Manager, Charging - EV Charging Deployment and Field Services

Ford Motor • Allen Park, MI

1d • $115,500 - $218,100 • Hybrid

About The Position

The Charging Warranty & Service Operations team supports Ford Pro, Ford Dealers, and retail customers who have purchased and installed Ford charging hardware at their sites. This team plays a critical role in ensuring customers receive reliable, timely, and high-quality support for their charging hardware and infrastructure. The Manager, EV Charging Deployment and Field Services, will lead deployment, service, maintenance, and warranty operations for Ford charging hardware installed at customer sites. This role is responsible for ensuring Ford Charging customers successfully deploy EV charging installations by managing the installation of new EV charging infrastructure projects, as well as coordinating the deployment of field service technicians to customer sites to perform service, maintenance, and warranty work for both Level 2 AC chargers and Level 3 DC fast chargers. This role sits within the Charging and Energy Services Customer Experience organization under the Senior Manager, Charging Warranty and Service Operations. Ford has made a significant, long-term investment in our electrified vehicle business and so have many of our customers. By delivering operational excellence through deployment, maintenance, and field service, this role will help ensure Ford customers have the reliable charging infrastructure they need to power their businesses and accelerate the adoption of electric vehicles.

Requirements

• Minimum Bachelor’s Degree.
• 5+ years of experience in operations, field service management, service delivery, warranty operations, project management, vendor management, or a similar function.
• Experience managing external vendors, service providers, contractors, or installation partners.
• Experience overseeing service tickets, SLAs, issue resolution, customer escalations, or field service operations.
• Strong project management skills with the ability to manage multiple workstreams, deadlines, vendors, and customer commitments simultaneously.
• Demonstrated ability to use data, reporting, and operational dashboards to manage performance and drive accountability.
• Strong attention to detail with experience maintaining accurate records, tracking schedules, monitoring costs, and ensuring data integrity across internal systems.
• Ability to lead recurring operating rhythms, manage action items, and drive closure on past-due activities.
• Strong written and verbal communication skills, with the ability to communicate clearly with internal teams, external vendors, and customer-facing stakeholders.
• Self-starter who can operate independently in a fast-paced, ambiguous, and highly visible environment.
• Strong customer-first mindset with a focus on service quality, speed of resolution, and continuous improvement.

Nice To Haves

• Familiarity with SAP Ariba or other payment/invoicing systems
• Experience in EV charging, energy services, automotive service operations, fleet operations, infrastructure deployment, or related emerging technology categories.
• Familiarity with Level 2 AC charging and Level 3 DC fast charging hardware, service requirements, preventative maintenance, or warranty workflows.
• Experience using Salesforce, SharePoint, Power BI, invoice tracking tools, asset management systems, or service operations platforms.
• Experience managing preventative maintenance programs across a distributed network of customer sites or assets.
• Experience managing purchase orders, vendor invoices, payment schedules, cost-per-unit metrics, or service-related financial processes.
• Experience supporting Ford Pro, commercial, fleet, dealer, or B2B customers.
• Experience coordinating installation projects that involve permitting, site readiness, contractors, utilities, or cross-functional deployment teams.
• Ability to identify process gaps, build scalable operating procedures, and implement improvements across service and deployment workflows.

Responsibilities

• Oversee the full lifecycle of service tickets to ensure Ford vendors adhere to established metrics, meet department time-to-resolve goals, and maintain high customer satisfaction.
• Monitor and contain unnecessary vendor costs associated with site visits and ticket completion.
• Maintain real-time project transparency by communicating schedule changes, cancellations, and status updates to cross-functional teams via internal ford systems.
• Lead weekly meetings with Ford vendors to manage the service ticket pipeline and proactively resolve past-due actions.
• Manage logistics for returned hardware and ensure data integrity within internal systems, including site contact and address accuracy.
• Maintain high customer satisfaction for service visits through proactive provider and vendor management.
• Conduct regular audits of vendor performance and track them against organizational KPIs and vendor SLAs.
• Manage the end-to-end Purchase Order (PO) and invoicing process for field service and preventative maintenance vendors, ensuring accurate accounting and timely processing.
• Track and monitor payment schedules and maintain a comprehensive ledger of all vendor invoices.
• Cross-functionally manage vendor involvement in performing bi-annual preventative maintenance for approximately 800 DC chargers across Model e and Ford Pro.
• Manage preventative databases, ensuring newly registered chargers are captured and site contact information remains current for scheduling.
• Perform cross-system audits between systems to ensure installation and commissioning dates are synchronized.
• Enter and manage new leads for depot charging installations in Ford internal systems.
• Manage and monitor the progress of charging infrastructure installations, coordinating with cross-functional teams and providing support where necessary.
• Monitor cost-per-charger installations and key performance indicators, including proposal turnaround time, conversion to contracts, active project time, and customer satisfaction.
• Partner with Ford vendors, field service providers, installation partners, internal operations teams, and customer support teams to ensure timely execution of service and deployment activities.
• Serve as an escalation point for service, warranty, preventative maintenance, and deployment issues that impact customer experience.
• Drive operational rigor, process consistency, and continuous improvement across deployment and field service workflows.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager