Global Uptime Technical Quarterback

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 Uptime Assist Technical Quarterbacks are integral members of the new Uptime Assist team, dedicated to reducing drivers of high duration repair orders when dealers require technical assistance.

Technical quarterbacks use data to identify and quantify issues and use data-driven storytelling to engage people across the company and expedite and implement actions that improve technician’s ability to diagnose and repair vehicles.

What you'll do…

• Improve the rate of warranty repairs completed in 17 days and 29 days for repair orders (ROs) where dealers requested technical assistance.
• Improve the rate of technical assistance being contained to 8 days or less for warranty repair orders.
• Identify and resolve issues driving high RO duration in the technical assistance domain for individual vehicles, quality issues impacting multiple vehicles, technical assistance processes, and systemic problems.
• Analyze data to identify and quantify issues, estimate impact of actions and prioritize projects.
• Lead change management cross-functionally by facilitating 5-Why/2-How analysis to identify actionable root-causes and co-develop new standards and action plans, program manage implementation.
• Use data-driven storytelling to engage direct responsible individuals in all organizations, and drive actions.
• Participate in various forums leading discussions as a subject matter expert on drivers of aging ROs with technical assistance.
• Document desk procedures for frequently used processes.
• Draft requirements for projects such as automating data analytics and creating or implementing processes or data integrations.
• Maintain documentation for data analytics, concern identification and quantification, meeting minutes, action planning and other workflows.

You'll have... 
Bachelor’s degree in Automotive Technology/Management, or Engineering discipline.

3+ years of experience leading cross-functional problem solving in automotive domain.

5+ years of Automotive technical service background. 

Even better, you may have...
Master's degree in Automotive Technology/Management, or Engineering discipline.
Experience using data to identify problems and data-driven problem solving.
Dealership employment or FCSD field experience.
Self-management skills, a team-based demeanor, creative thinking and problem-solving skills.
Strong written and verbal communication, analytical and presentation skills are a must.
Ability to communicate across organizations and up to senior leadership.
Capacity to effectively manage and prioritize multiple tasks simultaneously.
Experience using Microsoft Office applications (Excel, PowerPoint).
Experience using Ford service systems such as GTAC, GCQIS, GSAR and PTS is helpful.

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 childcare 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/GSRSP1

This position is a range of salary grades SG5-SG8. 

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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