Production Support Specialist

Job Description

The Customer Experience (CX) team delivers owner and user experiences that save time, improve lives, and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family.

The Production Support role is responsible for any issues received from the deployment of the Ford Service Reservation Plus program. You will have a laser focus on the customer perspective, utilizing everything in your playbook to ensure we deliver the best customer experience through all channels (Mobile App, Web, Fleet Telematics, In Vehicle Infotainment, etc). The Digital Experience you deliver will help build a Best-in-Class experience that allows customers to have their vehicles serviced on their own terms.

• Work as a bridge between the field teams and the product teams to help identify issues, work on resolution, and provide feedback to all parties.
• Issues can come in from various sources, some of which include: Dealership Personnel, Field Team, Product Teams, Site Reliability Team, etc.
• Continuously looking at processes for efficiencies and improvements that can be made in order to serve the dealers as fast as possible.
• Work closely with your Operations, Architecture and Integration teams resolve issues that have been submitted to the Production Support Team
• Work with Production Support, Site Reliability teams to understand issue that has been submitted and identify solutions.
• Be up to date on new features and releases in order to provide the best support possible to the clients.
• Act as the voice of the customer and dealer with all product analysts, product managers, senior leadership and development teams.
• Success looks like a clearly articulated solution to all submitted issues to all parties involved, including Product team, engineering team, design team, site reliability team, production support team, dealership personnel and field teams.
• Communicate the vision to all stakeholders.

Qualifications

• Bachelor's degree or a combination of education and equivalent experience
• 2+ years of experience in Automotive Customer Service and Dealerships - knowledge of dealer service operations
• Comprehensive communications skills, ability to take complex engineering explanations and be able to communicate that effectively to the field team
• Proficient in Microsoft Office products
• Understanding of Power Apps preferred

Even better, you may have...

• Technical background with ability to quickly understand a specific domain and identify the trends and opportunities in that space.
• Excellent analytical, interpersonal, and communication skills; ability to adapt communication style

based on the audience.

• Thrive in environments where there is a lot of ambiguity, and you have the opportunity to add

order

• Experienced at building strong working relationships, influencing teams to take action and earning the trust of senior stakeholders.