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?
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 Service Support Supervisor performs a critical function for the customer, dealer, and Ford. The position supervises a team of concern engineers responsible for managing Quicker Service Fix (QSF) initiatives for vehicle software issues that Dealers cannot resolve without Ford support. Additionally, the position is responsible for being the principal liaison between Global CIDR and the EVDD / Software Quality Teams, supporting the integration of CIDR with their respective Vehicle Functional Groups (VFGs) in Product Development to ensure timely engagement for root cause and corrective action, and the readiness of software development and deployment.

Responsibilities

What you'll do...

• Lead software fix readiness tracking of software development and deployment through various end-to-end steps (SWCM, Jira, IVS, OTA, FDRS, etc.).
• Identify and implement reporting improvements quickly as required by the business.
• Fundamentally work to improve all elements that affect service software availability to Dealers.
• Identify when new concerns are cross-vehicle line and support the lead CIDR engagement with PD.
• Work with DSSH (Dealer Hotline) leads to smartly identify trending software error states and support / escalate with Engineering functions as needed using CIDR processes (e.g., QSF).
• Support the definition of early concerns identified by the traditional CIDR team to support early engagement with Product Development for Root Cause and Corrective Action.
• Develop supporting data and analysis to improve concern definition as needed.
• Facilitate touchpoints with Software Quality and Engineering functional leads to manage service software delivery Action Plans.
• Represent FCSD CIDR in various forums with Engineering leadership (FQRs, DQRs, VPQRs) in support of QSF and other service fix initiatives.
• Support CIDR Program Managers with timely and accurate status updates.
• Interface with assigned Engineering and Quality teams to support the QSF process.
• Support the cross-functional teams in the development and continued quality of diagnosis and repair information in the Workshop Manual (WSM) or other corporate locations to ensure Technical Service Bulletins (TSBs) and Special Service Messages (SSMs) are referencing the most up to date procedures.
• Engage with FCSD software deployment teams to ensure CIDR team understands affected ECUs and any dependencies or coordiantion in module programming required to be included in TSBs and SSMs.
• Support CIDR process improvements in software support white-space efforts.
• Work with FCSD Plant Vehicle Team (PVT) to support quality and launch initiatives.
• Support the development of an inclusive and productive team modeling Ford Excellence, Focus and Collaboration.
• Engage employees in regular check-ins to support employee development and satisfaction.
• Ensure team members successfully complete all training and other corporate directives.

Qualifications

You'll have...
Bachelor's degree in automotive technology, Engineering, or related discipline.
5 years Automotive service technical background required.

Even better, you may have...
Master's degree in automotive technology, Engineering, or related discipline.
Dealer employment experience (preferably in Service) desired.
FCSD field experience desired.
Experience with software development and deployment applications (SWCM, Jira, IVS NG, etc.) highly desired.
Experience with module programming in Service is highly desired.
Demonstrated experience with Project Management tools preferred.
Resilience to work on small white space team with dynamic role changes over time.
Strong verbal communication, technical writing and presentation skills.
Strong collaboration skills to successfully provide cross-functional support.
Proven capacity to effectively manage multiple tasks.
Ability to work independently and deliver results without direction.
Continuous improvement mindset and previous experience with process development is a plus.

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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