Software Escalation Lead - MMOTA & Cross-Functional

Jobtailor; Allen Park (MI); On-site; USD 90,000 - 120,000; Full time

Job summary

Jobtailor in the United States seeks a proactive leader to guide two sub-teams, provide SME guidance for MMOTA-related SVT work, and drive data quality improvements for service diagnostics. You will collaborate with cross-functional groups and Product Development to prioritize and resolve issues impacting field technicians.

The role emphasizes strong communication, data analysis, and hands-on tool use in a dynamic, fast-paced setting with escalation support responsibilities.

Qualifications

• Bachelor's degree or equivalent education.
• Excellent verbal and written communication abilities.
• Interest in vehicle and module interactions.
• Proficient computer skills; able to learn rapidly in a dynamic setting.
• Familiar with Ford MMOTA ecosystem and data/tools.
• Experience with JIRA or similar software management tools.
• Ability to coordinate with global software/data tool owners on data, HMI, and UX changes.
• Authorized to work in the United States; visa sponsorship not available.

Responsibilities

• Lead two sub-teams with training, performance management, and SME guidance.
• Provide SME guidance for L2 FSA Verification (SVT) sub-team.
• Gain proficiency in the MMOTA process across modules.
• Escalation support to Technical Assistance Centers and Field Service Engineers for software/data issues.
• Oversee prompt resolution of diagnostic software challenges hindering technicians.
• Identify stakeholders and root causes of issues.
• Collaborate with cross-functional teams on containment and corrective actions.
• Act on early warning reports to fix data and systemic issues.
• Develop reporting metrics using Jira and other sources.
• Establish feedback mechanisms and processes.
• Use developer tools to troubleshoot service issues and improve data quality.
• Work with Product Development to prioritize issues affecting technicians.

Skills

Team Leadership

JIRA Software Management

MMOTA Proficiency

Problem Solving

Communication Skills

Education

Bachelor's Degree or Equivalent

Tools

JIRA

Developer Tools

Job description

Jobtailor in the United States seeks a proactive leader to guide two sub-teams, provide SME guidance for MMOTA-related SVT work, and drive data quality improvements for service diagnostics. You will collaborate with cross-functional groups and Product Development to prioritize and resolve issues impacting field technicians.

The role emphasizes strong communication, data analysis, and hands-on tool use in a dynamic, fast-paced setting with escalation support responsibilities.