Product Concern Engineer

Job Description

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Our Marketing, Sales & Service organization advances the Ford reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears and voice of Ford.

Product Concern Engineer is responsible for leading the Concern Identification and Resolution processes for their respective vehicle line(s) and providing support to the FCSD Program Manager.

The Product Concern Engineer analyzes data from multiple sources (Hotline Contact Report data, Uptime Repair Order Duration & Part Demand signals, RAV reports, Repair Repair Warranty data) to identify vehicle concerns that dealers cannot successfully repair. They perform additional detailed analysis to define concerns, identify the scope of vehicles affected, make recommendations on elements required of a successful remedy, and support the Program Manager’s escalation of concerns to the Functional Stakeholders for resolution.

The PCE supports those resolution efforts by coordinating service trials, performing service readiness actions to define parts and/or software requirements, and authoring bulletins and messages for dealers.

• Identify technical vehicle concerns that dealers cannot repair using leading indicators and processes (GCQIS, Quality.
  
  AI tools, part sales information, GSAR warranty data, field intelligence and information from other sources)
• Facilitate Quicker Service Fix (QSF) process for assigned vehicle line(s)
• Develop supporting data and analysis to substantiate and define concerns
• Interface with Engineering activities to support global Concern Identification and Resolution efforts
• Represent FCSD CIDR in various engineering Functional Review Meetings to drive for concern resolution
• Support FCSD Program Manager with timely and accurate status updates in Concern Management Database
• Coordinate service trials to ensure feasibility of repair proposals from engineering
• Author Technical Service Bulletins (TSBs), Special Service Messages (SSMs) and Internal Service Messages (ISMs) and ensure global publication to applicable markets
• Review/monitor TSB/SSM/ISM articles generated by other activities
• Support and engage in bi-weekly TSB/SSM/ISM review process to ensure consistency of publications
• Interface with PS&L team(s) to support accurate parts forecasting to prevent backorders for all CIDR led publications
• Support Escalated Handling Team requests and work with Engineering SMEs as required
• Work with FCSD Plant Vehicle Team (PVT) to support quality and launch initiatives

• Bachelor of Science degree in Automotive Technology, Engineering, or related discipline
• Automotive service technical background required
• Dealer employment experience desired (fixed operations)
• FCSD field experience desired
• Experience leveraging AI tools within analysis and problem‑solving environments
• Strong verbal communication, technical writing and presentation skills are a must
• Capacity to effectively manage multiple tasks
• Must be able to thrive within a small support team environment and using outside support teams
• Must be able to adapt quickly to vehicle service requests for support
• Experience with GCQIS, MMP, WERS, GCCT, GSAR and PTS is helpful
• Service part release process experience beneficial
• Understanding of serviced software development and deployment processes desired

• FCSD (Ford Customer Service Division) field experience desired
• Experience with GCQIS, MMP, WERS, GCCT, GSAR and PTS is helpful

• 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…