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, we’re 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 team’s 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.

You'll have... 

Bachelor’s 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...

Bachelor’s 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 we've 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 builder…or 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 Year’s 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: https://fordcareers.co/GSRSP1

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 status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

 

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location.  #LI-Hybrid  #LI-MK1

What you'll 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