Uptime - Manager, Technical Assistance PDCA

Uptime - Manager, Technical Assistance PDCA 

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 Uptime Assist Technical Assistance PDCA Manager leads an integral part of the Uptime Assist team, dedicated to reducing drivers of high duration repair orders resulting from high duration technical assistance.In this position, you will lead the technical quarterbacks in identifying and quantifying issues and collaborating cross-functionally with data-driven story telling to implement actions that reduce technical assistance duration.

This role will require cross-functional collaboration to escalate, deep dive, and resolve customer facing issues. The person in this role will lead regularly scheduled meetings, workshops, and report outs across several organizations. 

What you'll do...

• Improve the rate of repairs that require technical assistance completing within 29 days for warranty repair orders (ROs)
• Improve time to resolve technical assistance requests, together with cross-functional teams, including quality issues impacting multiple vehicles, technical assistance processes, and systemic issues
• Analyze data to identify and quantify issues, and measure impact of implemented actions
• Lead cross-functional work to resolve issues, including root cause analysis, action planning and implementation
• Maintain documentation for data analytics, concern identification and quantification, meeting minutes, action planning and other workflows related to identification and resolution of issues 
• Participate in various forums leading discussions as a subject matter expert within assigned equity on drivers of aging ROs with technical assistance
• Collaborate with data scientists on data analysis methods and automation, including use of AI resources and improving the integrity and utilization of available data

You'll have...

• Bachelor's degree
• 3+ years of experience presenting and communicating across organizations and up to senior leadership
• 3+ years of experience using Microsoft Office applications (Excel, PowerPoint)
• 3+ years of experience analyzing data and breaking that data down into digestible content for senior leadership 
• 1+ years of experience leading a team 

Even better, you may have...

• Time-management skills
• Strong written and verbal communication
• Capacity to effectively manage and prioritize multiple tasks simultaneously
• Experience using Ford Service systems such as GTAC, GCQIS, GSAR and PTS
• Automotive dealership diagnosis and repair 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 leadership level 6 and ranges from $115,500-$218,100.

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/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.

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