Ford Pro Technical Support

Ford - Augusta, ME

Full-time - Entry Level

Augusta, ME

Transportation Equipment Manufacturing

About the position

The Ford Pro Technical Support position is focused on enhancing commercial customer productivity through technical support and quality improvements for Ford Pro products. The role involves data analysis, collaboration with various teams, and the resolution of technical issues, ensuring that customers receive optimal service and support. The successful candidate will play a key role in influencing product design based on customer feedback and will be responsible for documentation and reporting.

Responsibilities

• Drive identification of requirements across Ford Pro Pillars and identify substandard processes through evaluation of real-time data.
• Create and implement precise management plans for every project, with attention to transparency communication at all levels.
• Document, maintain, and support system requests via governed intake process requests through conducting business discovery and framing.
• Gain in-depth knowledge of the Ford Pro ecosystem, bringing together data & systems within the new tech stack (Pro360, Salesforce, Marketplace) across all pillars to support a one-stop-shop go-to-market approach.
• Partner with other stakeholders across Ford Pro to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial and executive teams.
• Develop and share weekly and monthly leadership reporting.
• Articulate, author, and update internal and external documentation, and formally initiate and deliver requirements and documentation.
• Lead skilled resources with unique/different technical background spanning from Onboard/Offboard technical knowledge and skillset to evaluate and establish Fleet focused Quality KPIs.
• Work with Level 2 teams across various orgs to support hardware and software issues.
• Log bugs in Jira and follow-up/escalate as required.
• Own the escalation process that addresses product, data quality, hardware, and software issues requiring coordination of support activity across multiple teams.
• Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
• For escalated concerns, ensure next steps/actions taken are communicated with the team(s) working to resolve an issue and the customer facing business group adhering to the business SLA's.
• Provide information by collecting, analyzing, and summarizing development and service issues.
• Follow the 5D/8D Process, with main focuses on ICA/PCA/PRA.
• Think outside the box for customer resolution (Work with array of teams to find different solutions for hardware problems to help mitigate customer impact).

Requirements

• Bachelor's degree.
• 2+ years of experience driving quality concerns is desired.
• Proven experience working with both Large/Small Fleet Related metrics and external partners.
• Proven analytical abilities and advanced understanding of business functions, workflows, and processes.
• Experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools.
• Practical experience generating process documentation and reporting.

Nice-to-haves

• High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers.
• Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA.
• Solid understanding of vehicle electrical architectures and components.
• Ability to respond and prioritize several demands from different teams and point of view.
• Ability to drive Quality/Performance attitude into different levels inside the Company.
• 2+ years of experience delivering products or managing quality in a technical function.
• 2+ years of experience on Vehicle Connectivity and Vehicle launches.
• Strong communication and presentation skills.
• Ability to influence product design through lessons learnt from quality feedback channels.
• Data driven, but also needs the ability to drive to conclusions with imperfect/incomplete data.

Benefits

• 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.