Customer Warranty & Field Service Lead - Ford Charge Network

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? 

Ford’s Model E team is charged with delivering the company’s vision of a fully electric transportation future. Model e is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.

In this position... 

The Customer Warranty & Field Service Lead will be responsible for leading the identification and resolution of charger related concerns for Ford Charge Network Dealers. They will be responsible for all types of EVSE equipment including AC Level 2 and DC fast chargers. The candidate will partner with a broad cross-section of Ford Pro including support teams, product hardware and software engineering, Supplier Technical Assistance (STA), and vehicle engineering. The role requires critical thinking skills, a strong attention to detail, and a bias for action.

What you'll do...

• Have a customer first mindset and provide exceptional support to ensure KPIs and SLAs are met. 
• Utilize product knowledge, charger data, vehicle data, and critical thinking skills to lead the identification of unknown issues to quickly resolve customer concerns.
• Lead Ford Charge Network field service, maintenance, and warranty activities. 
• Collaborate with contact center support, engineering, and your peers to drive quicker concern resolution. 
• Work with software, hardware, and other teams to create robust diagnostic procedures and practices that can be quickly automated and scaled. 
• Monitor the marketplace for ideas and concepts that we could learn from and adapt to make our processes more robust, efficient, and ultimately to deliver a better experience for our customers. 
• Mentor and support direct reports 

You'll have... 

• Bachelor's degree required
• 3+ years experience effectively leading teams in a fast paced environment 
• 3+ years experience in EVSE or Electric Vehicle diagnosis with a strong technical background 
• Strong knowledge of EVSE installations, electrical and automotive diagnostic tools, and procedures 
• Excellent data analysis skills using Microsoft Excel, Power Bi, or equivalent data analysis software. 
• Excellent written, verbal and presentation skills, with the ability to read, interpret and understand technical requirements 
• Ability to perform limited travel (<10%) in the US and Canada 

Even better, you may have...

• Bachelor's degree in Electrical Engineering, Automotive Technology preferred  
• A passion for solving the seemingly unsolvable, being constantly curious, and delivering excellence 
• Comfortable working in a fast-paced environment on products that are part of a rapidly evolving, nascent market 
• Strong relationship builder and ability to effectively lead cross-functional teams 
• Ability to think strategically and act tactically 
• Experience with customer support and service operations, case management tools, and processes 
• Experience developing, monitoring and responding to key performance indicators (KPIs) and service level agreements (SLAs) 
• Data-driven approach to decision making and understanding of problem-solving methods 
• Experience with Salesforce, SharePoint, Jira, Power BI, or equivalent software products 
• Working knowledge of various standards and protocols such as J1772, CCS, NACS/J3400, and OCPP.

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