# Uptime Market Area Quarterback (Northeast) **Company**: Ford Motor Company **Location**: TX **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $65,100-$166,200 **Category**: Operations **Industry**: Automotive **Wikidata**: https://www.wikidata.org/wiki/Q44294 **Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/73745?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/job/uptime-market-area-quarterback-northeast-fabe48b4-d56/ ## Description In this position, you will be part of Ford's Uptime team, which focuses on minimizing vehicle downtime and ensuring timely, efficient repairs across the dealership network. The Uptime Market Area Quarterback (MAQB) owns key performance outcomes, with a primary focus on reducing Repair Order (RO) Duration and Reacquired Vehicle (RAV) or Buyback spend and improving 7- and 29-Day Containment uptime metrics, alongside other critical Key Performance Indicators (KPIs) that reflect dealership service excellence. Responsibilities: - Dealer Repair Capability and Capacity Requirements: You will educate and assist dealer management to understand and support the requirement for maintaining insight on RO duration via the Uptime Assist Tool. - Educate and Empower on RO Duration Management: You will educate and assist dealer management in understanding the importance of monitoring RO duration, support dealers in building internal accountability for tracking RO duration trends over time, and provide hands-on guidance to service teams on how to interpret Uptime Assist Tool data and apply it to daily operations. - Reduce RAV Requests and Increase Cash-and-Keep Rates: You will ensure vehicles are fixed timely and all escalations are completed within the required SLA to drive down RAV requests by getting customers back on the road. - Data Analytics Review and Development: You will capture and analyze metrics to identify at-risk dealerships in the Market to create a plan for addressing high RO duration, high repeat-repair, service repair inhibitors, warranty data, etc. - Prioritize, Plan, and Track At-Risk Dealer Performance: You will segment and prioritize dealers based on severity and frequency of performance concerns, develop tailored action plans for at-risk dealerships based on root data trends, and track their progress against benchmarks over time to measure improvement. - Corporate Resolution: You will develop, maintain, and promote Corporate and Dealer Performance Indicator to increase focus on uptime vs. downtime, and engage field team and corporate entities for support within the region. - Facilitate Cross-Organizational Communication and Escalation: You will serve as a liaison between dealers, field teams, and corporate stakeholders to resolve systemic performance barriers, escalate unresolved dealer performance issues to appropriate corporate resources for additional support, and ensure consistent communication of performance indicators across all levels of the organization. - Drive Measurable Results Through Best-in-Class Field Support: You will deliver Go-To-Market standards, hands-on field coaching, and proven best practices to help dealers hit clear RO duration targets, then monitor results and adjust strategies for sustained improvement. - Root Cause Analysis: You will work with Dealerships, Field Service Engineers, Zone Managers, Operation Managers on current process issues seen in repair information to develop solutions to improve RO Duration, 7 Day Containment, and 29 Day Containment metrics. - Sustain Root Cause Resolution Through Ongoing Review and Tracking: You will conduct regular reviews of dealer repair trends to catch recurring issues early, facilitate cross-functional problem-solving with dealer and field partners, and track solution effectiveness to continuously refine the approach based on containment metric outcomes. Qualifications: - Bachelor’s degree in Automotive Technology, Engineering, Business, or a related field. - Automotive fixed operations, dealership service, field service, or vehicle repair experience. - Strong understanding of the end-to-end vehicle service and repair process, including repair-order management, diagnostics, parts constraints, technician workflow, and customer vehicle uptime. - Experience working with dealership leadership and service teams to improve operational performance. - Demonstrated ability to analyze performance data, identify trends and root causes, and translate findings into actionable improvement plans. - Experience developing, implementing, and tracking corrective-action or dealer recovery plans with clear owners, milestones, and measurable results. - Knowledge of key service performance measures, such as RO duration, repeat repair, containment, warranty performance, escalations, customer uptime, and repair cycle time. - Strong project and program management skills, including prioritization, action tracking, stakeholder alignment, and follow-through. - Proven ability to work independently, manage multiple priorities, and resolve issues quickly in a dynamic field environment. - Excellent communication, coaching, and relationship-building skills, with the ability to influence dealership management, service personnel, field teams, and corporate partners. - Ability to facilitate cross-functional problem-solving and appropriately escalate issues that require additional support. - Strong analytical and computer skills, including Microsoft Office, Teams, SharePoint, and other business-reporting tools. - Ability to travel regularly, including weekly travel. Benefits: - Immediate medical, dental, vision, and prescription drug coverage - Paid parental leave, new parent ramp-up programs, subsidized back-up child care and more - Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments 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 - Generous vacation time, sick/personal time, and paid holidays, including between Christmas Eve and New Year’s Day Salary: - Salary grade 5: $65,100-$109,300 - Salary grade 6: $74,300-$124,500 - Salary grade 7: $86,600-$144,900 - Salary grade 8: $99,100-$166,200 For more fresh new jobs, check out [yubhub.co](https://yubhub.co/). ## Skills ### Required - Automotive Technology - Engineering - Business - Vehicle service and repair - Data analysis - Project management - Communication - Coaching - Relationship-building ### Nice to have - Ford-specific automotive repair technical training - Experience with Ford systems and tools - Hands-on technician, diagnostic, or repair experience - Experience managing or supporting warranty processes --- Source: [Apply at efds.fa.em5.oraclecloud.com](https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/73745?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)