Job Description
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Product Development uses design thinking & user experience methods to deliver breakthrough products and services that delight our customers. We bring innovative, exciting, and sustainable ideas to life. We have opportunities around the world for you to contribute to advancements in autonomy, electrification, smart mobility technologies, and more!
This job is listed as HYBRID, and onsite work of up to three days per week required from Dearborn, MI location.
- Visa sponsorship is not available for this position.
This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data. This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand. Responsibilities span all retail / fleet EV models regardless of production years with the potential to expand into our ICE vehicle lines. It requires developing a compelling reason to correct or implement features and to work cross functionally deliver value for both the customer and the company, as well as, train and guide a team to do the same.
Responsibilities
This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data. This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand. Responsibilities span all retail / fleet EV models regardless of production years with the potential to expand into our ICE vehicle lines. It requires developing a compelling reason to correct or implement features and to work cross functionally deliver value for both the customer and the company, as well as, train and guide a team to do the same.
Qualifications
NECESSARY COMPETENCIES & SKILLS
- BSEE and MSEE desired. 6 Sigma Black Belt desired
- 5+ years supervisory/leadership experience
- Passion for understanding and solving real customer issues. Ability to identify white alert issues in Social media and escalate and provide support to the resolution issue.
- Ability to lead cross-functional teams, escalating where necessary for support and reporting to management on the progress of each initiative. Leadership in developing and publishing SSM, TSB, FSA and CSA along with WSM updates to improve customer support and reduce warranty.
- Cross Functional knowledge of the entire vehicle primarily the electronics systems
- Strong knowledge of connected data systems, social media forums, FNV2 data collection tools, Canalyzer and other diagnostic tools, ability to request, download and analyze contextual data.
- Deep understanding of our Field Service division, proven ability to provide direction to field service engineers and dealerships. Provide technical analysis, support and resolution of customer issues at dealerships.
- Self-starter; ability to work independently with minimal supervision in a fast-paced environment
- Strong interpersonal skills and both clear and concise oral and written communications
Supervisory Responsibilities
- People Leader Responsibilities including:
- Develop personnel to enable complete competency in the Solutions organization
- Assist with staffing, succession planning and work transitions
- Conduct workplace conversations, mid-year check-ins and final PRs on time and lead compensation planning
- CDAT4 support in LL6 near/long-term development goals and succession planning
- Foster teamwork, camaraderie and recognize employees for their performance and leadership.
Preferred Competencies & Skills
- Strong systems analysis support and cross functional collaboration
- Strong prioritization of customers internal and external to Ford
- Working knowledge of connected data systems, contextual data, dealership tools and detailed knowledge of FNV2 architecture
- Working knowledge of OTA, NETCOM, Cloud Services, Ford Pass, Canalyzer, GCCT and PTS.
- Strong Mental Agility with a commitment to listen others while maintaining the course of investigation and resolution
- Organizational acumen; understanding what, when and how to escalate issues inclusive of potential media/external communications
- Exhibited Leadership and mental agility
- Proficiency in connected data systems, dealership tools and detailed knowledge of FNV2 architecture
- Proven leadership of teams and projects
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
For more information on salary and benefits, click here: https://fordcareers.co/LL5SP1
This position is a range of salary grades LL5 .
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
This job is listed as HYBRID, and onsite work of up to three days per week required from Dearborn, MI location.
