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In this position... 
As part of the Ford Customer Service Division (FCSD) strategy to reimagining the dealer support model, Service Engineering Operations is standing up a new dedicated Hotline function to receive and resolve Technical Support Requests (TSR) from dealer technicians. The team’s focus will be on delivering timely and consistent response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

This Operations Supervisor reports to the Technical Hotline Director, and is responsible for tracking Hotline KPIs (Service Level Agreements) SLAs for Response Times, Handle Times, and Repair Plan delivery, Tech Satisfaction, etc.) to monitor and impact daily management of overall team performance.  They will develop broader reporting and conduct ad hoc data analyses to investigate efficiency opportunities, operate as the the SPOC for the 3rd party software hotline, align strategies with other global hotline leads, and oversee special projects.