Team Leader Technical Assistance Center

Team Leader Technical Assistance Center

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 were all a part of something bigger than ourselves. Are you ready to change the way the world moves

As part of the Ford Customer Service Division (FCSD) strategy to reimagine the dealer support model Service Engineering & Operations is standing up a dedicated Technical Assistance Center (TAC) team to receive and resolve Technical Support Requests (TSR) from dealer technicians. The teams focus is to deliver a timely response while providing technical support guidance and repair plan information. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

What youll do...

The TAC Team Leader reports to the Commodity Supervisor and will operate as a people leader of 1015 Case analysts. They are considered an SME in the given commodity (Gas Diesel Body Electrical Emerging Tech etc.; they will be the goto person for assistance and have established relationships with other organizations where request may be escalated (Diagnostics service concern ID PD engineering). They will also be expected to interface with dealer service management and/or dealer principals to assist with resolution of technical vehicle concerns and to provide constructive feedback.

Team Leaders will coach and council quality improvement and process adherence of the technical support case analysts in order to help meet target objectives. They will provide onthespot guidance audit calls and provide calibration across their team to achieve consistent performance. They will have responsibility for finding training opportunities developing individual training plans and ensuring that their teams overall training is on track to meet objectives. At end of each quarter TALs will conduct performance reviews with their team assessing them on meeting objectives and counseling them against One Ford behaviors.

• Provide assistance to the Commodity Supervisor in the following areas:
• Serve as Subject Matter Expert for assigned commodity
• Coordinate with Dealer Management/Service Personnel ensuring progression on case management driving timely resolution.
• Reinforce Case Management proper handling/concern resolution.
• Reinforce adherence to outlined dealer processes for technical support
• Create commodity reports/updates Team ensuring sharing of information
• Conduct periodic reviews of performance to objectives (KPIs) culminating in a quarterly performance review that feeds into the midyear and final year ratings
• Collaborate in case escalation to Engineering or Field Support.
• Lead/Support cross functional commodity discussions ensuring consistent handling of cases
• Identify and advocate emerging trends within the commodity and support CIDR/warranty Cost Per Repair (CPR) team involvement/understanding of concerns.
• Communicate and cascade technical information to commodity Team
• Manage daily staffing (vacations/sickness) for Case Managers Coordinates and plans ongoing technical training.
• Onboard new team members after completion of STST (technical) & Soft Skills Training.
• Continuously monitor overall technical support process to identify/develop/implement improvements (process technology staffing)
• Facilitate regional/dealership coaching discussions to baseline and improve quality of technical support requests (TSR)
• Personnel Development responsible for employee recognition career development opportunities and facilitate key aspects of the Performance Improvement Process (PIP)
• Support recruiting interviewing and technical assessment of candidates.
• Support technician recognition events to ensuring positive collaboration between Ford and Dealership technicians

Youll have...

• Bachelors degree
• ASE Certification OR 2 years experience in handson technical repairs
• 1 year of experience in vehicle diagnostics and repair
• 1 year of experience mentoring or coaching fellow employees

Even better you may have...

• Bachelors degree or higher (technical degrees preferred including Automotive Technology Automotive Technology Management Field Service Operations Advance Vehicle Systems Automotive Engineering Technology Automotive Service
• Usage of data and customer insights to influence strategic decisions
• Possess strong interpersonal skills with ability to demonstrate professionalism in all actions.
• Wellrounded TAC background including involvement with multiple teams roles and/or projects
• Proven ability and desire to coach counsel and guide team members and Dealers
• Ability to foster a collaborative working environment that centers on teamwork
• Excellent problem solving and critical thinking skills
• Excellent verbal and written English communication skills
• Experience with handson vehicle diagnosis and repair
• Ability to analyze performance data to identify trends and opportunities
• Automotive Dealership work experience

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.

This position is a salary grade 7.

For more information on salary and benefits click here: 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 #LIMK1