Analyst, Field Service Support - Ford Charge Network - Ford Motor Company
Hartford, CT
About the Job
We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?
Ford’s Model E team is charged with delivering the company’s vision of a fully electric transportation future. Model e is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.
In this position...
The Field Service Analyst will be responsible for coordinating the field service of chargers in the Ford Charge Network. They will be responsible for all types of EVSE equipment including AC Level 2 and DC fast chargers. The candidate will work with external service providers and internal business partners to ensure charger concerns are resolved in a timely manner. You will need to take a proactive approach in supporting the creation of holistic solutions to support our customers. Must be an organized multitasker able to handle many diverse tasks at once via working with multiple suppliers and meet tight deadlines.
What you'll do...
+ Liaise between our customer service team, operations, and Field Service Providers (FSP) to ensure exceptional customer service and maximize charger uptime.
+ Monitor FSP SLAs and KPIs and report metrics to leadership
+ Monitor our FSP purchase orders, invoices, performance, schedules, budgets, and expenditures.
+ Manage the fulfillment of material acquisition
+ Coordinate the flow of data between suppliers, operations, and CRM and their respective applications and tooling. This data will flow into and from Ford.
+ Organize stakeholder meetings and ensure deadlines are met.
You'll have...
+ Bachelor's Degree required
+ 5+ years of professional work experience
+ 2+ years of project management experience.
+ 2+ years of data analysis and insights
+ Prior work in EV charger service or deployment or similar experience in the electrical contacting, telecom, solar, energy fields.
+ Excellent data analysis skills using Microsoft Excel, Power Bi, or equivalent data analysis software.
Even better, you may have...
+ Working understanding of EV charger service or deployment and/or construction management services
+ Strong working knowledge of Salesforce or other CRM software
+ Strong working knowledge of project management software
+ Effective communication skills both written and verbal
+ Business process development and improvement experience
+ Ability to work autonomously
+ Extremely organized with high attention to detail
+ Ability to manage multiple deadlines and shifting priorities
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
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 childcare 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.
For more information on salary and benefits, click here:
https://fordcareers.co/GSRnon-HTHD
This position is a range of salary grades 5-8.
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 committed to a culturally diverse workforce. 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.
#LI-Remote
#LI-KR3
Requisition ID : 37333
Ford’s Model E team is charged with delivering the company’s vision of a fully electric transportation future. Model e is customer-obsessed, entrepreneurial, and data-driven and is dedicated to delivering industry-leading customer experience for electric vehicle buyers and owners. You’ll join an agile team of doers pioneering our EV future by working collaboratively, staying focused on only what matters, and delivering excellence day in and day out. Join us to make positive change by helping build a better world where every person is free to move and pursue their dreams.
In this position...
The Field Service Analyst will be responsible for coordinating the field service of chargers in the Ford Charge Network. They will be responsible for all types of EVSE equipment including AC Level 2 and DC fast chargers. The candidate will work with external service providers and internal business partners to ensure charger concerns are resolved in a timely manner. You will need to take a proactive approach in supporting the creation of holistic solutions to support our customers. Must be an organized multitasker able to handle many diverse tasks at once via working with multiple suppliers and meet tight deadlines.
What you'll do...
+ Liaise between our customer service team, operations, and Field Service Providers (FSP) to ensure exceptional customer service and maximize charger uptime.
+ Monitor FSP SLAs and KPIs and report metrics to leadership
+ Monitor our FSP purchase orders, invoices, performance, schedules, budgets, and expenditures.
+ Manage the fulfillment of material acquisition
+ Coordinate the flow of data between suppliers, operations, and CRM and their respective applications and tooling. This data will flow into and from Ford.
+ Organize stakeholder meetings and ensure deadlines are met.
You'll have...
+ Bachelor's Degree required
+ 5+ years of professional work experience
+ 2+ years of project management experience.
+ 2+ years of data analysis and insights
+ Prior work in EV charger service or deployment or similar experience in the electrical contacting, telecom, solar, energy fields.
+ Excellent data analysis skills using Microsoft Excel, Power Bi, or equivalent data analysis software.
Even better, you may have...
+ Working understanding of EV charger service or deployment and/or construction management services
+ Strong working knowledge of Salesforce or other CRM software
+ Strong working knowledge of project management software
+ Effective communication skills both written and verbal
+ Business process development and improvement experience
+ Ability to work autonomously
+ Extremely organized with high attention to detail
+ Ability to manage multiple deadlines and shifting priorities
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
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 childcare 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.
For more information on salary and benefits, click here:
https://fordcareers.co/GSRnon-HTHD
This position is a range of salary grades 5-8.
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 committed to a culturally diverse workforce. 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.
#LI-Remote
#LI-KR3
Requisition ID : 37333
Source : Ford Motor Company
