Technical Hotline Manager

Technical Field Operations Manager
At Ford Motor Company, 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?
As part of the Ford Customer Service Division (FCSD) strategy to reimagining the dealer support model, Service Engineering Operations is standing up a dedicated team to receive and resolve Technical Support Requests (TSR) from dealer technicians. The team's focus will be on delivering timely response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.
The Remote Support Manager is responsible for leading the Remote Support Commodity Supervisors and their teams of Technical Support Case Managers.
• This is a hybrid role working 3 days a week in the office and the ideal candidate will be near Allen Park, Michigan.
Responsibilities
In this position.
You will Lead our technical hotline in a production environment to provide technical assistance to dealer technicians seeking repair guidance.
What you'll do.
Lead team operations with technical and operational excellence:
Provide dealer technicians with high quality vehicle technical assistance
Ensure that Key Objectives are regularly reviewed and utilized to develop and maintain continual improvement. Take corrective and preventive actions when required.
Meet target SLA (Service Level Agreement) for initial response times, hold times, and repair guidance provided
Achieve Tech Satisfaction targets as measured from the post-TSR survey.
Improve Technical Support Satisfacation score as measured via the biennial Carlise Technician Survey
Identify and implement organizational or operational strategy opportunities

Leverage operations data for real-time understanding of team efficacy, adjusting where necessary to meet or exceed objectives.
If needed, develop business rationale to support major strategy shifts
Collaborate with the Manager, Technical Field Operations to achieve Dealer Support Operations goals , partneringon target dealers to drive repair efficiency, TSR resolution, and TSR quality improvements.

Lead through influence and collaborate across Ford Customer Service Division, Product Development, and other Enterprise partners
Usage of data and customer insights to influence strategic decisions
Personnel Development

Create a safe employee environment that attracts, satisfies, develops, and retains a competent, empowered, highly motivated, diverse customer-driven team
Ensure that team meets training development targets
Conduct Individual Development Plan meetings and ensure implementation
Utilize empowerment, coaching & counseling w/actional feedback, team building and process improvements to create a work atmosphere that develops employees to their fullest potential.
Culture/Our Truths

Role model the Ford OS behaviors & develop team to achieve success in Excellence, Focus and Collaboration
Promote/embrace work life balance tools
Qualifications
You'll have:
This leader should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other cross-functioal teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations. The ideal candidate has the following:

4-year college degree or higher
Former experience working in a production call center environment.
Experience in leading a larger team (50+ is preferred)
Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization (Senior leadership, Cross-functional departments, etc. )
Focused on continuous development of self and others.
Ability to work independently, thought leadership, forward-thinking.
Even better, you may have.

Familiarity and experience with Dealer Operations strongly preferred (specifically tied to Fixed Operations)
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, and prescription drug coverage
Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare and more
Vehicle discount program for employees and family members, and management lease
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:
This position is a range of salary grade LL5
Visa sponsorship is not available for this position.