The posting
Job Description
In this position...
At Ford, we are driven to create the future of mobility and deliver exceptional experiences for our customers. Our Uptime team is at the forefront of this mission, dedicated to minimizing vehicle downtime and ensuring timely, efficient repairs across our dealership network. This position underscores our commitment to innovation in customer service and operational excellence.
The Uptime Market Area Quarterback (MAQB) owns key performance outcomes, with a primary focus on reducing Repair Order (RO) Duration and Reacquired Vehicle (RAV) or Buyback spend and improving 7- and 29-Day Containment uptime metrics, alongside other critical Key Performance Indicators (KPIs) that reflect dealership service excellence. In addition to metric ownership, the MAQB leads Market Area planning and execution, collaborating cross-functionally with Ownership Managers, Parts and Tech Specialists, and Ownership Zone Managers/Lincoln Ownership Specialists (OZMs/LOSs) to align strategies, share insights, and drive measurable improvement in RO Duration, Uptime Assist performance, and reduction of RAVs.
This is a high-impact, relationship-driven role ideal for a results-oriented professional who thrives on collaboration, data-driven problem solving, and delivering tangible operational improvements across a dealership network.
Responsibilities
What you'll do...
• Dealer Repair Capability and Capacity Requirements: Be highly trained in and be able to educate and assist dealer management to understand and support the requirement for maintaining insight on RO duration via the Uptime Assist Tool
• Educate and Empower on RO Duration Management: Educate and assist dealer management in understanding the importance of monitoring RO duration, support dealers in building internal accountability for tracking RO duration trends over time, and provide hands-on guidance to service teams on how to interpret Uptime Assist Tool data and apply it to daily operations.
• Reduce RAV Requests and Increase Cash-and-Keep Rates: Ensure vehicles are fixed timely and all escalations are completed within the required SLA to drive down RAV requests by getting our customers back on the road. If a RAV request has occurred, ensure vehicles are fix-verified prior to the customer surrendering the vehicle to increase cash and keep take rates.
• Data Analytics Review and Development: Capture and analyze metrics to identify at-risk dealerships in Market to create plan for addressing high RO duration, high repeat-repair, service repair inhibitors, warranty data, etc.
• Prioritize, Plan, and Track At-Risk Dealer Performance: Segment and prioritize dealers based on severity and frequency of performance concerns, develop tailored action plans for at-risk dealerships based on root data trends, and track their progress against benchmarks over time to measure improvement.
• Corporate Resolution: Develop, maintain, and promote Corporate and Dealer Performance Indicator to increase focus on uptime vs. downtime, and engage field team and corporate entities for support within region
• Facilitate Cross-Organizational Communication and Escalation: Serve as a liaison between dealers, field teams, and corporate stakeholders to resolve systemic performance barriers, escalate unresolved dealer performance issues to appropriate corporate resources for additional support, and ensure consistent communication of performance indicators across all levels of the organization.
• Drive Measurable Results Through Best-in-Class Field Support: Deliver Go-To-Market standards, hands-on field coaching, and proven best practices to help dealers hit clear RO duration targets, then monitor results and adjust strategies for sustained improvement.
• Root Cause Analysis: Work with Dealerships, Field Service Engineers, Zone Managers, Operation Mangers on current process issues seen in repair information to develop solutions to improve RO Duration, 7 Day Containment, and 29 Day Containment metrics.
• Sustain Root Cause Resolution Through Ongoing Review and Tracking: Conduct regular reviews of dealer repair trends to catch recurring issues early, facilitate cross-functional problem-solving with dealer and field partners, and track solution effectiveness to continuously refine the approach based on containment metric outcomes.
Qualifications
You'll have...
- Bachelor’s degree in Automotive Technology, Engineering, Business, or a related field.
- Automotive fixed operations, dealership service, field service, or vehicle repair experience.
- Strong understanding of the end-to-end vehicle service and repair process, including repair-order management, diagnostics, parts constraints, technician workflow, and customer vehicle uptime.
- Experience working with dealership leadership and service teams to improve operational performance.
- Demonstrated ability to analyze performance data, identify trends and root causes, and translate findings into actionable improvement plans.
- Experience developing, implementing, and tracking corrective-action or dealer recovery plans with clear owners, milestones, and measurable results.
- Knowledge of key service performance measures, such as RO duration, repeat repair, containment, warranty performance, escalations, customer uptime, and repair cycle time.
- Strong project and program management skills, including prioritization, action tracking, stakeholder alignment, and follow-through.
- Proven ability to work independently, manage multiple priorities, and resolve issues quickly in a dynamic field environment.
- Excellent communication, coaching, and relationship-building skills, with the ability to influence dealership management, service personnel, field teams, and corporate partners.
- Ability to facilitate cross-functional problem-solving and appropriately escalate issues that require additional support.
- Strong analytical and computer skills, including Microsoft Office, Teams, SharePoint, and other business-reporting tools.
- Ability to travel regularly, including weekly travel.
Even better, you may have...
- Ford-specific automotive repair technical training or prior Ford dealership/service experience.
- Experience with Ford systems and tools, including Uptime Assist, GCQIS, PTS, AWS, OWS, QED, and Warranty Dashboard.
- Hands-on technician, diagnostic, or repair experience at a dealership or independent repair facility.
- Experience managing or supporting warranty processes, technical escalations, repair-information concerns, and field service engineering activities.
- Knowledge of parts supply, logistics, backorder management, and their effect on repair cycle time and vehicle uptime.
- Experience establishing dealer performance dashboards, scorecards, benchmarks, and recurring business-review routines.
- Background in change management, adult learning, or coaching dealership teams to adopt new processes and standard work.
- Experience identifying and sharing best practices across multiple dealerships, markets, or regions.
- Experience supporting Go-To-Market initiatives or regional dealer-performance programs.
- Advanced data-analysis or visualization skills, such as Power BI, Excel dashboards, SQL, or similar reporting tools.
- Strong strategic and creative problem-solving capability, with a demonstrated bias for action and continuous-improvement mindset.
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 • 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 • Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day
This position is a salary grade 5 and ranges from $65,100-$109,300.
This position is a salary grade 6 and ranges from $74,300-$124,500.
This position is a salary grade 7 and ranges from $86,600-$144,900.
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. Internal applicants: moving into this role may result in an adjustment to your current compensation based on the posted pay range for this role, taking into consideration your qualifications and other relevant factors.
For more information on salary and benefits, click here: https://fordcareers.co/GSR
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. 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.
This position is hybrid with a requirement to be onsite four or more days per week. #LI-Hybrid
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