Team Leader, Technical Assistance Center - Dearborn, MI

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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.

Responsibilities
What youll do...

The TAC Team Leader reports to the Commodity Supervisor and will operate as a people leader of 10-15 Case analysts. They are considered an SME in the given commodity (Gas Diesel Body Electrical Emerging Tech etc.); they will be the go-to 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 on-the-spot 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 mid-year 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
Additional Qualifications/Responsibilities
Qualifications
Youll have...

Associates degree
ASE Certification OR 2 years experience in hands-on 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.
Well-rounded 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 hands-on 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 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 Years Day
Paid time off and the option to purchase additional vacation time.