About this role
Lag Metric Ownership – Vehicle Uptime & FIRFT
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Own end-to-end accountability for Vehicle Uptime (VOR reduction) and Fix-It-Right-First-Time (FIRFT) as primary IMG lag metrics.
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Drive sustained improvement through root-cause analytics, disciplined governance reviews, and market-specific action plans.
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Translate lag metric performance into clear operational priorities for TAC, Software Support, Prior Approval, and Field Service Engineering.
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Lead monthly SAR for high impact markets
TAC Operations & Diagnostic Excellence
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Lead IMG Technical Assistance Center (TAC) operations to ensure consistent, high-quality diagnosis and resolution.
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Enforce diagnostic discipline, TSR adoption, and right-first-time case binning to reduce repeat repairs and unnecessary escalations.
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Monitor and improve KPIs covering case aging, turnaround time, escalation quality, and dealer satisfaction.
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Enable TAC advisors with structured coaching, diagnostic feedback loops, and continuous capability enhancement.
Software Support, Escalation, Governance & Warranty Cost Avoidance
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Act as IMG focal point for escalated software, calibration, and diagnostic system concerns impacting vehicle uptime.
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Drive structured escalation and prioritization with DSP and global / IMG engineering teams to reduce software resolution cycle time.
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Institutionalize software learnings by cascading failure modes, fixes, and diagnostic best practices to TAC advisors and dealer technicians.
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Ensure software fixes are effectively translated into field actions, minimizing repeat software-driven VOR.
Prior Approval & Warranty Control
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Oversee IMG Prior Approval (PA) operations to ensure right-first-time authorization aligned with global warranty policy.
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Balance customer delivery speed with warranty cost protection, minimizing delays caused by authorization bottlenecks.
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Identify approval trends, risk patterns, and leakage areas, driving corrective actions and cost-avoidance initiatives.
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Support audits, compliance reviews, and leadership reporting with transparent, data-driven insights.
Cross-Functional & Market Leadership
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Partner with Market SE&O leaders, One CX Global and IMG leads, Global GTAC, FSEs, Engineering, Warranty, IT, and CX to resolve complex vehicle and customer issues.
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Represent IMG in global forums, ensuring regional realities are reflected in enterprise solutions and roadmaps.
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Lead AI driven projects
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Act as a trusted advisor to markets on diagnostic strategy and uptime recovery actions.
Team Leadership & Capability Building
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Lead, coach, and develop TAC, PA, and Software Support teams across IMG.
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Define performance objectives aligned to Vehicle Uptime and FIRFT outcomes.
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Build succession plans, training roadmaps, and knowledge-sharing mechanisms to strengthen long-term capability.
Other facts
About Ford Motor Company
We don't just make history -- we make the future. Ford put the world on wheels over a century ago, and our teams are re-inventing icons and creating groundbreaking connected and electric vehicles for the next century. We believe in serving our customers, our communities, and the world. If you do, too, come move the world and make the future with us.
Ford is a global company with shared ideals and a deep sense of family. From our earliest days as a pioneer of modern transportation, we have sought to make the world a better place – one that benefits lives, communities and the planet. We are here to provide the means for every person to move and pursue their dreams, serving as a bridge between personal freedom and the future of mobility. In that pursuit, our 186,000 employees around the world help to set the pace of innovation every day.
Privacy Policy: https://www.ford.com/help/privacy/
What you'll do
- The manager will own accountability for Vehicle Uptime and Fix-It-Right-First-Time metrics, driving improvements through analytics and governance. They will lead TAC operations, ensuring high-quality diagnosis and resolution while managing software support and warranty processes.
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