Uptime Technical Specialist

Come help shape the future strategic direction of Ford’s Customer Service Division (FCSD). FCSD is on a transformational journey to rapidly grow our global parts, service, and accessories business and deliver an excellent ownership experience for our customers through the full vehicle lifecycle. 

The Uptime Technical Specialists are integral members of the Uptime Assist team, dedicated to reducing technical assistance drivers of high duration repair orders.

In this position... 

Technical quarterbacks use data to identify and quantify issues, use data-driven storytelling to engage people across the company to expedite and implement actions that improve dealership technician’s ability to diagnose and repair vehicles.

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 integrity and utilization of available data

You'll have...

• Bachelor’s degree in Automotive Technology/Management or Engineering discipline or equivalent combination of relevant education and experience

• 3+ years' experience leading cross-functional problem solving in automotive domain

• Experience using data to identify problems and data-driven problem solving

• Experience using Microsoft Office applications (Excel, PowerPoint)

• Self-management skills

• Strong written and verbal communication, and presentation skills are a must

• Ability to communicate across organizations and up to senior leadership

• Capacity to effectively manage and prioritize multiple tasks simultaneously

Even better, you may have...

• Automotive technical service background desired

• Dealership employment or FCSD field experience desired

• Experience using Ford service systems such as GTAC, GCQIS, GSAR and PTS is helpful

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. 

For more information on salary an