Concern Identification and Resolution (CIDR) Supervisor

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In this position...
The CIDR Service Support Supervisor performs a critical function for the customer dealer and Ford. The position supervises a team of concern engineers responsible for managing Quicker Service Fix (QSF) initiatives for vehicle software issues that Dealers cannot resolve without Ford support. Additionally the position is responsible for being the principal liaison between Global CIDR and the EVDD / Software Quality Teams supporting the integration of CIDR with their respective Vehicle Functional Groups (VFGs) in Product Development to ensure timely engagement for root cause and corrective action and the readiness of software development and deployment.

What youll do...

• Lead software fix readiness tracking of software development and deployment through various end-to-end steps (SWCM Jira IVS OTA FDRS etc.).
• Identify and implement reporting improvements quickly as required by the business.
• Fundamentally work to improve all elements that affect service software availability to Dealers.
• Identify when new concerns are cross-vehicle line and support the lead CIDR engagement with PD.
• Work with DSSH (Dealer Hotline) leads to smartly identify trending software error states and support / escalate with Engineering functions as needed using CIDR processes (e.g. QSF).
• Support the definition of early concerns identified by the traditional CIDR team to support early engagement with Product Development for Root Cause and Corrective Action.
• Develop supporting data and analysis to improve concern definition as needed.
• Facilitate touchpoints with Software Quality and Engineering functional leads to manage service software delivery Action Plans.
• Represent FCSD CIDR in various forums with Engineering leadership (FQRs DQRs VPQRs) in support of QSF and other service fix initiatives.
• Support CIDR Program Managers with timely and accurate status updates.
• Interface with assigned Engineering and Quality teams to support the QSF process.
• Support the cross-functional teams in the development and continued quality of diagnosis and repair information in the Workshop Manual (WSM) or other corporate locations to ensure Technical Service Bulletins (TSBs) and Special Service Messages (SSMs) are referencing the most up to date procedures.
• Engage with FCSD software deployment teams to ensure CIDR team understands affected ECUs and any dependencies or coordiantion in module programming required to be included in TSBs and SSMs.
• Support CIDR process improvements in software support white-space efforts.
• Work with FCSD Plant Vehicle Team (PVT) to support quality and launch initiatives.
• Support the development of an inclusive and productive team modeling Ford Excellence Focus and Collaboration.
• Engage employees in regular check-ins to support employee development and satisfaction.
• Ensure team members successfully complete all training and other corporate directives.

Youll have...
Bachelors degree in automotive technology Engineering or related discipline.
5 years Automotive service technical background required.

Even better you may have...
Masters degree in automotive technology Engineering or related discipline.
Dealer employment experience (preferably in Service) desired.
FCSD field experience desired.
Experience with software development and deployment applications (SWCM Jira IVS NG etc.) highly desired.
Experience with module programming in Service is highly desired.
Demonstrated experience with Project Management tools preferred.
Resilience to work on small white space team with dynamic role changes over time.
Strong verbal communication technical writing and presentation skills.
Strong collaboration skills to successfully provide cross-functional support.
Proven capacity to effectively manage multiple tasks.
Ability to work independently and deliver results without direction.
Continuous improvement mindset and previous experience with process development is a plus.

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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