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Process Manager
2 months ago
Job Location: Troy Michigan (Onsite)
Job Type: Contract
Job Description:
Responsibilities:
o First point of contact for all inquiries and/or issues relating to the service
o General HR management of team: Performance monitoring, training and development, vacation and sickness
o Team objective setting, monitoring, and reporting.
o Identification of service delivery concerns, corrective action planning and resolution.
o Client relationship management, including attendance at scheduled and ad hoc client meetings.
o Provide responsive escalation support to address software failures and data issues affecting customer vehicles
o Complete technical training (online and hands on) to achieve technical proficiency
o Monitor SSH-related dashboards.
o Act decisively on early warning reports to rectify data and systemic issues swiftly
o Work closely with Product Development engineers and teams to ensure issues impacting service technicians are understood and properly prioritized and actioned.
o Identify automation opportunities to improve issue detection & resolution capability/efficiency.
o Supervise the prompt resolution of diagnostic software challenges hindering technicians from resolving customer vehicle issues, often identifying stakeholders or root causes. Collaborate with the cross-functional SSH team to devise interim containment actions measures and establish preventative corrective actions.
o Interface with dealer service personnel (Service Manager, Shop Foreman, Service Writer, Technician) and other internal Ford Motor Company departments (Product Concern Engineers, Quality Team, Recall Department, Warranty Department, Service Publication Team, etc.
o Participate in monthly calibration sessions, peer reviews, team meetings, coaching and training sessions to ensure accurate technical support
o Achieve all customer handling/resolution objectives and metrics while seeking opportunities to improve efficiency. Essential Skills/Experience
o yrs of exp with Strong project/program management experience and business acumen
o Experience and knowledge with JIRA cloud or similar software management tools.
o Ability to work across multiple product owners simultaneously and meet critical deadlines.
o Strong computer skills
o Excellent communication and collaboration skills to build strong relationships with dealership personnel and cross functional teams
o Problem solving and critical thinking skills PREFERRED SKILLS/EXPERIENCE
o Experience or firm understanding of the Vehicle Service Repair process
o Software Development &Data systems: basic understanding of software programming syntax and data system Interface
o Self-motivated problem solver with the ability to thrive in a dynamic environment and exhibits desire for continuous improvement
o Professionalism including customer service/interface skills/experience.
