Job DescriptionAt Ford Motor Company, we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrow's transportation.
FordPass and Lincoln Way are world-class mobile applications used by millions of customers around the world. We are looking for a customer-centric, technical, and hands-on
Mobile Application Support Manager.
The
Mobile Application Support Manager plays a crucial role in ensuring exceptional customer experience of the FordPass/LincolnWay application. This position will lead the first-tier application support team, define and optimize support processes, and collaborate with cross-functional teams to resolve customer issues efficiently and effectively. The ideal candidate is a highly organized and detail-oriented individual with strong problem-solving skills and experience in application support and team management.
ResponsibilitiesWhat you'll be able to do: In this position, you will be responsible for:
- First-Tier Application Support: Directly manage and mentor a team of application support engineers, providing guidance, training, and performance feedback. Ensure consistent, high-quality support is delivered to FordPass/LincolnWay customers.
- Support Process Improvement: Develop and implement efficient and effective support processes across various channels. This includes designing workflows, creating knowledge bases, and defining escalation paths.
- Cross-Functional Collaboration: Collaborate closely with other Ford connected vehicle teams to quickly identify and resolve customer issues, ensuring a unified approach to problem-solving. Partner with our Customer Relationship Centre to understand recurring customer pain points, develop effective solutions, and ensure a seamless resolution process for complex issues.
- Documentation and Training: Develop and maintain comprehensive documentation, including best practices, troubleshooting guides, and training materials for the support team.
- Issue Escalation: Act as the primary representative for FordPass/LincolnWay in issue escalations the span across multiple teams and functions.
- Define and Track Support Metrics/KPIs: Establish key performance indicators to measure support team performance, including resolution times and issue volume. Regularly track and analyze these metrics, identifying areas for improvement and implementing corrective actions.
QualificationsMinimum Requirements we seek: - Bachelor's degree in Computer Science, Engineering, relevant area of study, or equivalent work experience.
- 5+ years of experience in application support, with at least 2 years in a management or supervisory role.
Our Preferred Requirements: - Prior mobile application development experience.
- Demonstrated experience with software operations (Source Management, Continuous Integration/Continuous Deployment, DevOps, Site Reliability Engineering, Observability, Support and maintenance).
- Exemplary verbal and written communications skills with the ability to influence the enterprise.
- Master's degree in Computer Science, Engineering, relevant area of study, or equivalent work experience.
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.
This position is a leadership level 6.
For more information on salary and benefits, click here:
https://fordcareers.co/LL6SP4 If in CA
https://fordcareers.co/LL6SP2 if in MI
Ford will not be offering a relocation package for this position. Candidates for this role are expected to either reside within commuting distance of our Dearborn, MI, Palo Alto, CA, or Long Beach, CA offices or be able to relocate independently without financial assistance from the company.
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. #LI-Hybrid #LI-SJ2
About UsAt Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation.
About the TeamWe seek to provide the thought leadership essential to achieving Ford's strategic objectives. We translate insight into action by driving toward robust points of view, timely decisions and responsible allocation of enterprise resources.
