Service Quality Insights & Strategy Specialist
About The Position
Ford is seeking a specialist to turn service quality data into action that improves Fix It Right the First Time performance for Ford and Lincoln dealers in the U.S. and global markets. Fix It Right the First Time measures whether a customer's vehicle was repaired correctly on the first service visit. The role identifies factors that prevent successful first-visit repairs and works across the business to remove those barriers. This is more than a data analyst role. The specialist partners with Technical Field Operations, Concern Identification & Resolution (CIDR), Field Service Action (FSA) teams, and Parts Supply & Logistics to develop and implement countermeasures that measurably improve outcomes for customers, dealers, and the Ford and Lincoln brands. Responsibilities span data analysis, performance improvement, reporting and dashboards, root-cause investigations, and cross-functional recommendations.
Requirements
- Bachelor of Science degree in Automotive Technology, Engineering, or a related field.
- Intermediate-to-advanced proficiency in Microsoft Excel, including the ability to analyze data and develop accurate reports.
- Ability to interpret complex data and translate findings into clear, actionable insights and recommendations.
- Strong verbal communication, technical writing, and presentation skills, with the ability to convey complex information to diverse audiences.
- Ability to manage multiple projects concurrently, prioritize competing deadlines, and coordinate effectively with multiple stakeholders.
Nice To Haves
- Automotive service or technical experience, preferably involving knowledge of vehicle systems, service operations, or technical problem-solving.
- Ford Customer Service Division (FCSD) field experience, including direct support of dealerships, field teams, or customers.
- Hands-on experience developing, implementing, or using AI tools and automation solutions to improve workflows or business outcomes.
- Six Sigma certification and ability to apply its principles to process improvement.
- Experience applying process- and quality-improvement methods to identify inefficiencies, improve performance, and sustain results.
- Experience with data visualization tools such as Power BI or Tableau, and/or programming or querying languages such as SQL or Python.
Responsibilities
- Drive improvement in Fix It Right the First Time performance across U.S. and global markets.
- Lead cross-functional projects addressing the main drivers of negative Fix It Right the First Time survey responses.
- Research root causes that reduce repair quality and work with appropriate teams to develop, deploy, and track countermeasures.
- Pull and analyze data from multiple quality sources, including warranty data, customer survey feedback, dealer reports, and connected vehicle data.
- Identify early warning trends, anomalies, and emerging service quality issues.
- Find high-impact dealers and opportunities, and prioritize actions based on their potential effect on regional and global performance.
- Own global Fix It Right the First Time reporting, including regional performance, trends, and progress toward objectives.
- Build, maintain, and improve service quality dashboards and reporting tools.
- Prepare ad-hoc analyses, visualizations, and executive-ready materials for leadership reviews.
- Provide data-driven insights to support root-cause investigations.
- Help shape strategic recommendations based on field data findings.
- Serve as a trusted advisor to partner teams by translating complex data into clear, actionable stories.
Benefits
- Immediate medical, dental, vision, and prescription drug coverage.
- Flexible family care days, paid parental leave, new parent ramp-up programs, and subsidized back-up child care.
- Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
- 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.
- Paid holidays, including the week between Christmas and New Year’s Day.
- Paid time off and the option to purchase additional vacation time.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
