Concern Identification and Resolution (CIDR) Program Manager
Concern Identification and Resolution (CIDR) Program Manager
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1 Vacancy
Job Description
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
In this position...
The CIDR Program Manager is the Service Subject Matter Expert on their assigned vehicle line(s). They are responsible for identifying vehicle concerns that Dealers cannot resolve due to technical deficiencies fully defining the concern and escalating to Engineering problem solvers for development and delivery of corrective actions and project managing deployment of service fix capability (parts and / or software) and oversight on the execution of technical bulletins / messaging to Dealers.
Responsibilities
What youll do...
- Manage the identification and prioritization of high-impact customer vehicle concerns Dealers cannot permanently fix with current diagnostics procedures parts and/or software.
- Ensure timely escalation of concerns to responsible Engineering design & release activity for for rapid root cause discovery and execution of PCA actions.
- Provide data / analysis to accurately define concerns and desired resolution action content.
- Utilize Quicker Service Fix (QSF) process to expedite repairs for customers.
- Strive to minimize time between first occurrence and Dealer repair capability (Patient Zero).
- Support and enable GSR Product Concern Engineer efforts to identify unresolved customer vehicle concerns in all markets for assigned vehicle line(s). Key indicators for analysis include: GCQIS reports Connected Vehicle data part demand data warranty data Reacquired Vehicle data QED etc.
- Leverage (e.g. present at) FQR and other PD/Quality/VO forums to ensure accountability and assistance with timely resolution of QSF and Emerging Concerns.
- Oversee Service Trials to verify feasibility repeatability and confidence repair will meet customer expectations.
- Certify TSB SSM GSB ISM articles are accurate and participate in TSB peer review process.
- Smartly execute readiness of service fixes by working proactively with functional activities (PS&L DSP STA etc.). Ensure forecasted part demands are accurate.
- Mentor and guide supporting PCE and intercede as necessary to escalate issues and remove barriers enabling concern/issue resolution.
- Maintain contact with Design for Service partners by providing lessons learned on vehicle concerns to prevent recurrence.
- Act as a resource for the Technical Assistance Center / Dealer Software Support Hotline and a conduit for feedback input into Engineering.
- Liaise with SEO FIRFT Team to support their efforts to identify the true causes of negative FIRFT feedback. Work cross-functionally to develop action plans to resolve problems.
Qualifications
Youll have...
Bachelor of Science degree in Automotive Technology Engineering or related discipline.
5 years of Automotive service technical background required.
Even better you may have...
Master of Science degree in Automotive Technology Engineering or related discipline.
Dealer employment experience desired.
FCSD field experience desired.
Experience working closely with Engineering desired.
Strong verbal communications technical writing and presentation skills are a must.
Capacity to effectively manage multiple tasks.
Must be able to thrive within a small support team environment and using outside support teams.
Must be able to adapt quickly to vehicle service requests for support.
Experience with GCQIS MMP WERS GSAR beneficial.
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!
For more information on salary and benefits click here: position is a range of salary grades LL6.
Visa sponsorship is not available for this position.
Onsite work of up to four days per week may be required for candidates within commuting distance of a Ford hub location.
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Required Experience:
Manager
Employment Type
Full-Time
