Service Performance Manager

The Service Performance Manager position plays an important role in Ford’s revitalization as a modern, progressive vehicle and mobility services company delivering a trusted customer experience. Candidates should have a passion for the lifetime value of a customer and be able to analyze data trends and identify trends to make recommendations to drive real-world business decisions. Ford MS&S embraces an audience-first mindset and way of doing business that improves customer loyalty, vehicle repurchase, as well as additional sales of vehicles, parts, accessories, and services. We are the eyes, ears and voices of Ford, meeting customer demand by delivering the right products to the right dealers at the right time.This role will be onsite in our Chicago, IL officeCandidates that can work onsite at a Ford approved office in the following regions will also be considered:

Great Lakes Region (Chicago, Twin Cities, Detroit, Cincinnati)

East (Boston, New York, Philadelphia, Pittsburgh)

Southeast (Washington D.C., Charlotte, Atlanta, Orlando)

Central (Kansas City, Memphis, Dallas, Houston)

West (Denver, Seattle, San Francisco, Los Angeles, Phoenix)

The focus of the Service Performance Manager is to lead a team of Service Zone Managers in working with our Ford dealer partners to achieve our mutual desired results in the following areas of the business:

Maximize Service Capacity

Dealer labor inventory (hours available and hours sold)

Shop production and efficiencies

Shop Metric development and accountability

Service Lane Process and Administration

VOR/Uptime Tool

Customer Retention

Lead technician recruitment and retention

Lead Market Area Service Capacity Growth Strategy Development and Implementation

Develop and present service capacity learnings to leadership team

Lead efforts to identify and implement solutions to increase service capacity across the Region.

Lead implementation and solutions across the Region

Cascade Shop production process training and management

Cascade Service Drive best practices internally and to Regional Teams to maximize productivity

Focus will be on Facility utilization, People, Technology and Process improvement

Leverage technology across fixed operations

Basic Qualifications

Bachelor Degree in the following fields of study:

Preferred fields include Business Related (Marketing, Management, Economics, Finance, Communications, Technology etc.)

Qualified candidates with bachelor’s degrees in other fields of study will also be considered

10+ years of automotive experience

Willingness to relocate now and in the future

Willingness to travel up to four nights a week

Must have a valid and unrestricted driver's license

Preferred Qualifications

Supervisory Experience

Dealership contact experience

Automotive dealership or independent fixed operations experience with Ford and/or Lincoln Brand

Ability to independently and proactively plan, organize, prioritize and problem-solve

Interest in the success of growing Ford dealers Fixed Operations Business

Ability to manage new product and service launches to market and effectively prioritize risks and resolutions

Experience developing or improving processes delivering products and services to customers

Strong planning competence

Ability to critically evaluate priorities within and between market and team demands

Negotiation skills and the ability to manage a wide portfolio of issues across multiple subject areas with written and verbal communications and understanding when and precisely what help is needed

Good listener and capable of quickly evaluating inputs with comfort and willingness to iterate solutions while maintaining deadlines and deliverables

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, and prescription drug coverage Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care 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.For a detailed look at our benefits, click here: 2023 New Hire Benefits Summary LL5 (ford.com) (https://corporate.ford.com/content/dam/corporate/us/en-us/documents/careers/2023-benefits-and-comp-LL5-sal-plan-1.pdf)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 committed to a culturally diverse workforce. 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.Requisition ID : 23522