JOB DESCRIPTION

　　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 is a global business within Ford Motor Company committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, accessories, and services for virtually every vocation, backed by technology, and engineered for uptime. As a true one-stop shop, we offer a full portfolio of electrified vehicles and EV charging solutions designed to integrate seamlessly with the Ford Pro ecosystem, helping customers' businesses thrive today and into the new era of electrification.

　　The Deployment and Field Services team supports Ford Pro's customers by providing services to simplify and accelerate the installation of our commercial EV charging solutions at the homes of their employees and at their company locations. If problems arise post installation the team supports customers with onsite repair and maintenance work with a network of mobile technicians. For events not covered by our base warranties and to provide peace of mind, the team offers and administers extended service plans and pre-paid maintenance plans.

　　Ford Pro Charging is a business within Ford Pro focusing on making a seamless transition to EV's possible with a full suites of capable, reliable, and worry-free EV charging solutions. As Ford Pro Charging is traversing from a start-up towards a scaled mature business, we're raising the bar for excellence for customer support with our Field Service and Deployment Service offerings. We are looking for a rock-star to lead us through the next phase of transformation and growth, including opening new revenue streams.

　　The Deployment and Field Services team supports Ford Pro's customers by providing services to simplify and accelerate the installation of our commercial EV charging solutions at the homes of their employees and at their company locations. If problems arise post installation the team supports customers with onsite repair and maintenance work with a network of mobile technicians. For events not covered by our base warranties, and to provide peace of mind, the team offers and administers extended service plans and pre-paid maintenance plans.

　　RESPONSIBILITIES

　　The manager will be responsible for providing strategic direction, leadership, and operational management of Ford Pro Charging's customer support Field Services (Deployment, Installation, Maintenance & Repair) leveraging their proven leadership skills and EVSE field service domain expertise. Building a team culture of innovation and a customer-first mindset grounded in Ford's OS behaviors of Excellence, Focus, Collaboration. Additional responsibilities include:

　　Lead Field Service operations & administration, covering repair and maintenance, company-pay and customer-pay Benchmark key industry leaders in customer concern ID and resolution and incorporate and develop strategic choices and implementation plans to meet and exceed Pro's customer expectations Modernize charger remote monitoring and health tools/technology to more quickly detect issues and diagnosing concerns Lead development, evolution, and administration for all diagnostic and repair procedures and tools, including cross-team integration, communication, and training Support Service Parts inventory management by leading demand analysis and forecasting Contract key Field Service Provider partnerships, and manage those relationships Track supplier under-writing and performance of Warranty claims and ESP contracts (insurance and pre-paid maintenance) Lead development, operations and administration of Installation Services with offerings including Fleet Employee Home Installation program and small/large depot design and construction partner-services Lead Operational Governance across all activities including Compliance & Internal Controls within your team's area of responsibility Orchestrate hardware L1-L3 Customer Support activities + supplier/partner support, including business architecture, cross-team integrations & training, daily operations, and performance reporting Deploy LEAN principles to drive continuous improvement and eliminate waste in all end-to-end customer support activities Administer all Field Service Billing and Payment Processing, including internal actions (warranty and customer satisfaction actions) Implement initiatives to support diversity, equity, and inclusion Encourage ongoing employee training, communication, and development

　　QUALIFICATIONS

　　The Head of Deployment & Field Services @ Ford Pro Charging will have a proven track record of successfully leading a modern and technology enabled customer service organization that leads the industry in solving customer concerns remotely and in the field. This is an opportunity for an experienced leader to modernize and revolutionize our EVSE hardware Customer Service operations. This leader must be comfortable in white space, working across teams to drive new ways of resolving customer concerns quickly and effectively across the US and Canada. Having a customer mindset is key along with a track record of transforming, motivating, and leading winning teams.

　　Minimum Requirements (Functional & Technical)

　　Self-motivated and curious Bachelors degree in Business, Engineering, or a related field Exceptional communication skills and strong storytelling abilities Strong organizational skills with a persistent attention to detail Proven leadership with an innovative, entrepreneurial mindset Extraordinary cross-team influencer and collaborator Process-oriented leadership style with an eye for efficiencies and a drive for continuous improvements Experience building and quickly scaling new processes, products, and services

　　Preferred Requirements

　　5+ years leading a customer service team with remote and in-field service operations in the EV Charging industry or the equivalent 3+ years experience in EV charger installation and construction services in both commercial and residential settings, including large scale installations requiring electrical infrastructure upgrades Deep knowledge and understanding of EV Charging equipment (AC and DC) repair and maintenance procedures and tools, warranty administration, supplier-based field service operation and partnerships is a plus Understanding of quality systems for issue identification and resolution Understanding of technical support tools including call-center ticketing and issues resolution Experience building and developing blended remote-work and on-site teams and instilling a culture of focus and excellence

　　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, and prescription drug coverage

　　• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care 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.

　　For a detailed look at our benefits, click here:

　　2023 New Hire Benefits Summary LL5 (ford.com)

　　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 committed to a culturally diverse workforce. 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.

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