Lincoln Ownership Programs Specialist

Ford Motor Company
April 23, 2024
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A

Job Description

Lincoln desires to make a client feel the Lincoln Way - warm, human, and personally crafted every time they interact with Lincoln Ownership/CX and Service. This position mainly supports Lincoln Field Operations, Lincoln Vehicle Quality and Plant Teams, and Field/Dealer Vehicle Off-Road parts and technical escalations.

The Lincoln Ownership Programs Specialist is a unique position that allows someone to stay technical, but interfaces with various other positions within the company such as Sales, Marketing, and Product Development.


Key responsibilities:

  • Lincoln Rapid Hub Support
  • Calling service managers to provide technical support or request additional information or photos
  • Act as a liaison between the Lincoln dealer and Lincoln Quality and Plant teams, and SEO
  • Support and often lead small teams to triage a concern to resolution
  • Lincoln Parts and Technical VOR Support
  • Review the weekly Service VOR report and step in as needed to triage company resources to diagnose and repair a vehicle that has been out of service for a lengthy amount of time
  • Review the weekly Parts VOR list, determine what parts are not in transit, and determine if alternative solutions exist to get the vehicle repaired, or engage the appropriate teams to get parts flowing
  • Lincoln ePDI Business Owner
  • Ensure ePDI forms are updated for new vehicle launches and labor operations are set to pay for each upcoming model year
  • Lead system improvements as needed
  • Support any Ford and Lincoln PDI improvement initiatives
  • Lincoln Loyalty Program Support
  • Support Lincoln retailer budget calculations
  • Support Lincoln Field Teams with spend reporting
  • Request OWS claiming edits as needed to promote proper utilization of Loyalty funds
  • Tech Training / Recruiting Support
  • Assist field with Tech recruiting
  • Pilot / Establish Lincoln Tech Review Panel including integrating Market representatives
  • Support Lincoln Tech Town Hall to gain input from Lincoln Technicians
  • New model input
  • Tech training input/needs
  • Build a Strong Lincoln Field Team and Retailer Network
  • Participate in Lincoln Field Team monthly calls and bring in topics as required
  • Ensure strong communication with Lincoln Field Operations and Field Service Teams
  • Support Lincoln Field Service Team members through ongoing formal and informal training
  • Support PSMAC and Dealer Council meetings as required
  • Support Other Ownership Related Initiatives:

  • Actively participate / support:
  • Retailer Council in-person, touchpoint and subcommittee meetings
  • PSMAC in-person, touchpoint and Lincoln representative meetings
  • Mobile Service
  • Pick-up & Delivery
  • Guest XP
  • Qualifications

    We seek to hire for passion because that is the only thing that cannot be taught. The following experience and background are a plus, but can also be learned on the fly (with the proper amount of curiosity and dedication):


  • 4-year college degree or higher
  • Field/dealership contact experience
  • Strong technical automotive and dealership service operations acumen
  • Experience in various Service Engineering Operations positions, preferably in one or more of the following: Concern ID & Resolution, Recall, Module Programming, and/or Warranty Claiming
  • Experience with various dealer facing service applications and publications (FMCDealer, PTS, Workshop Manuals, Wiring Diagrams, etc.)
  • Competencies / Skills

  • Strong Microsoft Office skills, especially Excel, SharePoint, PowerPoint
  • Able to navigate MMP and WERS screens, ability to use Team Center is a bonus
  • Ability to create and pull reports in GSARS
  • Self-motivated and self-driven, ability to "own" the business
  • Ability to multi-task multiple complex projects simultaneously
  • Excellent communication and organizational skills with persistent attention to detail
  • Ability to effectively collaborate cross-functionally, with senior leaders and external partners and customers
  • Strong initiative to deliver results and able to work in an environment of transformation and change
  • Process-oriented mindset with an eye for potential efficiencies
  • Critical Thinking; Objectives & Key Results
  • CX Metrics: Net Promoter Score, Client Satisfaction, Overall Experience. Data-based and Insights-Driven
  • Field Sales/Service Operations, Web, App & HMI environments
  • Ability to leverage data to drive insight and business recommendations

  • Deliver It. Hold yourself & others to the highest standard. Get better at what you do. Innovate with purpose
  • Own It. Plan - Define the problem. Do - Close the gap. Check & Act - Monitor results, raise the bar.
  • Do Only What Matters. Prioritize customers and Ford. Create clarity through data and facts. Find and eliminate waste in all forms.
  • Solve Together. Don't be right, find what's right. Debate then commit. For the whole, not just your part.

    More Information on Ford Motor Company

    Ford Motor Company operates in the Automotive industry. The company is located in Dearborn, MI and Palo Alto, CA. Ford Motor Company was founded in 1903. It has 175633 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability insurance, Dental insurance, Vision insurance, Health insurance and Life insurance. To see all 184 open jobs at Ford Motor Company, click here.

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