Team Leader, Technical Assistance Center

Team Leader, Technical Assistance Center 

 

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? 

As part of the Ford Customer Service Division (FCSD) strategy to reimagine the dealer support model, Service Engineering & Operations is standing up a dedicated Technical Assistance Center (TAC) team to receive and resolve Technical Support Requests (TSR) from dealer technicians.  The team’s focus is to deliver a timely response while providing technical support, guidance, and repair plan information. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

What you'll do...

The TAC Team Leader reports to the Commodity Supervisor and will operate as a people leader of  10-15 Case analysts.  They are considered an SME in the given commodity (Gas, Diesel, Body Electrical, Emerging Tech, etc.); they will be the go-to person for assistance and have established relationships with other organizations where request may be escalated (Diagnostics service, concern ID, PD engineering). They will also be expected to interface with dealer service management and/or dealer principals to assist with resolution of technical vehicle concerns and to provide constructive feedback. 

Team Leaders will coach and council quality improvement and process adherence of the technical support case analysts in order to help meet target objectives. They will provide on-the-spot guidance, audit calls and provide calibration across their team to achieve consistent performance. They will have responsibility for finding training opportunities, developing individual training plans, and ensuring that their teams overall training is on track to meet objectives. At end of each quarter, TALs will conduct performance reviews with their team, assessing them on meeting objectives and counseling them against One Ford behaviors.

• Provide assistance to the Commodity Supervisor in the following areas:
• Serve as Subject Matter Expert for assigned commodity
• Coordinate with Dealer Management/Service Personnel ensuring progression on case management driving timely resolution.
• Reinforce Case Management proper handling/concern resolution.
• Reinforce adherence to outlined dealer processes for technical support
• Create commodity reports/updates Team ensuring sharing of information
• Conduct periodic reviews of performance to objectives (KPIs), culminating in a quarterly performance review that feeds into the mid-year and final year ratings
• Collaborate in case escalation to Engineering or Field Support.
• Lead/Support cross functional commodity discussions ensuring consistent handling of cases
• Identify and advocate emerging trends within the commodity and support CIDR/warranty Cost Per Repair (CPR) team involvement/understanding of concerns.
• Communicate and cascade technical information to commodity Team
• Manage daily staffing (vacations/sickness) for Case Managers Coordinates and plans ongoing technical training.
• Onboard new team members after completion of STST (technical) & Soft Skills Training.
• Continuously monitor overall technical support process to identify/develop/implement improvements (process, technology, staffing) 
• Facilitate regional/dealership coaching discussions to baseline and improve quality of technical support requests (TSR)
• Personnel Development - responsible for employee recognition, career development opportunities, and facilitate key aspects of the Performance Improvement Process (PIP)
• Support recruiting, interviewing, and technical assessment of candidates.
• Support technician recognition events to ensuring positive collaboration between Ford and Dealership technicians

You'll have... 

• Associate’s degree 
• ASE Certification OR 2+ years’ experience in hands-on technical repairs
• 1+ year of experience in vehicle diagnostics and repair
• 1+ year of experience mentoring or coaching fellow employees

Even better, you may have...

• Bachelor’s degree or higher (technical degrees preferred, including Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service
• Usage of data and customer insights to influence strategic decisions
• Possess strong interpersonal skills, with ability to demonstrate professionalism in all actions.
• Well-rounded TAC background including involvement with multiple teams, roles and/or projects
• Proven ability and desi