Job Title: Ford Pro / Integrated Services Technical Lead, FPI/C Products

Responsibilities:

• Orchestrate, leverage and sustainably maintain the Quality workstream for all Commercial Fleet and Cloud Based Connected activities. 
• Lead skilled resources with unique/different technical background spanning from Onboard/Offboard technical knowledge and skillset to evaluate and establish Fleet focused Quality KPIs.
• Help influence new requirements to better serve the needs of the customer.
• Develop Key OKRs and Objectives for team success.
• Drive the Customer-Centric mindset with a flawless feature operation with appropriate prioritization and provide prompt customer assistance, aligned with key Stakeholders.
• Provide technical assessment on Customer impacts of newly developed Fleet features backed by solid and reliable data. 
• Own the escalation process that addresses product, data quality, hardware, and software issues requiring coordination of support activity across multiple teams. 
• For escalated concerns, ensure next steps / actions taken are communicated with the team(s) working to resolve an issue and the customer facing business group adhering to the business SLA’s. 
• Act as an early-Quality liaison with Advanced/Strategy/Feature and Product teams to avoid late Quality fixes in the field.
• Lead any Quality forecast analysis on Fleet feature deployments.
• Leverage Connected Vehicle backend data for cascading leading indicators and troubleshooting issues in the field prior to customer complaints.
• Establish End-Customer feedback mechanisms and KPIs on all responsible features.
• Ability to concisely communicate within different levels of the Organization, including non-tech-savvy leaders. 
• Innovative and able to find win-win solutions in the face of conflicting needs.
• Ability to influence product design through lessons learnt from quality feedback channels.
• Data driven, but also needs the ability to drive to conclusions with imperfect/incomplete data. 
• Follow the 5D/8D Process, with main focuses on ICA/PCA/PRA.
• Think outside the box for customer resolution (Work with array of teams to find different solutions for hardware problems to help mitigate customer impact).
• Strong communication and presentation skills.

Qualifications/Requirements:

• EE / CS / Bachelor of Science / MBA degree
• 5+ years of experience delivering products or managing quality in a technical function
• 2+ years of experience on Vehicle Connectivity and Vehicle launches.
• 2+ years of experience driving quality concerns is desired.
• Proven experience working with both Large/Small Fleet Related metrics and external partners.
• Proven analytical abilities and advanced understanding of business functions, workflows, and processes.
• High emotional intelligence in both professional and social settings with ability to establish and maintain influential relationships across the organization and with customers.
• Practical experience generating process documentation and reporting.
• Ability to respond and prioritize several demands from different teams and point of view
• Ability to drive Quality/Performance attitude into different levels inside the Company
• Flexible work shift (between 8AM and 8PM)
• Open to accommodate potential weekend work shift

Our preferred qualifications:

•            Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA

•            Solid understanding of vehicle electrical architectures and components

•            2+ years of experience delivering products or managing quality in a technical function.

•            2+ years of experience on Vehicle Connectivity and Vehicle launches.

•            Experience with Salesforce, SharePoint, MS Forms and other industry CRM and tools