Job DescriptionIn this position... The Software Escalation team provides solutions which directly enable technicians and help to repair customer vehicles. The Software Escalation Supervisor leads a team that is primarily responsible for working with various technical teams to help identify software-related issues, then collaborate to create and implement solutions to enable the dealership service tool and resolution of field concerns. This position has global responsibility to enable resolutions for customers.
ResponsibilitiesWhat you'll do...- Develops training plans, performance objectives, and career planning for members of three sub-teams
- L2 Dealer Software Support Hotline (DSSH)
- L2 FSA Verification (SVT)
- L2 North American Triage
- Leads and prioritizes work of the Software Escalation (L2) team to
- Provide responsive escalation support to the Hotline teams (including global hotline teams for FSA verification concerns) and Field Service Engineers (FSEs) in addressing software failures and data issues affecting customer vehicles.
- Provide the prompt resolution of diagnostic software challenges hindering technicians from resolving customer vehicle issues, including identification of stakeholders or root causes.
- Collaborate with a cross-functional team to devise interim containment actions measures and establish preventative corrective actions.
- Act decisively on early warning reports to rectify data and systemic issues swiftly.
- Collaborate with all stakeholders to develop reporting metrics using the information collected from Jira and other supporting sources and establish feedback mechanisms and processes.
- Leverage developer tools to troubleshoot service issues and enhance back-end data quality.
- Work closely with Product Development engineers and teams to ensure issues impacting service technicians are understood, properly prioritized, and actioned.
QualificationsYou'll have...Minimum- Bachelor's degree
- 4+ years of experience
- Role model for Ford OS leadership behaviors
- Subject matter expert on dealership operations; field/dealer contact experience
- Strong project management skills, with the ability to manage multiple priorities and meet deadlines.
- Strong analytical skills, with the ability to synthesize complex data and develop actionable insights
- Excellent strategic thinking and problem-solving abilities, with a focus on delivering results
- Communication and presentation skills with ability to influence and engage stakeholders at all levels of the organization.
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 leadership level 6 and ranges from $115,500-$218,100.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: https://fordcareers.co/LL6
Visa sponsorship is not available for this position.
This position is hybrid with a requirement to be onsite four or more days per week.
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