Sr. Program Manager, Warranty and Service Quality, Ford Energy

You will develop and lead the processes needed to improve field quality, strengthen internal service execution, and drive supplier accountability, ensuring that any quality issues are resolved at the root cause to sustain customer trust.

Key Responsibilities

• Own the operating framework for warranty and service quality, ensuring it supports a high-quality customer journey.
• Establish warranty policies and service quality standards that protect the customer from defects and non-conformances.
• Drive alignment across service, engineering, and supply chain to ensure quality issues are resolved holistically.

Warranty & Internal Service Quality

• Lead warranty operations and governance, monitoring trends to identify emerging risks to customer satisfaction.
• Define and implement service quality standards across field service and commissioning to ensure repair effectiveness and procedural compliance.
• Partner with service leadership to improve first-time fix performance and field execution discipline.

Field Quality & Root Cause Resolution

• Lead the intake and triage of field quality issues, ensuring that customer-impacting failures are prioritized for immediate resolution.
• Drive cross-functional root cause investigations and ensure corrective actions are verified and sustained across the fleet.
• Establish evidence requirements and failure documentation standards to support sound technical and commercial conclusions.

Supplier Quality & Cost Recovery

• Partner with Supply Chain to drive supplier accountability for defects, ensuring the customer experience is not compromised by component failures.
• Develop and manage chargeback processes tied to supplier-caused failures and warranty events.
• Translate warranty and quality insights into actionable improvements for future product designs and supplier selections.