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.
Responsibilities
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):
Experience
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
FORD OS BEHAVIORS REQUIRED
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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