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Ford Pro Intelligence (FPI) Quality Engineer ID-21997

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 Intelligence provides telematics and fleet management services to our commercial and fleet customers. Ford Pro products and services serve as a foundational building block to Ford’s continued leadership and innovation in fleet/commercial vehicle market segments. Fleets are our future, representing a significant portion of vehicle sales and continual expected growth.

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In this position...

Join our team as a Ford Pro Technical Specialist, where you will be the Voice of the Customer within FPI, consistently embodying a customer-centric approach. You will monitor and prioritize actions to address customer quality concerns from various sources, including Fleet Customer Critical issues, and Business Account Feedback.

In this role, you will lead efforts to resolve quality issues related to critical metrics and leverage Connected Vehicle Data to address early issues and enhance traditional quality metrics. You'll drive investigations and actions to deliver metrics that correlate with an exceptional customer experience and support the development of a comprehensive Quality Framework for Connectivity Features.

Your ability to benchmark internally and externally, establish action plans, and proactively identify solutions will be crucial in enhancing quality indicators across Connected Vehicle Features. You'll also propose methods to minimize unnecessary toil and manual work related to quality issue management, ensuring a seamless experience for our customers.

What you'll do...

  • Become the Voice of the Customer within FPI Customer Enablement while maintaining a Customer-Centric Mentality and behavior at all times
  • Monitor, prioritize and drive actions to address customer Quality concerns from various sources, such as: Fleet Customer Critical issues, Business Account Feedback, etc.
  • Take a central role in resolving quality issues within respective critical metric
  • Use Connected Vehicle Data (Leading Customer Indicators) as a real-time data source to improve upon any early issues as well as to support accurate prioritization on improving Traditional Quality Metrics
  • Pro-Actively Drive investigations and take actions to deliver Traditional/Leading metrics that correlate to an outstanding customer experience
  • Support creation of an up-to-date Quality Framework encompassing all Connectivity Features
  • Ability to quickly benchmark (internally and externally) while establishing action plans on quality indicators, across all Connected Vehicle Features.
  • Proactively identify and capture peer support to quickly solve any issues affecting customers
  • Propose methods to reduce unnecessary toil and manual work related to quality issue management

You'll have...

  • Bachelor's degree required
  • 2+ years of experience in resolving customer quality issues
  • 2+ years of experience in data analytics, reporting, and managing dashboards
  • 2+ year of experience with querying and utilizing large datasets to prove/disprove theories/investigations
  • 1+ years of experience working with cross-functional teams and engaging with stakeholders

Even better, you may have...

  • Bachelor's degree in Engineering, Computer Science, Information Technology, Data Science or other scientific field of study
  • 2+ years of experience in handling Connected Vehicle related Quality concerns
  • 1+ years of experience with JIRA
  • Telematics, Fleet industry experience preferred
  • Knowledge in Six-Sigma and/or Quality/Reliability tools - DoE, Taguchi Methods, FMA
  • Green belt and/or Black belt is a plus
  • Solid understanding of vehicle electrical architectures and components
  • High level of interpersonal skills to effectively connect with a diverse group of people and cross-functional teams
  • 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
  • Maintain resilience as new tools/processes are established upon teams already working with other demands
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