Service Quality Insights & Strategy Specialist

In this position...

Turn service quality data into action that helps Ford and Lincoln dealers fix vehicles right the first time.

Are you someone who isn't satisfied until your insights turn into results? Ford is looking for someone who can turn data into action and improve one of our most important customer measures: Fix It Right the First Time.

Fix It Right the First Time comes straight from Ford and Lincoln customers after they have their vehicle serviced. It measures whether their vehicle was repaired correctly on the first visit. In this role, you'll find what's keeping dealers from fixing vehicles right the first time. Then you'll work across the business to remove those barriers in the U.S. and around the world.

What you'll do...

This is more than a data analyst role. You'll work with Technical Field Operations, Concern Identification & Resolution (CIDR), Field Service Action (FSA) teams, and Parts Supply & Logistics. Together, you'll put in place countermeasures that make a measurable difference for customers, dealers, and the Ford and Lincoln brands.

Key Responsibilities

Strategy & Performance Improvement

• Drive improvement in Fix It Right the First Time performance across the U.S. and global markets
• Lead cross-functional projects that address the main drivers of Fix It Right The First Time “No” survey responses
• Research the root causes that hurt repair quality, and work with the right teams to develop, deploy, and track countermeasures

Data Mining & Analysis

• Pull and analyze data from multiple quality sources, including warranty, customer survey feedback, dealer reports, and connected vehicle data
• Spot early warning trends, anomalies, and emerging service quality issues before they grow
• Find high-impact dealers and opportunities, and prioritize actions by how much they'll affect regional and global performance

Reporting & Dashboard Management

• Own global Fix It Right the First Time reporting, including regional performance, trends, and progress toward objectives
• Build, maintain, and improve service quality dashboards and reporting tools
• Prepare ad-hoc analyses, visualizations, and executive-ready materials for leadership reviews

Cross-Functional Partnership

• Provide data-driven insights that support root cause investigations
• Help shape strategic recommendations based on field data findings
• Act as a trusted advisor to partner teams, turning complex data into clear, actionable stories

You'll have...

• Bachelor of Science degree in Automotive Technology, Engineering, or a related field
• Demonstrated intermediate-to-advanced proficiency in Microsoft Excel, including the ability to analyze data and develop accurate reports.
• Proven ability to interpret complex data and translate findings into clear, actionable insights and recommendations.
• Strong verbal communication, technical writing, and presentation skills, with the ability to convey complex information to diverse audiences.
• Demonstrated ability to manage multiple projects concurrently, prioritize competing deadlines, and coordinate effectively with multiple stakeholders.

Even better, you may have...

• Automotive service or technical experience, preferably in a role requiring knowledge of vehicle systems, service operations, or technical problem-solving.
• Ford Customer Service Division (FCSD) field experience, including direct support of dealerships, field teams, or customers.
• Hands-on experience developing, implementing, or using AI tools and automation solutions to improve workflows or business outcomes.
• Six Sigma certification, with the ability to apply its principles to process improvement.
• Experience applying process- and quality-improvement methods to identify inefficiencies, improve performance, and sustain results.
• Experience with data visualization tools such as Power BI or Tableau, and/or programming or querying languages such as SQL or Python.

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
• Flexible family care days, 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
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

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.

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.

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