Ford Pro is a global business within Ford committed to commercial customer productivity. Ford Pro delivers a work-ready suite of vehicles, products, and services for virtually every vocation, backed by technology and engineered for uptime. A true one-stop shop, offering a full portfolio of electrified and internal combustion vehicles designed to integrate seamlessly with the Ford Pro ecosystem, helping customers’ businesses thrive today and into new era of electrification - an ecosystem which includes Vehicles, Charging, Servicing, and Intelligence (Telematics/Data).
Reporting to the Europe Quality Lead, Ford Pro, the Ford Pro Charging Technical Support Specialist (L2) is to action and resolve technical issues impacting Ford Pro Charging and Intelligence solutions impacting the customer’s ability to successfully use the solution to optimize business and fleet needs. You will be responsible to triage and identify root technical issues with defined SLAs and work with the engineering, field, or vendors to efficiently resolve customer impacting issues.
We’re looking for talented individuals to join the Ford Pro team and play an integral role in delivering a seamless customer experience across Ford Pro European Markets.
You’ll be part of a growing organization on a mission to create a one-stop shop to help our customers increase uptime and productivity, while reducing complexity and cost of ownership. When you join the Ford Pro team you will discover all the benefits, rewards and development opportunities you’d expect from a diverse global leader. You’ll become part of a team that is already leading the way, with ingenious solutions and robust products - and it is always ready to go further.
Key Responsibilities
- Provide technical support to customers who have experienced temporary failure of Electric Vehicle Supply Equipment (EVSE)
- Fault find and rectify in-field failures of EVSE in a timely manner
- Work with Level 1 customer support team in diagnosing customer charger hardware and software issues
- Escalate to Level 3 engineering or Hardware OEMs as necessary while ensuring appropriate follow-up SLAs are met
- Log bugs in Salesforce and follow-up/escalate as required
- Work within customer SLAs to ensure timely responses and solutions are presented and updated
- Work closely with other members of the Customer Experience team to ensure world-class customer service is consistently delivered
- Reproduce issues in-house with the aim to develop work-arounds and solutions
- Be willing to jump onto a customer call to walk them through and distill a more complex issue into digestible and understandable solutions and explanations
- Document and demonstrate solutions by developing flowcharts, layouts, diagrams, charts etc.
- Provide information by collecting, analysing, and summarising development and service issues
- Collaborate with a distributed team of developers, engineers and subject matter experts
- Analyse and improve application performance, reliability, availability, scalability
- Ability to understand proprietary software and its role in the EVSE chain.
- Setting and managing customer expectations from the onset and throughout the fault rectification process.
- Ability to record detailed issues found for dissection by other members of the team.
- Liaise and engage with internal engineering teams based in Europe to diagnose faults.
- Provide comprehensive site reports detailing problems faced and solutions implemented.
- Ability to generate concise reports summarising issues found for senior management and other stakeholders, including spotting new potential sales opportunities
- Be able to handle pressure with demanding customers who may be unable to get to work or carry out their work due to a charging failure
- Feedback through collaboration for any knowledge gaps or items where you may need additional training to cover a new found issue or something different to what has been found before
Requirements
- Bachelor’s degree or equivalent
- Working knowledge of BS: 7671 18th Edition Wiring Regulations would be advantageous
- Strong analytical skills which allow faults to be diagnosed and and rectified quickly.
- Experience working with standard Office tools (Outlook, Excel,Word, PowerPoint etc.)
- Experience workingwith collaboration tools and IT ticketing systems such as Sharepoint and Salesforce
- Excellent communication skills both verbal and written.
- Additional languages would be an asset, alongside fluent English (verbal and written) (French, German, Italian etc)
Preferred:
- Experience in the E-Mobility industry with previous experience working on EV charging infrastructure.
- Experience with electrical installations in multiple European regions.
- Experience with electrical regulations in more than one European region.
Ford is committed to diversity and equality of opportunity for all and is opposed to any form of less favourable treatment or harassment on the grounds of race, religion or belief, sex, marriage and civil partnership, pregnancy and maternity, age, sexual orientation, gender reassignment or disability.
Location: Hybrid role but required 3 days per week in the office.
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