Sr. BESS Service Engineering Manager, Ford Energy

As the Senior Technical BESS Service Engineering Manager, you will be responsible for defining technical serviceability, diagnostic capability, Safety procedures and field quality execution across the platform. You will serve as the technical authority within the service organization, bridging the gap between engineering, manufacturing, and field operations. Your mission is to ensure that every product is designed and supported to maximize customer uptime and deliver a seamless, high-quality ownership experience.

Key Responsibilities

• Act as the technical authority bridging product development and service execution to ensure a customer-centric service model.
• Define the technical service system, ensuring products are designed, validated, and supported to operate reliably at scale.
• Align engineering and manufacturing deliverables with service requirements to reduce customer mean-time-to-repair (MTTR).
• Integrate technical service requirements into platform and product development to ensure 'service-first' engineering.

Serviceability & Diagnostic Definition

• Define comprehensive service information, including diagnostic procedures, troubleshooting paths, repair methods, and work instructions that simplify the customer support journey.
• Establish standards for service manuals, bulletins, and technical knowledge systems to ensure field technicians can resolve issues quickly, accurately and repeatedly.
• Ensure serviceability requirements are embedded in product design and validation processes to minimize customer downtime.
• Define diagnostic methods, test procedures, and tooling required for superior field support.

Diagnostic Support & Technical Escalation

• Define diagnostic support models, including escalation paths and advanced troubleshooting capabilities, to provide rapid resolution for customers.
• Establish technical assistance structures for complex or unresolved issues, ensuring a high 'first-time fix' rate.
• Standardize issue investigation and resolution approaches to maintain consistency in the customer service experience.

Field Quality, Safety, Reliability & Continuous Improvement

• Define failure intake processes and severity classifications to proactively manage customer-impacting events.
• Develop and Implement 'Safety First' procedures that are repeatable and scalable to ensure the care of Ford employees.
• Drive corrective action processes, including root cause analysis and permanent fixes, to prevent recurring issues for the customer.
• Define reliability metrics and failure tracking across the installed base to monitor and improve customer satisfaction.
• Translate field insights into actionable design improvements, closing the loop between the customer's real-world experience and engineering.