Technical Hotline Learning & Development Process Coordinator

Technical Hotline Learning & Development Process Coordinator 

We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

In this position... 

The L&D Coordinator supports technical leadership and cross functional partners by coordinating learning initiatives, facilitating communication, and supporting smooth day to day operations.

This role enables Technical Hotline Case Analysts to:

• Resolve customer issues effectively
• Use systems accurately
• Follow standard processes 
• Meet quality, efficiency, and compliance expectations

This role provides coaching and guidance to technical support case analysts to reinforce process adherence and achieve target performance objectives. The coordinator delivers on the spot support, audits calls and case handling, and facilitates performance calibration across teams to ensure consistent technical and professional execution.

The ideal candidate is comfortable managing multiple priorities, anticipates organizational needs, maintains confidentiality, and brings a professional, solution-oriented mindset to supporting the Technical Hotline organization.

The Technical Hotline Learning and Development (L&D) Process Coordinator reports to the Learning & Development to the Commodity Supervisor. 

What you'll do...

Organizational Assessment & Development

• Conduct learning and performance needs assessments to identify organizational development opportunities.
• Reinforce proper Case Management handling and customer concern resolution practices.
• Partner with leadership to align learning and development initiatives with operational and business goals.

Program Evaluation & Continuous Improvement

• Evaluate training effectiveness through participant feedback, assessments, and performance metrics.
• Analyze training outcomes to continuously improve content, delivery methods, and learning impact.
• Maintain accurate training documentation and records.
• Prepare reports and insights for leadership, quality, and compliance requirements.

Recruiting, Mentorship & Ongoing Support

• Support recruiting efforts, including candidate interviewing and technical skill assessments.
• Facilitate new hire onboarding, compliance training, and role specific development programs.
• Provide ongoing coaching and guidance beyond formal training sessions, offering feedback on: 
  • Best practices
  • Process adherence
  • Technical accuracy of responses related to vehicle repair

Training Design & Delivery

• Design and deliver engaging learning programs using multiple modalities, including in person, virtual, and eLearning formats.
• Develop training for both technical and professional skills, including communication, customer experience, operating system behaviors, and case management standards.
• Adapt instructional methods to support diverse learning styles and align with business objectives.
• Create, maintain, and update training materials such as manuals, presentations, job aids, and digital learning content.
• Facilitate onboarding, compliance, and ongoing professional development training sessions.

Project Management

• Manage multiple training design and development initiatives simultaneously.
• Ensure projects are completed on time, within scope, and aligned with quality standards.
• Support execution excellence within a fast-paced technical hotline environment, including coordination with operational tools and systems (e.g., phone operations).

You'll have...

• Bachelor's degree or equivalent combination of relevant education and experience.
• 3+ years of experience with leadership development and training 
• 2+ years of technical automotive experience

Even better, you may have...

• Proven experience facilitating training and producing learning analytics to demonstrate program impact.

The requirements listed below represent the knowledge, skills, and abilities needed to successfully perform the essential functions of this role:

• Excellent communication skills, including strong verbal, written, and presentation abilities; demonstrated active listening skills.
• Strong coaching and facilitation skills, with a high level of emotional intelligence and the ability to deliver constructive, actionable feedback.
• Demonstrated critical thinking and problem solving abilities, with strong attention to detail and sound professional judgment.
• Proven experience coordinating and delivering training programs, including onboarding, technical training, and professional development.
• Strong interpersonal and relationship building skills, with the ability to build and maintain effective professional and customer relationships.
• Ability to work effectively in a fast paced, high pressure, deadline driven environment while maintaining quality and accuracy.
• Proven project management skills, including the ability to manage multiple priorities and navigate change and conflict.
• Demonstrated ability to develop, implement, and improve processes, including monitoring performance using key process indicators and metrics.
• Ability to work independently with minimal supervision, demonstrating initiative, accountability, and a sense of urgency.
• Approachable, collaborative, and receptive to feedback, with a commitment to continuous learning and improvement.
• High professional standards for customer service, quality and quantity of work, and achievement of business objectives.
• Well-developed computer skills, including proficiency with Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).

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 5 and ranges from $65,100-$109,300., This position is a salary grade 6 and ranges from $74,300-$124,500., This position is a salary grade 7 and ranges from $86,600-$144,900.

Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

For more information on salary and benefits, click here: https://fordcareers.co/GSR

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.

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-MK1