Ford Pro Charging: Product Concern Engineering Manager
2 weeks ago
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 worldtogether. 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.
Responsibilities
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 (
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