Manager Uptime Assist Field Operations

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

Our Marketing Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes ears and voice of Ford.

In this position...

As the Uptime Assist Market Area QB Manager you will play a pivotal role in optimizing vehicle repair processes and enhancing dealership performance within your assigned market areas. You will lead and guide Market Area Quarterbacks (MAQBs) to connect with dealership teams fostering the adoption of strategies that lead to timely vehicle repairs and improved customer satisfaction. A key focus will be on driving efforts to achieve a 7-day Repair Order (RO) closure KPI and significantly reduce vehicle days down at dealerships by collaborating with Zone Managers (OZMs) and other field operations teams.

What youll do...

• Strategic Leadership & Performance Improvement:
  • Manage and mentor MAQBs enabling them to effectively engage with Market Area teams to successfully implement timely vehicle repair processes in dealerships.
  • Lead initiatives to elevate Uptime Assist performance specifically targeting and achieving the 7-day RO closure /escalation Key Performance Indicator
  • Drive efforts to reduce vehicle downtime at dealerships by collaborating closely with QB teams FCSD Field Organizations and other Uptime Assist Colleagues
• Operational Oversight & Task Management:
  • Facilitate daily (T-F) MAQB Team Stand-Ups to address obstacles align on objectives review KPIs and plan daily activities.
  • Direct daily Command Center operations including researching VINs requiring support addressing inquiries on open VINs and coordinating with dealership/field teams to resolve open ROs.
  • Conduct daily Open RO Research performing comprehensive parts and technical information reviews utilizing systems such as Global Uptime GCQIS GTAC PTS and OASIS.
  • Oversee the daily Parts Process for Market Areas which involves VIN searches in Global Uptime detailed part information reviews DOW searches Ford Catalog inquiries and GCCT submissions.
  • Manage the daily UASSIST shared email to ensure timely/accurate responses to OZMs
  • Utilize Microsoft Planner daily to review in-process and overdue tasks create new tasks from Uassist2 emails and ensure the prompt resolution of issues.
• Dealership Engagement & Analysis:
  • Perform Gemba walks at dealerships as required identifying low-performing sites based on metrics like escaping containment and 7-day RO closure rates.
  • Analyze dealership performance data including download rates historical 7-day performance FIRTFT NPS and Warranty Dash RO duration.
  • Review dealership Uptime Assist download lists part orders CRC cases and hotline submissions to identify vehicle status and required actions.
  • Lead meetings with dealerships to discuss ROs and overall performance compiling notes and reporting findings to Ford Leadership and field teams.
  • Monitor dealership adherence to action plans and ensure follow-up with field teams when necessary.
• Communication Training & Technical Support:
  • Develop and deliver training materials and decks for Go-to-Market (GTM) rollout to OZMs regions and markets.
  • Contribute to weekly newsletter updates for L1 leadership.
  • Lead GTM efforts for the field team in collaboration with the GTM Manager.
  • Ensure all field communications are officially managed through the Field eFC process org meetings Field Management etc.
  • Attend Org Meetings w/Field (OZM) and (FSE) team as necessary to present UAssist data/metrics/action plans

Youll have...

Minimum

• Bachelors Degree or equivalent combination of relevant education and experience
• Demonstrated knowledge of dealership processes and vehicle repair procedures
• Strong technical knowledge of service repair processes
• Proficiency in automotive parts and parts ordering systems
• Proven ability to critically assess and interpret data
• Exceptional communication and interpersonal skills with the capacity to adapt messaging to diverse audiences
• Experience in leading teams and driving operational performance improvements

Even better you may have...

Preferred

• 5-years of experience at Ford Motor Company
• Familiarity with various internal systems and dashboards (e.g. Global Uptime GCQIS PTS OASIS DOW GCCT Qlik Microsoft Planner)
• Prior field experience within the service side of the automotive business
• Parts Supply and Logistics knowledge is preferred
• Field
• Experience with Uptime Assist or similar vehicle diagnostics and repair support platforms is helpful

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.

This position is a leadership level 6.

For more information on salary and benefits click here:
position is a range of salary grades .

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 the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.

This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-TS3