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?
Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.
In this position...
Product Concern Engineer is responsible for leading the Concern Identification and Resolution processes for their respective vehicle line(s) and provide support to the FCSD Program Manager.
Description for Internal Candidates
The Product Concern Engineer analyzes data from multiple sources (Hotline Contact Report data, Uptime Repair Order Duration & Part Demand signals, RAV reports, Repair Repair Warranty data) to identify vehicle concerns that dealers cannot successfully repair. They perform additional detailed analysis to define concerns, identify the scope of vehicles affected, make recommendations on elements required of a successful remedy, and support the Program Managers escalation of concerns to the Functional Stakeholders for resolution. The PCE supports those resolution efforts by coordinating service trials, performing service readiness actions to define parts and/or software requirements, and authoring bulletins and messages for dealers.
ResponsibilitiesWhat you'll do...
- Identify technical vehicle concerns that dealers cannot repair using leading indicators and processes (GCQIS, Quality.AI tools, part sales information, GSAR warranty data, field intelligence and information from other sources)
- Faciliate Quicker Service Fix (QSF) process for assigned vehicle line(s)
- Develop supporting data and analysis to substantiate and define concerns
- Interface with Engineering activities to support global Concern Identification and Resolution efforts
- Represent FCSD CIDR in various engineering Functional Review Meetings to drive for concern resolution
- Support FCSD Program Manager with timely and accurate status updates in Concern Management Database
- Coordinate service trials to ensure feasibility of repair proposals from engineering
- Author Technical Service Bulletins (TSBs), Special Service Messages (SSMs) and Internal Service Messages (ISMs) and ensure global publication to applicable markets
- Review/monitor TSB/SSM/ISM articles generated by other activities
- Support and engage in bi-weekly TSB/SSM/ISM review process to ensure consistency of publications
- Interface with PS&L team(s) to support accurate parts forecasting to prevent backorders for all CIDR led publications
- Support Escalated Handling Team requests and work with Engineering SMEs as required
- Work with FCSD Plant Vehicle Team (PVT) to support quality and launch initiatives
Qualifications
You'll have...
Minimum
- Bachelor of Science degree in Automotive Technology, Engineering, or related discipline
- Automotive service technical background required
- Dealer employment experience desired (fixed operations)
- FCSD field experience desired
- Experience leveraging AI tools within analysis and problem-solving environments
- Strong verbal communication, technical writing and presentation skills are a must
- Capacity to effectively manage multiple tasks
- Must be able to thrive within a small support team environment and using outside support teams
- Must be able to adapt quickly to vehicle service requests for support
- Experience with GCQIS, MMP, WERS, GCCT, GSAR and PTS is helpful
- Service part release process experience beneficial
- Understanding of serviced software development and deployment processes desired
- Same Posting Description for Internal and External Candidates
Even better, you may have...
Preferred
- FCSD(ford customer service division) field experience desired
- Experience with GCQIS, MMP, WERS, GCCT, GSAR and PTS is helpful
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, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, 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.
This position is a range of salary grades 6-8 and ranges from $72,480 -162,120.
For more information on salary and benefits, click here: https://fordcareers.co/GSR
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. 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.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid #LI-TS3
Top Skills
What We Do
Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet. We are here to provide the means for every person to move and pursue their dreams, serving as a bridge between personal freedom and the future of mobility. In that pursuit, our 186,000 employees around the world help to set the pace of innovation every day.
