Service Quality Insights & Strategy Specialist

Ford Motor • Allen Park, MI

1d • Hybrid

About The Position

In this position, you will turn service quality data into action that helps Ford and Lincoln dealers fix vehicles right the first time. This role is for someone who isn't satisfied until their insights turn into results. Ford is looking for someone who can turn data into action and improve one of our most important customer measures: Fix It Right the First Time. Fix It Right the First Time comes straight from Ford and Lincoln customers after they have their vehicle serviced. It measures whether their vehicle was repaired correctly on the first visit. In this role, you'll find what's keeping dealers from fixing vehicles right the first time. Then you'll work across the business to remove those barriers in the U.S. and around the world.

Requirements

• Bachelor of Science degree in Automotive Technology, Engineering, or a related field
• Demonstrated intermediate-to-advanced proficiency in Microsoft Excel, including the ability to analyze data and develop accurate reports.
• Proven 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.
• Demonstrated ability to manage multiple projects concurrently, prioritize competing deadlines, and coordinate effectively with multiple stakeholders.

Nice To Haves

• Automotive service or technical experience, preferably in a role requiring 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, with the 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 the U.S. and global markets
• Lead cross-functional projects that address the main drivers of Fix It Right The First Time “No” survey responses
• Research the root causes that hurt repair quality, and work with the right teams to develop, deploy, and track countermeasures
• Pull and analyze data from multiple quality sources, including warranty, customer survey feedback, dealer reports, and connected vehicle data
• Spot early warning trends, anomalies, and emerging service quality issues before they grow
• Find high-impact dealers and opportunities, and prioritize actions by how much they'll affect 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 that support root cause investigations
• Help shape strategic recommendations based on field data findings
• Act as a trusted advisor to partner teams, turning 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, 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: Mid Level