Job Description:

Working within our Marketing, Sales & Service organization gives you the opportunity to advance the Ford reputation as a visionary vehicle and mobility services company delivering a trusted customer experience. We’re looking for insightful individuals with the marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. If you have an audience-first mindset, join us and be the eyes, ears and voice of Ford.

Job Responsibilities:

Positions are based in 21 regions across the United States. Must have a willingness to relocate now or in the future to one of these locations.
Monitoring service repair process improvement recommendations with affected dealerships and follow-up as required
Communicating root cause analysis, and related recommendations to dealership management
Utilizing dealership technical performance reporting to proactively identify and prioritize opportunities for process improvement
Implementing and monitoring processes that support proper diagnosis and repair
Providing guidance on required tools and equipment
Providing critical feedback on new and existing product quality
Ensure dealership management understands technician training requirements to improve repair capability, including the technical competence of their personnel
Ensure dealership management is aware of the Company’s technician career entry/recognition programs and is leveraging them to recruit new technicians
Assisting legal counsel, executive liaison and the dispute resolution teams with vehicle inspections or final repair attempts
Ensure Dealer Principals and dealership management are fully aware of their individual performance on key metrics, which affect fixed operations performance
Ensure dealership management fully understands the relationship between maintaining sufficient service equipment and increased customer satisfaction, repair work throughput and profitability by:
Consult with Dealership management about vehicle repair process capability that supports high quality vehicle repair results
Ensure dealerships are supported in resolving vehicle technical assistance requests, including identification of the root cause by:
Report recommendations, repair actions and results
Able to travel overnight on a weekly basis

Job Requirements/Qualifications:

Bachelor’s Degree in automotive-related programs such as, but not limited to, Automotive Technology,
Automotive Technology Management, Field Service Operations, Advanced Vehicle Systems, Automotive
Engineering, Automotive Engineering Technology, Automotive Service Technology and Automotive Industry Management
Professionalism including customer service/interface skills/experience
Strong project/program management experience and business acumen
Proven track record of working independently, following-through and solving problems quickly
Possess a valid and unrestricted driver’s license
One or more years of automotive diagnosis and repair experience (dealership and/or independent)
2+ years of experience using Microsoft Office suite
Experience or firm understanding of the Vehicle Service Repair process
Excellent communication and collaboration skills to build strong relationships with dealership personnel and cross functional activities