Mobile Application Support Lead
: Job Details :

Job Description At Ford Motor Company, we believe that freedom of movement drives human progress. We also believe in empowering you to define and achieve your dreams. With exciting plans for the future of mobility, we offer a variety of opportunities to accelerate your career as you help us shape tomorrow's transportation. FordPass and Lincoln Way are world-class mobile applications utilized by millions of customers globally. We are looking for a customer-focused, technical, and proactive Mobile Application Support Lead.

The Mobile Application Support Lead plays a critical role in ensuring an exceptional customer experience with the FordPass/LincolnWay app. You will manage the first-tier application support team, improve support processes, and collaborate with cross-functional teams to resolve customer issues efficiently. If you are a highly organized and detail-oriented individual with strong problem-solving skills and experience in application support and team management, we want to hear from you!

Responsibilities In this role, you will have the following responsibilities:

• First-Tier Application Support: Lead and mentor a team of application support engineers, providing guidance and performance feedback to ensure high-quality support for FordPass/LincolnWay customers.
• Support Process Improvement: Design and implement efficient support processes, including workflows, knowledge bases, and escalation paths.
• Cross-Functional Collaboration: Work closely with other connected vehicle teams to swiftly identify and resolve customer issues, promoting a unified approach to problem-solving.
• Documentation and Training: Create and maintain comprehensive documentation, including best practices, troubleshooting guides, and training materials for the support team.
• Issue Escalation: Act as the primary representative for FordPass/LincolnWay during issue escalations that span multiple teams and functions.
• Define and Track Support Metrics/KPIs: Establish key performance indicators to measure support team performance, regularly analyze these metrics, and implement improvements.

Qualifications To be considered for this role, you should possess the following:

• Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent work experience.
• 5+ years of experience in application support, including at least 2 years in a management or supervisory position.

Preferred Requirements: - Experience in mobile application development. - Knowledge of software operations, including Source Management, Continuous Integration/Continuous Deployment, and DevOps. - Strong verbal and written communication skills. - Master's degree in Computer Science, Engineering, or relevant field is a plus.

If you are excited about the opportunity to make a significant impact in a global company, we encourage you to apply. At Ford, you can choose the path of your career: a global journey or a local impact, a deep dive into what you love or new challenges in different teams.

What We Offer: - Immediate medical, dental, vision, and prescription coverage. - Flexible family care days and paid parental leave. - Family building benefits, including adoption and fertility treatments. - Employee vehicle discount program. - Tuition assistance and support for community service. - Generous paid time off, including holidays.

This position is based in Dearborn, MI, with onsite work required up to four days a week, depending on your location. Ford will not offer a relocation package for this position. Visa sponsorship is not available. Candidates must be legally authorized to work in the United States. We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, religion, gender identity, disability status, or protected veteran status.