United States onlyWe 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?
Ford Pro Intelligence provides telematics and fleet management services to our commercial and fleet customers. Ford Pro products and services serve as a foundational building block to Ford’s continued leadership and innovation in fleet/commercial vehicle market segments. Fleets are our future, representing a significant portion of vehicle sales and continual expected growth.
In this position...
Join our team as a Ford Pro Technical Specialist, where you will be the Voice of the Customer within FPI, consistently embodying a customer-centric approach. You will monitor and prioritize actions to address customer quality concerns from various sources, including Fleet Customer Critical issues, and Business Account Feedback.
In this role, you will lead efforts to resolve quality issues related to critical metrics and leverage Connected Vehicle Data to address early issues and enhance traditional quality metrics. You'll drive investigations and actions to deliver metrics that correlate with an exceptional customer experience and support the development of a comprehensive Quality Framework for Connectivity Features.
Your ability to benchmark internally and externally, establish action plans, and proactively identify solutions will be crucial in enhancing quality indicators across Connected Vehicle Features. You'll also propose methods to minimize unnecessary toil and manual work related to quality issue management, ensuring a seamless experience for our customers.
What you'll do...
- Become the Voice of the Customer within FPI Customer Enablement while maintaining a Customer-Centric Mentality and behavior at all times
- Monitor, prioritize and drive actions to address customer Quality concerns from various sources, such as: Fleet Customer Critical issues, Business Account Feedback, etc.
- Take a central role in resolving quality issues within respective critical metric
- Use Connected Vehicle Data (Leading Customer Indicators) as a real-time data source to improve upon any early issues as well as to support accurate prioritization on improving Traditional Quality Metrics
- Pro-Actively Drive investigations and take actions to deliver Traditional/Leading metrics that correlate to an outstanding customer experience
- Support creation of an up-to-date Quality Framework encompassing all Connectivity Features
- Ability to quickly benchmark (internally and externally) while establishing action plans on quality indicators, across all Connected Vehicle Features.
- Proactively identify and capture peer support to quickly solve any issues affecting customers
- Propose methods to reduce unnecessary toil and manual work related to quality issue management
You'll have...
- Bachelor's degree required
- 2+ years of experience in resolving customer quality issues
- 2+ years of experience in data analytics, reporting, and managing dashboards
- 2+ year of experience with querying and utilizing large datasets to prove/disprove theories/investigations
- 1+ years of experience working with cross-functional teams and engaging with stakeholders
Even better, you may have...
- Bachelor's degree in Engineering, Computer Science, Information Technology, Data Science or other scientific field of study
- 2+ years of experience in handling Connected Vehicle related Quality concerns
- 1+ years of experience with JIRA
- Telematics, Fleet industry experience preferred
- Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA
- Green belt and/or Black belt is a plus
- Solid understanding of vehicle electrical architectures and components
- High level of interpersonal skills to effectively connect with a diverse group of people and cross-functional teams
- Ability to respond and prioritize several demands from different teams and point of view
- Ability to drive Quality/Performance attitude into different levels inside the Company
- Maintain resilience as new tools/processes are established upon teams already working with other demands
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 7-8.
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.
