Software Escalation Team Lead

The TFO Software Escalation team provides solutions which directly enable technicians and help to repair customer vehicles. The Software Escalation Team Lead is primarily responsible for working with various technical teams to help identify software-related issues, then collaborate to create and implement solutions to enable the dealership service tool and resolution of field concerns. Software Escalation Team Lead reports to the Software Escalation Supervisor.

What you’ll do…

• Leads two sub-teams, including training, performance management, and SME guidance
• L2 Dealer Software Support Hotline (DSSH)
• L2 North American Triage
• Provides SME guidance for a third sub-team
• L2 FSA Verification (SVT)
• Gain proficiency in the multi-module over-the-air (MMOTA) process
• Provide responsive escalation support to Technical Assistance Centers (TAC) and Field Service Engineers (FSEs) in addressing software failures and data issues affecting customer vehicle.
• Supervise the prompt resolution of diagnostic software challenges hindering technicians from resolving customer vehicle issues, often identifying stakeholders or root causes.
• Collaborate with a cross-functional team to devise interim containment actions measures and establish preventative corrective actions.
• Act decisively on early warning reports to rectify data and systemic issues swiftly.
• Collaborate with all stakeholders to develop reporting metrics using the information collected from Jira and other supporting sources and establish feedback mechanisms and processes.
• Leverage developer tools to troubleshoot service issues and enhance back-end data quality.
• Work closely with Product Development engineers and teams to ensure issues impacting service technicians are understood and properly prioritized and actioned.

• Strong verbal and written communication skills.
• Desire to learn about vehicle and module interaction.
• Strong computer skills.
• Self-motivated problem solver with the ability to thrive in a dynamic environment & exhibits desire for continuous improvement.
• Familiarity with the Ford Multi Module Over the Air (MMOTA) ecosystem
• Experience and knowledge with JIRA cloud or similar software management tools.
• Ability to communicate with various global software/data tool owners to drive changes that relate to data, HMI and UX.

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 salary grade 8 and ranges from $99,100-$166,200.

Final determination of salary grade will be based on candidate’s skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

At Ford, you’ll work on ideas that matter, alongside passionate people who want to make a global impact. Together, we’re shaping the next era of transportation-grounded in purpose, driven by progress. Make your move., We made history and now we work to transform the future - for our customers, our communities and our families. You’ll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.