Uptime - Manager, Technical Assistance PDCA

Ford • Dearborn, MI

4d • $115,500 - $218,100 • Hybrid

About The Position

Uptime - Manager, Technical Assistance PDCA
We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.
In this position...
The Uptime Assist Technical Assistance PDCA Manager leads an integral part of the Uptime Assist team, dedicated to reducing drivers of high duration repair orders resulting from high duration technical assistance. In this position, you will lead the technical quarterbacks in identifying and quantifying issues and collaborating cross-functionally with data-driven story telling to implement actions that reduce technical assistance duration.
This role will require cross-functional collaboration to escalate, deep dive, and resolve customer facing issues. The person in this role will lead regularly scheduled meetings, workshops, and report outs across several organizations.

Requirements

• Bachelor's degree
• 3+ years of experience presenting and communicating across organizations and up to senior leadership
• 3+ years of experience using Microsoft Office applications (Excel, PowerPoint)
• 3+ years of experience analyzing data and breaking that data down into digestible content for senior leadership
• 1+ years of experience leading a team

Nice To Haves

• Time-management skills
• Strong written and verbal communication
• Capacity to effectively manage and prioritize multiple tasks simultaneously
• Experience using Ford Service systems such as GTAC, GCQIS, GSAR and PTS
• Automotive dealership diagnosis and repair experience.

Responsibilities

• 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 the integrity and utilization of available data

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
• Number of Employees: 5,001-10,000 employees