Ford Motor Company

Software Escalation Team Lead

Ford Motor Company • $99K — $166K *
Allen Park, MI 48101In-Person
Consumer Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Strong verbal and written communication skills
  • Desire to learn about vehicle and module interaction
  • Strong computer skills
  • Self-motivated problem solver in a dynamic environment
  • Familiarity with the Ford Multi Module Over the Air (MMOTA) ecosystem
  • Experience with JIRA cloud or similar software management tools
  • Ability to communicate with global software/data tool owners

Responsibilities

  • Lead two sub-teams focused on training, performance management, and expert guidance
  • Provide subject matter expert guidance for a third sub-team
  • Gain proficiency in the multi-module over-the-air (MMOTA) process
  • Provide escalation support for software failures affecting customer vehicles
  • Supervise prompt resolution of diagnostic software challenges for technicians
  • Collaborate to devise interim containment actions and preventative measures
  • Act on early reports to rectify systemic issues swiftly

Benefits

  • Immediate medical, dental, vision and prescription drug coverage
  • Flexible family care days, paid parental leave, and new parent ramp-up programs
  • Family building benefits, including adoption and surrogacy reimbursement and fertility treatments
  • Employee vehicle discount program and management leases
  • Tuition assistance for continued education
  • Active employee resource groups for networking and support
  • Paid time off for community service and a generous schedule of paid holidays
  • Option to purchase additional vacation time
Full Job Description
Job Description

Software Escalation Team Lead

In this position...

The TFO Software Escalation team provides solutions which directly enable technicians and help to repair customer vehicles. The Software Escalation Team Lead 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. Software Escalation Team Lead reports to the Software Escalation Supervisor.

Responsibilities

What you'll do...
  • Leads two sub-teams, including training, performance management, and SME guidance
    • L2 Dealer Software Support Hotline (DSSH)
    • L2 North American Triage
  • Provides SME guidance for a third sub-team
    • L2 FSA Verification (SVT)
  • Gain proficiency in the multi-module over-the-air (MMOTA) process
  • Provide responsive escalation support to Technical Assistance Centers (TAC) and Field Service Engineers (FSEs) in addressing software failures and data issues affecting customer vehicle.
  • Supervise the prompt resolution of diagnostic software challenges hindering technicians from resolving customer vehicle issues, often identifying 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 and properly prioritized and actioned.


Qualifications

Even better, you may have...
  • Strong verbal and written communication skills.
  • Desire to learn about vehicle and module interaction.
  • Strong computer skills.
  • Self-motivated problem solver with the ability to thrive in a dynamic environment & exhibits desire for continuous improvement.
  • Familiarity with the Ford Multi Module Over the Air (MMOTA) ecosystem
  • Experience and knowledge with JIRA cloud or similar software management tools.
  • Ability to communicate with various global software/data tool owners to drive changes that relate to data, HMI and UX.

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 salary grade 8 and ranges from $99,100-$166,200.

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/GSR

Visa sponsorship is not available for this position.

This position is hybrid with a requirement to be onsite four or more days per week. #LI-Hybrid #LI-MK1

About Ford Motor Company

Ford Motor Company manufactures or distributes automobiles in addition to offering financial services. The company sells to dealerships for retail sales, and for sale to fleet customers, including commercial fleet customers, daily rental car companies, and governments. Ford’s vehicle portfolio includes automobiles, buses, tractors, and trucks. Retail financing includes retail installment sale contracts for new and used vehicles, and direct financing leases for new vehicles to retail customers, government entities, daily rental car companies, and fleet customers. Finance receivables in the non-consumer portfolio include products offered to automotive dealers. Ford’s environmental initiatives include compressed natural gas, flexible fuel vehicles, electric drive vehicles, Hydrogen, PC power management, and so on. Ford Motor Company was founded by Henry Ford in 1903 and is headquartered in Dearborn, Michigan.

Ford Motor Company Careers

Join the dynamic team at Ford Motor Company, a global leader in automotive innovation and manufacturing. At Ford, we are committed to driving human progress by providing outstanding vehicles and mobility solutions. This is an exciting time to become part of our inclusive team, where job opportunities abound and growth is not just a possibility, but a promise.

Work You’ll Do

At Ford Motor Company, you will collaborate with some of the brightest minds in the industry. Our professionals are at the forefront of automotive technology, leading projects that redefine transportation and sustainability. With a culture rooted in continuous improvement and respect for all, Ford offers a workplace where leadership, diversity training, and innovation are part of everyday life.

Join Our Market-Leading Team

Ford’s commitment to excellence is why we are a leader in the automotive sector. We offer a variety of career paths, from engineering to marketing, all designed to foster professional and personal growth. Our team benefits from Ford’s commitment to professional development and networking opportunities, ensuring that every team member can reach their full potential.

Innovative Work

Engage in work that makes a difference. Ford Motor Company is pioneering developments in electrification, autonomous vehicles, and smart mobility solutions. Our team of over 190,000 employees worldwide is dedicated to crafting experiences that improve the way the world moves.

Be Part of a Great Team

Working at Ford means more than just having a job; it means being part of a global family. Our culture promotes teamwork, integrity, and respect—values that underpin everything we do. We believe in nurturing a diverse and inclusive environment where every employee can thrive.

Future-Proof Your Career

Ford Motor Company is not just a great place to work; it’s a place to build a lasting career. Our employees enjoy competitive benefits, comprehensive health care, and retirement plans that rank among the best in the industry. We support career advancement through extensive training programs and hands-on experience in the latest automotive technologies.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional looking for your next challenge or a student interested in an internship, Ford has opportunities that will harness your skills and ignite your ambition. Our hiring process is straightforward and respectful, designed to match your skills and passions with the right position.

Stay Connected

Join Our Team Search open positions that match your skills and interests. We look for passionate, curious, creative, and solution-driven team players. Ready to start your journey with Ford? Prepare your resume, sharpen your interview skills, and become part of a company that’s building the future of transportation.

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Learn more about Ford Motor Company
Size
183,000 employees
Market Cap
$44.8 billion
Industry
Manufacturing & Automotive
Net Income
-$1.2 billion
Founded
1903
5 Year Trend
-2.1%
Revenue
$127.1 billion
NASDAQ
F
* Ladders Estimates

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