Module Data Quality Supervisor

Lincoln Motor Company; Allen Park (MI); Hybrid; USD 116,000 - 218,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Tuition assistance

Employee discounts

Job summary

Ford Motor Company in Michigan is seeking a Software Escalation Supervisor to lead the L2 dealer software support teams and coordinate with Product Development to resolve software issues affecting service technicians and customers.

The role requires a Bachelor's degree and 4+ years of experience, with strong PM and communication skills. It offers a hybrid work model with onsite presence four or more days per week and competitive benefits.

Qualifications

• Bachelor's degree required.
• 4+ years of experience in relevant roles.
• Strong project management skills and ability to manage multiple priorities.
• Excellent communication and stakeholder engagement abilities.

Responsibilities

• Leads and prioritizes the Software Escalation (L2) team to provide responsive escalation support.
• Collaborates with cross-functional teams to identify root causes and implement corrective actions.
• Develops training plans and performance objectives for sub-teams.
• Works with Product Development engineers to ensure issues are understood and actioned.

Skills

Project management

Analytical skills

Stakeholder management

Communication

Education

Bachelor's degree

Job description

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.

If good is just never good enough for you, Ford Quality shares your passion for striving for perfection. We’re responsible for driving the continuous improvement efforts that enable Ford to deliver the highest quality products and services. Help us drive operational excellence through such innovative, proprietary initiatives as our Global Product Development System, Quality Operating System and New Model Launch. Work cross-functionally and closely with integrated teams in Manufacturing, Product Development, Purchasing, Marketing, Sales and Service.

In this position...

The Software Escalation team provides solutions which directly enable technicians and help to repair customer vehicles. The Software Escalation Supervisor leads a team that is primarily responsible for working with various technical teams to help identify software-related issues, then collaborate to create and implement solutions to enable the dealership service tool and resolution of field concerns. This position has global responsibility to enable resolutions for customers.

What You’ll Do...

• Develops training plans, performance objectives, and career planning for members of three sub-teams
  • L2 Dealer Software Support Hotline (DSSH)
  • L2 FSA Verification (SVT)
  • L2 North American Triage
• Leads and prioritizes work of the Software Escalation (L2) team to
• Provide responsive escalation support to the Hotline teams (including global hotline teams for FSA verification concerns) and Field Service Engineers (FSEs) in addressing software failures and data issues affecting customer vehicles.
• Provide the prompt resolution of diagnostic software challenges hindering technicians from resolving customer vehicle issues, including identification of stakeholders or root causes.
• Collaborate with a cross-functional team to devise interim containment actions measures and establish preventative corrective actions.
• Act decisively on early warning reports to rectify data and systemic issues swiftly.
• Collaborate with all stakeholders to develop reporting metrics using the information collected from Jira and other supporting sources and establish feedback mechanisms and processes.
• Leverage developer tools to troubleshoot service issues and enhance back-end data quality.
• Work closely with Product Development engineers and teams to ensure issues impacting service technicians are understood, properly prioritized, and actioned.

You’ll have...

Minimum

• Bachelor's degree
• 4+ years of experience
• Role model for Ford OS leadership behaviors
• Subject matter expert on dealership operations; field/dealer contact experience
• Strong project management skills, with the ability to manage multiple priorities and meet deadlines.
• Strong analytical skills, with the ability to synthesize complex data and develop actionable insights
• Excellent strategic thinking and problem-solving abilities, with a focus on delivering results
• Communication and presentation skills with ability to influence and engage stakeholders at all levels of the organization.

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• 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.

This position is leadership level 6 and ranges from $115,500-$218,100.

Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States.

Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

This position is hybrid with a requirement to be onsite four or more days per week.