Tech Hotline Supplier Site Manager

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, 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 reimagining the dealer support model, Service Engineering Operations is standing up a dedicated team to receive and resolve Technical Support Requests (TSR) from dealer technicians. The team's focus will be on delivering timely response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end-to-end technical support.

The Technical Hotline Supplier Site Ops Manager is the Ford lead for our supplier-operated technical support center, providing technicians with diagnostic/repair guidance on software Tech Support Requests (TSRs). They will liaise between the Ford Technical Hotline and the partner supplier, driving the business to meet all objectives in the Statement Of Work with responsibility for the supplier team (~100+ agents) and the annual budget.

This role will report to the Technical Hotline Director, and expected to report to office 3+ days/week to the supplier location in southeast MI.

Responsibilities

• Work with supplier leadership (Executive Director, Managers, Supervisors, and Advocates) to deliver team KPIs measuring high quality, timely responses to dealer technician requests for assistance
• Closely monitor supplier KPIs to ensure consistency in delivery of high quality performance, investigating opportunities as required to close gaps in efficiency.
• Work with the Ford Hotline and supplier team to drive consistency in process and quality in delivering consistent high quality support to technicians.
• Review and approve Knowledge Base content that the team uses to answer/resolve customer questions/issues.
• Review and assist in identification of all new concerns, escalating to Ford teams for timely resolution.
• Continuously work with the team to implement fundamental design principles across experiences to deliver seamless and consistent experiences/messages.
• Collaborate with cross-functional team efforts to shape experiences, products, prioritization, delivery schedules, and execution.
• Ensure effective supplier relationships while managing overall Ford + Supplier collaboration while ensuring compliance with the contract in all areas, such as spending and more.
• Participate with Program Management, Contracts, Business Offices, and Purchasing to shape SOWs and related negotiations.
• Act as the Ford representative for all new hire orientations, meetings, groups, etc.

Qualifications

Background and Experience

• A bachelor's degree is required.
• 5+ years experience in Marketing and Sales, Customer Experience, or a similar discipline
• Self-starter with the ability to adapt to new customer learnings and incorporate them into processes/procedures
• FCSD field experience preferred
• Knowledge of dealership fixed operations is preferred
• Knowledge of Ford warranty and policy preferred

Competencies and Skills

• Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization (Senior leadership, Cross-functional departments, etc.)
• Possess strong interpersonal skills, demonstrating professionalism in all actions.
• Collaborative team player focused on building strong relationships.
• Believe in skilled and motivated people working together.
• Focused on continuous development of self and others.
• Ability to work independently, thought leadership, forward-thinking.

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.

For more information on salary and benefits, click here: https://fordcareers.co/LL6SP1
This position is a range of salary grades LL6 .

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.

#LI-Onsite #LI-KH2