-Customer Service Division is now under the leadership of Pushparaj Muthusamy.

The new customer service division director will replace Joyce Laxamana, who has been appointed as the Blue Oval marque’s Parts Supply and Logistics Director for the ASEAN market.

Based in Manila, Muthusamy will report directly to Ford Philippines Managing Director Pedro Simoes. 

In his new role, Muthusamy will lead Ford’s aftersales operations in the country. This will include boosting the ownership and aftersales experience, which is expected to drive service retention through data-driven initiatives, and fostering strong relationships with dealer partners to better serve Ford customers.

The newly appointed local customer service division chief joined Ford Motor Company in 2020 and brings over 15 years of extensive experience in service processes, aftersales planning, and data analytics.

Prior to his new role in the Philippines, he held key positions in retail marketing and sales operations within Ford International Markets Group (IMG).

He led the Likelihood to Service (LTS) AI/ML-driven campaign, which delivered a threefold improvement in service conversions, and spearheaded strategic retention initiatives in South Africa.

Simoes expressed confidence in Muthusamy’s capabilities, saying that his “expertise in data analytics and his customer-centric approach have already delivered significant results for our operations.”

“His leadership will be pivotal as we continue to modernize our service offerings, build long-term loyalty with our customers, and enhance the Ford ownership experience with focus on aftersales,” the Ford Philippines chief added. 

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New Ford Learning Center

Relatedly, the Dearborn-headquartered marque’s local arm inaugurated the new Ford Learning Center (FLC).

Situated in Calamba, Laguna, the establishment will be the central hub for technical and non-technical training for Ford dealer personnel nationwide. 

Spanning 1,500 square meters, the newly-constructed training facility features seven mechanical bays including a dedicated bay for electric vehicle concerns, four classrooms, a dedicated Ford showroom, meeting rooms, office spaces, and a cafeteria.

This new building replaces the previous 110-square-meter training area at the Don Bosco Technical Institute of Makati—significantly expanding Ford’s training capacity and elevating the delivery of training programs and learning modules with state-of-the-art tools, equipment, and globally-aligned processes. 

Ford Philippines expressed its belief that the leveled-up training experience among front-line dealership and technical teams will ensure that every customer interaction—from vehicle purchase to seeking technical support, or contacting customer service—is “seamless, professional, and reassuring.”

“The opening of the Learning Center is not just about opening a new building; it is about building the future of Ford in the Philippines. It represents our strong commitment to this market—to our customers, our partners, and our people,” Simoes was quoted as saying. 

 “At Ford, we believe that great vehicles are only part of the ownership journey. What truly makes the difference is the experience—how we support, serve, and care for our customers every day.”

For his part, Muthusamy noted that the FLC will bolster the brand’s operations in the country.

“As vehicle technologies rapidly evolve—from advanced connectivity to sophisticated safety features and electrified systems—our dealership teams must be equipped with the highest level of technical mastery, product knowledge, and customer-handling skills. We are confident that this Ford Learning Center can help standardize, elevate, and future-proof our operational capabilities”, he said.

The company also claimed that the center forms part of Ford’s commitment to modernize the aftersales experience for its customers, following the opening of the Ford Parts Distribution Center in Laguna in 2024 that enhanced parts availability and accessibility.

Additionally, customers can take advantage of a wide range of service offerings that improve ease of service, convenience and peace of mind. These include:

• Online Service Booking
• Mobile Service Vehicle
• Express Service
• Service Price Calculator      
• Pickup and Delivery

Also read:

Ranger, Everest leads Ford PH H1 2024 sales

Ford PH clocks in 1.2k volunteer hours for ‘Global Caring Month’

Ford PH kicks off Pampanga leg of Ford Island Conquest 

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