Software Escalation Team Lead

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

• Lead two sub-teams, including training, performance management, and SME guidance
• Provide SME guidance for the L2 FSA Verification (SVT) sub-team
• Gain proficiency in the multi-module over-the-air (MMOTA) process
• Provide responsive escalation support to Technical Assistance Centers and Field Service Engineers for software failures and data issues affecting customer vehicles
• Supervise prompt resolution of diagnostic software challenges hindering technicians
• Identify stakeholders and root causes
• Collaborate with cross-functional teams on interim containment and preventative corrective actions
• Act on early warning reports to rectify data and systemic issues
• Develop reporting metrics using Jira and other supporting sources
• Establish feedback mechanisms and processes
• Use developer tools to troubleshoot service issues and improve back-end data quality
• Work with Product Development engineers and teams to prioritize and action issues affecting service technicians

Requirements

• Bachelor's Degree or equivalent
• Strong verbal and written communication skills
• Desire to learn about vehicle and module interaction
• Strong computer skills
• Self-motivated problem solver with the ability to thrive in a dynamic environment and desire for continuous improvement
• Familiarity with the Ford Multi Module Over the Air (MMOTA) ecosystem
• Experience and knowledge with JIRA cloud or similar software management tools
• Ability to communicate with various global software/data tool owners to drive changes relating to data, HMI and UX
• Must be legally authorized to work in the United States
• Visa sponsorship is not available

Core Competencies

Demonstrates expertise in leading teams and providing SME guidance while effectively resolving software and data issues impacting customer vehicles. Proficient in utilizing JIRA and developer tools to enhance data quality and support cross-functional collaboration.

Highest-signal resume keywords

• Team Leadership
• JIRA Software Management
• Multi Module Over the Air (MMOTA) Proficiency
• Problem Solving
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Diagnostic Software Resolution
• Reporting Metrics Development
• Technical Assistance Support
• Stakeholder Identification

Soft Skills

• Self-Motivated
• Dynamic Environment Adaptability
• Continuous Improvement Mindset

Certifications & Qualifications

• Bachelor's Degree or Equivalent

Industry Keywords

• Ford Multi Module Over the Air (MMOTA) Ecosystem
• Software Failures
• Field Service Engineers
• HMI
• UX

Tools & Technologies

• JIRA
• Developer Tools