Concern Identification and Resolution (CIDR) Program Manager

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? 

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

In this position... 
The CIDR Program Manager is the Service Subject Matter Expert on their assigned vehicle line(s).  They are responsible for identifying vehicle concerns that Dealers cannot resolve due to technical deficiencies, fully defining the concern, and escalating to Engineering problem solvers for development and delivery of corrective actions, and project managing deployment of service fix capability (parts and / or software), and oversight on the execution of technical bulletins / messaging to Dealers.   

What you'll do...

• Manage the identification and prioritization of high-impact customer vehicle concerns Dealers cannot permanently fix with current diagnostics, procedures, parts and/or software.
• Ensure timely escalation of concerns to responsible Engineering design & release activity for for rapid root cause discovery and execution of PCA actions.     
• Provide data / analysis to accurately define concerns and desired resolution action content.
• Utilize Quicker Service Fix (QSF) process to expedite repairs for customers. 
• Strive to minimize time between first occurrence and Dealer repair capability (Patient Zero).
• Support and enable GSR Product Concern Engineer efforts to identify unresolved customer vehicle concerns in all markets for assigned vehicle line(s).  Key indicators for analysis include: GCQIS reports, Connected Vehicle data, part demand data, warranty data, Reacquired Vehicle data, QED, etc. 
• Leverage (e.g., present at) FQR and other PD/Quality/VO forums to ensure accountability and assistance with timely resolution of QSF and Emerging Concerns.
• Oversee Service Trials to verify feasibility, repeatability and confidence repair will meet customer expectations.
• Certify TSB, SSM, GSB, ISM articles are accurate and participate in TSB peer review process. 
• Smartly execute readiness of service fixes by working proactively with functional activities (PS&L, DSP, STA, etc.).  Ensure forecasted part demands are accurate.  
• Mentor and guide supporting PCE and intercede as necessary to escalate issues and remove barriers enabling concern/issue resolution.   
• Maintain contact with Design for Service partners by providing lessons learned on vehicle concerns to prevent recurrence.
• Act as a resource for the Technical Assistance Center / Dealer Software Support Hotline and a conduit for feedback input into Engineering.
• Liaise with SEO FIRFT Team to support their efforts to identify the true causes of negative FIRFT feedback.  Work cross-functionally to develop action plans to resolve problems.

You'll have... 
Bachelor of Science degree in Automotive Technology, Engineering, or related discipline.
5 years of Automotive service technical background required. 

Even better, you may have...
Master of Science degree in Automotive Technology, Engineering, or related discipline.
Dealer employment experience desired.
FCSD field experience desired.
Experience working closely with Engineering desired.
Strong verbal communications, technical writing, and presentation skills are a must.
Capacity to effectively manage multiple tasks.
Must be able to thrive within a small support team environment and using outside support teams.
Must be able to adapt quickly to vehicle service requests for support.
Experience with GCQIS, MMP, WERS, GSAR beneficial.

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/LL6SP1

This position is a range of salary grades LL6.

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.

Onsite work of up to four days per week may be required for candidates within commuting distance of a Ford hub location. 

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