Service Quality Insights & Strategy Specialist

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.

• 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

• 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

• 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

• 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

• 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.

• 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.

We 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.

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 change maker, 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…