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About the role
- Manager overseeing Uptime Assist Field Operations to optimize vehicle repair at Ford dealerships. Leading teams and driving performance improvements in the automotive service sector.
Responsibilities
- Manage and mentor MAQBs, enabling them to effectively engage with Market Area teams to successfully implement timely vehicle repair processes in dealerships.
- Lead initiatives to elevate Uptime Assist performance, specifically targeting and achieving the 7-day RO closure /escalation Key Performance Indicator
- Drive efforts to reduce vehicle downtime at dealerships by collaborating closely with QB teams, FCSD Field Organizations and other Uptime Assist Colleagues
- Facilitate daily (T-F) MAQB Team Stand-Ups to address obstacles, align on objectives, review KPIs, and plan daily activities.
- Direct daily Command Center operations, including researching VINs requiring support, addressing inquiries on open VINs, and coordinating with dealership/field teams to resolve open ROs.
- Conduct daily Open RO Research, performing comprehensive parts and technical information reviews utilizing systems such as Global Uptime, GCQIS, GTAC, PTS, and OASIS.
- Oversee the daily Parts Process for Market Areas, which involves VIN searches in Global Uptime, detailed part information reviews, DOW searches, Ford Catalog inquiries, and GCCT submissions.
- Manage the daily UASSIST shared email to ensure timely/accurate responses to OZMs
- Utilize Microsoft Planner daily to review in-process and overdue tasks, create new tasks from Uassist2 emails, and ensure the prompt resolution of issues.
- Perform Gemba walks at dealerships as required, identifying low-performing sites based on metrics like escaping containment and 7-day RO closure rates.
- Analyze dealership performance data, including download rates, historical 7-day performance, FIRTFT, NPS, and Warranty Dash RO duration.
- Review dealership Uptime Assist download lists, part orders, CRC cases, and hotline submissions to identify vehicle status and required actions.
- Lead meetings with dealerships to discuss ROs and overall performance, compiling notes and reporting findings to Ford Leadership and field teams.
- Monitor dealership adherence to action plans and ensure follow-up with field teams when necessary.
- Develop and deliver training materials and decks for Go-to-Market (GTM) rollout to OZMs, regions, and markets.
- Contribute to weekly newsletter updates for L1 leadership.
- Lead GTM efforts for the field team in collaboration with the GTM Manager.
- Ensure all field communications are officially managed through the Field eFC process, org meetings, Field Management, etc.
- Attend Org Meetings w/Field (OZM) and (FSE) team as necessary to present UAssist data/metrics/action plans
Requirements
- Bachelor’s Degree or equivalent combination of relevant education and experience
- Demonstrated knowledge of dealership processes and vehicle repair procedures
- Strong technical knowledge of service repair processes
- Proficiency in automotive parts and parts ordering systems
- Proven ability to critically assess and interpret data
- Exceptional communication and interpersonal skills, with the capacity to adapt messaging to diverse audiences
- Experience in leading teams and driving operational performance improvements
- 5-years of experience at Ford Motor Company (preferred)
- Familiarity with various internal systems and dashboards (e.g., Global Uptime, GCQIS, PTS, OASIS, DOW, GCCT, Qlik, Microsoft Planner)(preferred)
- Prior field experience within the service side of the automotive business (preferred)
- Parts Supply and Logistics knowledge is preferred (preferred)
- Experience with Uptime Assist or similar vehicle diagnostics and repair support platforms is helpful (preferred)
Benefits
- 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.
Job title
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Tech skills
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