Ford Motor Company Jobs

Ford Pro is a global business unit within Ford dedicated to enhancing commercial customer productivity. Ford Pro provides a comprehensive suite of work-ready vehicles, products, and services for virtually every profession, supported by technology and designed for maximum uptime. Serving as a genuine one-stop solution, it offers an extensive range of electrified and internal combustion vehicles that integrate smoothly into the Ford Pro ecosystem. This ecosystem is designed to help customers’ businesses flourish today and in the new era of electrification, encompassing Vehicles, Charging, Servicing, and Intelligence (Telematics/Data).

Reporting to the Europe Quality Lead at Ford Pro, the Ford Pro Quality Support Engineer (L2) is tasked with addressing and resolving technical issues that affect the Ford Pro Charging and Intelligence solutions, which in turn impact the customer’s ability to utilise the solution effectively for business and fleet optimisation. Your responsibilities will include triaging and pinpointing the underlying technical issues within specified Service Level Agreements (SLAs) and collaborating with engineering, field teams, or vendors to swiftly resolve issues that affect customers.

We are in search of talented individuals to join the Ford Pro team and contribute significantly to providing a smooth customer experience across Ford Pro’s European markets.

Joining our expanding organisation, you will play a pivotal role in creating a comprehensive solution aimed at helping our customers enhance uptime and productivity, whilst simplifying complexity and reducing ownership costs. Becoming a part of the Ford Pro team means you will enjoy all the benefits, rewards, and development opportunities expected from a diverse global leader. You will join a team that is at the forefront, with innovative solutions and reliable products - always ready to advance further.

Key Responsibilities

• Provide technical support to customers who have experienced issues with their Electric Vehicle Supply Equipment (EVSE) or Charging Software Solution.

• Offer technical assistance to customers facing problems with Telematics Software solutions.

• Identify and rectify in-field failures of EVSE promptly.

• Collaborate with the Level 1 customer support team in diagnosing issues related to customer charger hardware and software.

• Escalate issues to Level 3 engineering as necessary, ensuring that appropriate follow-up Service Level Agreements (SLAs) are met.

• Log issues in Salesforce and JIRA, following up or escalating as required.

• Operate within customer SLAs to ensure responses and solutions are provided timely and kept updated.

• Work closely with other members of the Customer Experience team to deliver consistently world-class customer service.

• Replicate issues in-house with the goal of developing workarounds and solutions.

• Be prepared to engage in customer calls to explain more complex issues in a way that is digestible and understandable, providing solutions and explanations.

• Document and demonstrate solutions by developing flowcharts, layouts, diagrams, charts, etc.

• Provide information by collecting, analysing, and summarising development and service issues.

• Collaborate with a distributed team of developers, engineers, and subject matter experts.

• Set and manage customer expectations from the start and throughout the fault rectification process.

• Record detailed issues found for analysis by other team members.

• Communicate and collaborate with internal engineering teams based in Europe to diagnose faults.

• Generate concise reports summarising issues found for senior management and other stakeholders, including identifying new potential sales opportunities.

• Manage pressure effectively from demanding customers who may be unable to commute or carry out their work due to a charging failure.

• Offer feedback through collaboration for any knowledge gaps or areas where additional training is needed to address a newly discovered issue or something different from what has been encountered before.

Requirements

• Bachelor’s degree or equivalent.

• Strong problem-solving skills enabling quick diagnosis and rectification of faults.

• Experience in using standard Office tools (Outlook, Excel, Word, PowerPoint, etc.).

• Experience with collaboration tools and IT ticketing systems such as JIRA, SharePoint and Salesforce.

• Excellent communication skills, both verbal and written.

• Additional language skills would be advantageous, in addition to fluent English (verbal and written), e.g., French, German, Italian, etc.

Preferred:

• Experience in the E-Mobility sector with prior involvement in EV charging infrastructure.

• Experience in working with automotive components and understating of electrical architecture.

• Understanding of vehicle connectivity and cloud computing.

any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability.

Location: Hybrid role but required 1-3 days per week in the office.

Requisition ID : 27950