Technical Hotline Commodity Supervisor
We made history and now we work to transform the future - for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.
In this position...
The Technical Hotline Commodity Supervisor reports to the Technical Hotline Manager. This position is responsible for leading all aspects of their commodity team, delivering target (Service Level Agreements) SLAs in assisting technicians seeking assistance to quickly achieve technical concern resolutions, engaging and escalating to engineering as necessary, and ongoing individual employee development/training.
What you'll do...
Lead team to excellent executions of:
Initial Response Time SLA
Case Management Open-to-Close SLA
Defining team's individual training plans
Technician Satisfaction (for given commodity)
Continuous improvement focus on:
SLAs
Processes
Quality
Team culture/cohesion
Technical and Professional development
Provide support to achieve Technical Hotline objectives and Metrics
Coordinate teamwork schedules to ensure dealer operating time coverage (all US time zones) and resource management
Engage next level support teams (L2 Diagnostics, and L3 PD Engineering) when forward progress is needed on hard to resolve concerns.
Collaborate with TFO Leadership, ensuring a partnership approach in achieving Technician Support Operations team goals.
Facilitate culture of customer care and focus through role modeling of Ford Behaviors
Create an environment that highly encourages teamwork, diversity of thought, and promotes open, direct communication with and from employees.
Lead the personnel process that includes timely performance reviews, coaching/ counseling, career development and performance tracking.
Ensure that each employee understands their role in achieving their quality / performance objectives. Support the team members throughout their performance review and action plan processes.
You'll have...
Bachelor's degree
3+ years of experience in cross collaboration with multidiscipline teams
2+ years of experience as a people leader
2+ years of experience in leveraging data driven decision making
2+ years of experience communicating objectives and goals in person as well as in a remote setting
Even better, you may have...
Bachelor's degree, preferably in Business Administration, Automotive Technology or equivalent field
Well-developed problem-solving skills
Creative thinking skills
Detail oriented mindset
Development mindset for team growth
Experience as a technician or working in a shop environment
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.
This position is leadership level 6 and ranges from $115,500-$218,100.
Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.
For more information on salary and benefits, click here: https://fordcareers.co/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.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-MK1
Requisition ID : 61494
