Quality Customer Escalation Engineer
At Ford Motor Company, we believe freedom of movement drives human progress. We also believe in providing you with the freedom to define and realize your dreams. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career potential as you help us define tomorrow’s transportation.
Do you have what it takes to make smart vehicles for a smart world? Join the Ford Product Development team. Utilizing Design Thinking & User Experience methods, you’ll work to deliver breakthrough products and services that delight our customers. We’re seeking forward-thinking, laser-focused professionals with a passion for bringing innovative, exciting, and sustainable ideas to life. We have opportunities around the world for you to contribute to such advancements as autonomy, electrification, smart mobility technologies, and more!
What you’ll be able to do:
- Prioritize, handle, and drive actions to address customer quality concerns from various sources, such as: Customer Issues, App Store Reviews, Executive Escalations, Social Media Feedback, and Technical Hotline
- Take a central role in resolving customer issue within a 30-day critical metric
- Analyze connected vehicle data to extract customer usage information that can be used for virtual vehicle prototype validation and design of next generation of Ford EVs
- Trace historical performance across all critical metrics and clearly depict issues affecting Quality Metrics;
- Utilize customer reported symptoms and root cause analysis to build a connected data request to fully define problem scope;
- Be the voice of the customer to Enterprise Connectivity, and the voice of Enterprise Connectivity to the customer. Treat customers like family, by ensuring accurate and timely customer feedback from the initial input
- Collaborate with product owners and product managers, help with scoping and defining Minimum Viable Products (MVPs)
- Provide recommendations to the core and requirements teams on lessons learned and refinements to improve efficiency
- Utilize issue tracking database to resolve customer issues
- Upon ICA completion, issue owner to be transferred to Core Quality Group for detailed PCA (Permanent Containment Actions) and PRA (Prevent Recurrence Action) evaluation
- Continue to support Core Quality Group upon any inquiries to support the PCA/PRA efforts
- Propose methods to reduce unnecessary toil and manual work related to customer issue management.
- Ability and desire to take ownership of customer critical issues and ensure a customer confirmed resolution is achieved
- Keep proper track and throughput on each individual ticket/JIRA
- Provide an initial fix while also measuring impact on the broader Vehicle Line population
- Acquire proper Product Owner support for a robust ICA (Interim Containment Action)
- Confirm full completeness /acceptance of JIRA/Ticket with Core Quality Group before assigning it
- Submit monthly quality reports for CSI and Quality Management with action plans/detailed status
- Understand/translate Customer Symptoms into technical terms and narrow it to 1 or more specific Platforms, such as: Vehicle, Mobile App, Cloud, etc.
- Understand customer Issues from around the globe and help Feature/Product Teams in translating into Design Standards
- Keep a clear communication channel on daily work/activities with Direct Supervisor/Peers, while maintaining resilience to balance among daily/weekly new demands
Minimum requirements we seek:
- Bachelor’s in Electrical Engineering, Computer Science, Information Technology, Data Science or other scientific field of study
- 2+ years of experience on mobile application to cloud-based systems and/or IVI (In-Vehicle Infotainment) Systems is a must
- 1+ years of experience with JIRA
- 1+ years of experience with handling customer support/service issues
Our preferred qualifications:
- 1+ years of experience in handling Connected Vehicle related quality concerns
- Connected Vehicles is considered a plus
- Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA
- Green belt and/or Black belt is a plus
- Understanding of vehicle electrical architectures and components
What you’ll receive in return:
As part of the Ford family, you’ll enjoy excellent compensation and a comprehensive benefits package that includes generous PTO, retirement, savings and stock investment plans, incentive compensation and much more. You’ll also experience exciting opportunities for professional and personal growth and recognition.
If you have what it takes to help us redefine the future of mobility, we’d love to have you join us.
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. Visa sponsorship is not available for this position.
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.