<p>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?</p> <p>Product Development uses design thinking & user experience methods to deliver breakthrough products and services that delight our customers. We bring innovative, exciting, and sustainable ideas to life.?We have opportunities around the world for you to contribute to advancements in autonomy, electrification, smart mobility technologies, and more!</p> <p>In this position...</p> <p>This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data. This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand. Responsibilities span all retail EV models and production years with the potential to expand into our ICE vehicle lines. It requires developing a compelling reason to correct or implement features and to work cross-functionally deliver value for both the customer and the company.</p> <p>This position is responsible for identifying, evaluating and resolving cross functional customer and product issues through early indicators like social media and connected data. This role will lead the triage and resolution based upon risk and impact to the customers and the Ford Motor Company brand. Responsibilities span all retail EV models and production years with the potential to expand into our ICE vehicle lines. It requires developing a compelling reason to correct or implement features and to work cross-functionally deliver value for both the customer and the company.</p> <p>What you'll do..</p> <ul> <li>Gather Customer Inputs (Social Media, Customer Relations Call Center, Technician Hotline, In Vehicle Voice Feedback, etc…) </li><li>Triage / Root Cause Customer Issues using connected data, vehicle data, etc… </li><li>Own Issue Tracking, Progress, Reporting, Prioritization, Escalating, Metrics and Issue Resolution </li><li>Assign Directly Responsible Individuals and Facilitate Meetings </li><li>Linkage with Customer Relations Call Center </li><li>Indirect / direct communication with customers </li><li>On Going Product Development (e.g. Feature Improvements, workshop manuals, etc…) </li></ul> <p>What you'll do..</p> <ul> <li>Gather Customer Inputs (Social Media, Customer Relations Call Center, Technician Hotline, In Vehicle Voice Feedback, etc...) </li><li>Triage / Root Cause Customer Issues using connected data, vehicle data, etc… </li><li>Own Issue Tracking, Progress, Reporting, Prioritization, Escalating, Metrics and Issue Resolution </li><li>Assign Directly Responsible Individuals and Facilitate Meetings </li><li>Linkage with Customer Relations Call Center </li><li>Indirect / direct communication with customers </li><li>On Going Product Development (e.g. Feature Improvements, workshop manuals, etc…) </li></ul>