Technical Hotline Operations Supervisor

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In this position...
As part of the Ford Customer Service Division (FCSD) strategy to reimagining the dealer support model Service Engineering Operations is standing up a new dedicated Hotline function to receive and resolve Technical Support Requests (TSR) from dealer technicians.The teams focus will be on delivering timely and consistent response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

This Operations Supervisor reports to the Technical Hotline Director and is responsible for tracking Hotline KPIs (Service Level Agreements) SLAs for Response Times Handle Times and Repair Plan delivery Tech Satisfaction etc. to monitor and impact daily management of overall team performance. They will develop broader reporting and conduct ad hoc data analyses to investigate efficiency opportunities operate as the the SPOC for the 3^rd party software hotline align strategies with other global hotline leads and oversee special projects.

Key responsibilities are as follows:

Objectives

• Responsible for tracking all metrics to measure health of Technical Hotline operations
  • Provide metrics that support L1/L2/L3/L4 reporting on recurring basis
  • Runs the daily standup meeting to monitor performance and identify off track trends
  • Conducts ad hoc reporting as needed to deep dive emerging concerns
  • Program manages workstreams identified to address said concerns
• Defines Hotline strategy and direction to streamline processes and identify efficiencies with respect to People Process Technologies
  • Prioritizes backlog of foundational/continuous improvement projects focused on delivering operations excellence
• Single Point of Contact for 3rd party Hotline center managing the relationship and the PO.
  • Monitors 3rd party metrics to support their accountability to meet target objectives
• Coordinates and leads touchpoint with global teams to align on strategic direction
• Assess Prior Approval business cases and manage inquiries

People

• Create a safe employee environment that attracts satisfies develops and retains a competent empowered highly motivated diverse customerdriven team
• Create an environment that highly encourages teamwork diversity of thought and promotes open direct communication with and from employees.
• Lead the personnel process that includes timely performance reviews coaching/ counseling career development and performance tracking.
• Ensure that each employee understands their role in achieving their quality / performance objectives. Support the team members throughout their performance review and action plan processes.
• Utilize empowerment coaching & counseling w/actional feedback team building and process improvements to create a work atmosphere that develops employees to their fullest potential.

This leader should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other crossfunctional teams along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations.The ideal candidate has the following:

• 4year college degree or higher
• Key knowledge/experience:
  • Prior hotline experience required
  • Program management experience strongly preferred
  • Familiarity and experience with Dealer Operations strongly preferred (specifically tied to Fixed Operations)
• Experience and ability to:
  • Lead through influence and collaborate across Ford Customer Service Division and other Enterprise partners
  • Utilize data and customer insights to influence strategic decisions and identify opportunities to improve (people/process/platform)
• Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization (Senior leadership Crossfunctional departments etc.
• Possess strong interpersonal skills demonstrating professionalism in all actions.
• Collaborative team player focused on building strong relationships.
• Believe in skilled and motivated people working together.
• Focused on continuous development of self and others.
• Ability to work independently thought leadership forwardthinking.

You may not check every box or your experience may look a little different from what weve 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 builderor 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 rampup programs subsidized backup 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 Years Day

Paid time off and the option to purchase additional vacation time.

For more information on salary and benefits click here: https://fordcareers/LL6NonHTHD
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.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location. #LIHybrid #LIKH2