EV Solutions Technical Manager

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?

Product Development uses design thinking & user experience methods to deliver breakthrough products and services that delight our customers. We bring innovative, exciting, and sustainable ideas to life. We have opportunities around the world for you to contribute to advancements in autonomy, electrification, smart mobility technologies, and more!

This job is listed as HYBRID, and onsite work of up to three days per week required from Dearborn, MI location.

**Visa sponsorship is not available for this position.

This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data.  This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand.  Responsibilities span all retail / fleet EV models regardless of production years with the potential to expand into our ICE vehicle lines.  It requires developing a compelling reason to correct or implement features and to work cross functionally deliver value for both the customer and the company, as well as, train and guide a team to do the same.

This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data.  This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand.  Responsibilities span all retail / fleet EV models regardless of production years with the potential to expand into our ICE vehicle lines.  It requires developing a compelling reason to correct or implement features and to work cross functionally deliver value for both the customer and the company, as well as, train and guide a team to do the same.

NECESSARY COMPETENCIES & SKILLS

• BSEE and MSEE desired.  6 Sigma Black Belt desired
• 5+ years supervisory/leadership experience
• Passion for understanding and solving real customer issues.  Ability to identify white alert issues in Social media and escalate and provide support to the resolution issue.
• Ability to lead cross-functional teams, escalating where necessary for support and reporting to management on the progress of each initiative.  Leadership in developing and publishing SSM, TSB, FSA and CSA along with WSM updates to improve customer support and reduce warranty.
• Cross Functional knowledge of the entire vehicle primarily the electronics systems
• Strong knowledge of connected data systems, social media forums, FNV2 data collection tools, Canalyzer and other diagnostic tools, ability to request, download and analyze contextual data.
• Deep understanding of our Field Service division, proven ability to provide direction to field service engineers and dealerships.  Provide technical analysis, support and resolution of customer issues at dealerships.
• Self-starter; ability to work independently with minimal supervision in a fast-paced environment
• Strong interpersonal skills and both clear and concise oral and written communications 

SUPERVISORY RESPONSIBILITIES

• People Leader Responsibilities including: 
  • Develop personnel to enable complete competency in the Solutions organization
  • Assist with staffing, succession planning and work transitions
  • Conduct workplace conversations, mid-year check-ins and final PRs on time and lead compensation planning
  • CDAT4 support in LL6 near/long-term development goals and succession planning
  • Foster teamwork, camaraderie and recognize employees for their performance and leadership.

PREFERRED COMPETENCIES & SKILLS

• Strong systems analysis support and cross functional collaboration
• Strong prioritization of customers internal and external to Ford 
• Working knowledge of connected data systems, contextual data, dealership tools and detailed knowledge of FNV2 architecture
• Working knowledge of OTA, NETCOM, Cloud Services, Ford Pass, Canalyzer, GCCT and PTS.
• Strong Mental Agility with a commitment to listen others while maintaining the course of investigation and resolution
• Organizational acumen; understanding what, when and how to escalate issues inclusive of potential media/external communications
• Exhibited Leadership and mental agility
• Proficiency in connected data systems, dealership tools and detailed knowledge of FNV2 architec