Technical Hotline Commodity Supervisor

Ford • Allen Park, MI

3d • Hybrid

About The Position

Technical Hotline Commodity Supervisor
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 Technical Hotline Commodity Supervisor reports to the Technical Hotline Manager. This position is responsible for leading all aspects of their commodity team, delivering target (Service Level Agreements) SLAs in assisting technicians seeking assistance to quickly achieve technical concern resolutions, engaging and escalating to engineering as necessary, and ongoing individual employee development/training.

Requirements

• Bachelor's degree
• 3+ years of experience in cross collaboration with multidiscipline teams
• 2+ years of experience as a people leader
• 2+ years of experience in leveraging data driven decision making
• 2+ years of experience communicating objectives and goals in person as well as in a remote setting

Nice To Haves

• Bachelor’s degree, preferably in Business Administration, Automotive Technology or equivalent field
• Well-developed problem-solving skills
• Creative thinking skills
• Detail oriented mindset
• Development mindset for team growth
• Experience as a technician or working in a shop environment

Responsibilities

• Lead team to excellent executions of: Initial Response Time SLA
• Case Management Open-to-Close SLA
• Defining team’s individual training plans
• Technician Satisfaction (for given commodity)
• Continuous improvement focus on: SLAs
• Processes
• Quality
• Team culture/cohesion
• Technical and Professional development
• Provide support to achieve Technical Hotline objectives and Metrics
• Coordinate teamwork schedules to ensure dealer operating time coverage (all US time zones) and resource management
• Engage next level support teams (L2 Diagnostics, and L3 PD Engineering) when forward progress is needed on hard to resolve concerns.
• Collaborate with TFO Leadership, ensuring a partnership approach in achieving Technician Support Operations team goals.
• Facilitate culture of customer care and focus through role modeling of Ford Behaviors
• Create an environment that highly encourages teamwork, diversity of thought, and promotes open, direct communication with and from employees.
• Lead the personnel process that includes timely performance reviews, coaching/ counseling, career development and performance tracking.
• Ensure that each employee understands their role in achieving their quality / performance objectives. Support the team members throughout their performance review and action plan processes.

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