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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?

Ford Pro is committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, products, and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, offering a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

The Product Concern Engineering Manager will be responsible for leading the identification and resolution of charger related concerns for commercial customers and Model e Dealers. They will be responsible for all types of EVSE equipment including AC Level 2 and DC fast chargers. The candidate will partner with a broad cross-section of Ford Pro including support teams, product hardware and software engineering, Supplier Technical Assistance (STA), and vehicle engineering. The role requires critical thinking skills, a strong attention to detail, and a bias for action.

In this role you will:

• Utilize product knowledge, charger data, vehicle data, and critical thinking skills to improve diagnostic processes and procedures for Ford Pro Charging.

• Lead the L3 team supporting the resolution of unknown concerns to quickly resolve customer concerns.

• Collaborate with L1, L2 support and your peers to drive quicker concern resolution.

• Work with software, hardware, and other teams to create robust diagnostic procedures and practices that can be quickly automated and scaled.

• Monitor the marketplace for ideas and concepts that we could learn from and adapt to make our processes, more robust, efficient, and ultimately to deliver a better experience for our customers.

• Resolve concerns based upon established service level agreements to provide best in class service.

• Mentor and support direct reports

Basic Requirements

• Bachelor's degree in Electrical Engineering, Automotive Technology, or equivalent work experience

• 2+ years experience effectively leading teams in a fast paced environment

• 3+ years experience in EVSE or Electric Vehicle diagnosis with a strong technical background

• Excellent written, verbal and presentation skills, with the ability to read, interpret and understand technical requirements

• Ability to perform limited travel (<20%) in the US and Canada

Preferred Requirements

• Strong knowledge of EVSE installations, electrical and automotive diagnostic tools, and procedures

• Working knowledge of various standards and protocols such as J1772, CCS, NACS/J3400, and OCPP.

• Strong relationship builder and ability to effectively lead cross-functional teams

• Comfortable working in a fast-paced environment on products that are part of a rapidly evolving, nascent market

• Experience with customer support and service operations, case management tools, and processes

• Experience developing, monitoring and responding to key performance indicators (KPIs) and service level agreements (SLAs)

• Data-driven approach to decision making and understanding of problem-solving methods

• Experience with Salesforce, SharePoint, Jira, or equivalent software products

• Ability to think strategically and act tactically

• A passion for solving the seemingly unsolvable, being constantly curious, and delivering excellence

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 child care 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.

For a detailed look at our benefits, click here: https://fordcareers.co/LL6NonHTHD

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 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. 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.

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Requisition ID : 25848