Technical Hotline Commodity Supervisor

Job Description

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 worldtogether. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

In this position...

This Commodity Supervisor is responsible for leading all aspects of their commodity team (Examples : Gas Engine, Diesel, Transmissions, Body Electrical, etc.), delivering target (Service Level Agreements) SLAs for Response Times, Handle Times, and Repair Plans in assisting technicians to quickly achieve technical concern resolutions, engaging and escalating to engineering as necessary, and ongoing individual employee development / training.

This role will require at least 3 days of reporting to Allen Park, MI to oversee a team of 15 to achieve the KPIs listed above. Preference for the commodity role can be discussed during the interview.

Responsibilities

Objectives

• Lead their team to excellent executions of :
• Achieving target objectives for KPIs (Initial Response Time SLA, Handle Times, Repair Plan Delivery, etc.)
• Defining and executing team individual training plans
• Achieving target Technician Satisfaction
• Ensure continuous improvement focus on :
• SLAs
• Processes
• Quality
• Team culture / cohesion
• Technical and Professional individual / team development
• Support achievement of overall Technical Hotline goals metrics
• Coordinate teamwork schedules to ensure dealer operating time coverage (all US time zones)
• Engage and interface with next level support teams (L2 Diagnostics, and L3 PD Engineering) when escalation progress is needed on hard to resolve concerns.
• Collaborate with TFO Leadership, ensuring a partnership approach in achieving Technician Support Operations team goals.

People

Qualifications

This leader should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other cross-functional teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations. The ideal candidate has the following :

Former experience working in a production call center environment

Lead through influence and collaborate across Ford Customer Service Division, Product Development, and other Enterprise partners

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 :

For more information on salary and benefits, click here : https : / / fordcareers.co / LL6NonHTHD

This position is a range of salary grades LL6 .

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.

Onsite work of up to three days per week may be required for candidates within commuting distance of a Ford hub location. #LI-Hybrid #LI-KH2