Technical Support Engineer - Ford Pro - Ford Motor Company
Annapolis, MD
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 Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.
In this position...
Drive the success of Ford Pro's innovative technology solutions! As a Technical Support Engineer, you will be a critical link between Ford Pro's products, customers, and internal teams. You will leverage data analysis, problem-solving skills, and strong communication to identify and resolve complex technical issues, improve processes, and influence product design. This role requires a strong engineering background, experience in vehicle connectivity and launches, and a passion for delivering exceptional customer experiences.
_Please note, start date expected to be January 2025!_
What you'll do...
+ Drive identification of requirements across Ford Pro Pillars and identify substandard processes through evaluation of real-time data.
+ Create and implement precise management plans for every project, with attention to transparency communication at all levels.
+ Documenting, maintaining, and supporting system requests via governed intake process requests through conducting business discovery and framing.
+ Gain in-depth knowledge of the Ford Pro ecosystem, bringing together data & systems within the new tech stack (Pro360, Salesforce, Marketplace) across all pillars to support a one-stop-shop go-to-market approach.
+ Partner with other stakeholders across Ford Pro to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial and executive teams.
+ Responsible to develop and share weekly and monthly leadership reporting.
+ Articulate, author, and update internal and external documentation, and formally initiate and deliver requirements and documentation.
+ Lead skilled resources with unique/different technical background spanning from Onboard/Offboard technical knowledge and skillset to evaluate and establish Fleet focused Quality KPIs.
+ Work with Level 2 teams across various orgs to support hardware and software issues.
+ Log bugs in Jira and follow-up/escalate as required.
+ Own the escalation process that addresses product, data quality, hardware, and software issues requiring coordination of support activity across multiple teams.
+ Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
+ For escalated concerns, ensure next steps / actions taken are communicated with the team(s) working to resolve an issue and the customer facing business group adhering to the business SLA’s.
+ Provides information by collecting, analyzing, and summarizing development and service issues.
+ Ability to influence product design through lessons learnt from quality feedback channels.
+ Data driven, but also needs the ability to drive to conclusions with imperfect/incomplete data.
+ Follow the 5D/8D Process, with main focuses on ICA/PCA/PRA.
+ Think outside the box for customer resolution (Work with array of teams to find different solutions for hardware problems to help mitigate customer impact).
+ Strong communication and presentation skills.
You'll have...
+ Engineering degree
+ 5+ years of experience delivering products or managing quality in a technical function.
+ 2+ years of experience on Vehicle Connectivity and Vehicle launches.
+ 2+ years of experience with MS Office specifically Excel and PowerPoint, SharePoint, MS Forms.
+ 2+ years of experience working with both Large/Small Fleet Related metrics and external partners.
Even better, you may have...
+ 2+ years of experience driving quality concerns is desired.
+ Proven analytical abilities and advanced understanding of business functions, workflows, and processes.
+ Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA
+ Solid understanding of vehicle electrical architectures and components
+ Ability to respond and prioritize several demands from different teams and point of view
+ Ability to drive Quality/Performance attitude into different levels inside the Company
+ High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers.
+ Practical experience generating process documentation and reporting.
+ Salesforce experience
+ JIRA experience
+ Miro Boards experience
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 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.
For a detailed look at our benefits, click here: https://fordcareers.co/GSRnon-HTHD
This position is a salary grade 7.
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
Requisition ID : 36971
Ford Pro is a new global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, we offer a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.
In this position...
Drive the success of Ford Pro's innovative technology solutions! As a Technical Support Engineer, you will be a critical link between Ford Pro's products, customers, and internal teams. You will leverage data analysis, problem-solving skills, and strong communication to identify and resolve complex technical issues, improve processes, and influence product design. This role requires a strong engineering background, experience in vehicle connectivity and launches, and a passion for delivering exceptional customer experiences.
_Please note, start date expected to be January 2025!_
What you'll do...
+ Drive identification of requirements across Ford Pro Pillars and identify substandard processes through evaluation of real-time data.
+ Create and implement precise management plans for every project, with attention to transparency communication at all levels.
+ Documenting, maintaining, and supporting system requests via governed intake process requests through conducting business discovery and framing.
+ Gain in-depth knowledge of the Ford Pro ecosystem, bringing together data & systems within the new tech stack (Pro360, Salesforce, Marketplace) across all pillars to support a one-stop-shop go-to-market approach.
+ Partner with other stakeholders across Ford Pro to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with production, managerial and executive teams.
+ Responsible to develop and share weekly and monthly leadership reporting.
+ Articulate, author, and update internal and external documentation, and formally initiate and deliver requirements and documentation.
+ Lead skilled resources with unique/different technical background spanning from Onboard/Offboard technical knowledge and skillset to evaluate and establish Fleet focused Quality KPIs.
+ Work with Level 2 teams across various orgs to support hardware and software issues.
+ Log bugs in Jira and follow-up/escalate as required.
+ Own the escalation process that addresses product, data quality, hardware, and software issues requiring coordination of support activity across multiple teams.
+ Documents and demonstrates solutions by developing documentation, flowcharts, layouts, diagrams, charts etc.
+ For escalated concerns, ensure next steps / actions taken are communicated with the team(s) working to resolve an issue and the customer facing business group adhering to the business SLA’s.
+ Provides information by collecting, analyzing, and summarizing development and service issues.
+ Ability to influence product design through lessons learnt from quality feedback channels.
+ Data driven, but also needs the ability to drive to conclusions with imperfect/incomplete data.
+ Follow the 5D/8D Process, with main focuses on ICA/PCA/PRA.
+ Think outside the box for customer resolution (Work with array of teams to find different solutions for hardware problems to help mitigate customer impact).
+ Strong communication and presentation skills.
You'll have...
+ Engineering degree
+ 5+ years of experience delivering products or managing quality in a technical function.
+ 2+ years of experience on Vehicle Connectivity and Vehicle launches.
+ 2+ years of experience with MS Office specifically Excel and PowerPoint, SharePoint, MS Forms.
+ 2+ years of experience working with both Large/Small Fleet Related metrics and external partners.
Even better, you may have...
+ 2+ years of experience driving quality concerns is desired.
+ Proven analytical abilities and advanced understanding of business functions, workflows, and processes.
+ Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA
+ Solid understanding of vehicle electrical architectures and components
+ Ability to respond and prioritize several demands from different teams and point of view
+ Ability to drive Quality/Performance attitude into different levels inside the Company
+ High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers.
+ Practical experience generating process documentation and reporting.
+ Salesforce experience
+ JIRA experience
+ Miro Boards experience
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 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.
For a detailed look at our benefits, click here: https://fordcareers.co/GSRnon-HTHD
This position is a salary grade 7.
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
Requisition ID : 36971
Source : Ford Motor Company
