Technician Success Process Coordinator
We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.
In this position...
The Technician Success Process Coordinator is a pivotal role dedicated to empowering the next generation of automotive technicians through the daily execution and continuous improvement of key educational and developmental programs (FAST, ACE, and Vehicle Donations).
- You will be responsible for the day-to-day manual processing and stakeholder coordination required to keep these programs running smoothly. However, as our technical training ecosystem evolves, so does this individual contributor role and you will also act as a catalyst for process innovation. You will leverage data insights, explore AI and automation tools and be instrumental in transforming legacy manual processes into scalable, technology-enabled workflows, to drive efficiency and enhance the user experience for Dealerships, schools, and field personnel.
What you'll do...
Process Coordination & Continuous Improvement (FAST & ACE)
- Execute the Ford Accepted Service Training (FAST) program by reviewing training histories, comparing to Ford training, issuing equivalencies, and tracking metrics.
- Future-State Enablement: Spearhead the transition in FAST from manual tracking to automated workflows, actively exploring and implementing AI-assisted tools to streamline training history reviews and process scalability.
- Administer the Automotive Career Exploration (ACE) portal, processing applications for new programs, updating existing frameworks, and performing backend data management.
- Future-State Enablement: Spearhead the pivot from volume to value for ACE, launching planned portal dashboards and digital platforms.
- Lead ACE pilots designed to improve the program - troubleshooting issues, providing instructor usage reporting, and ensuring seamless Learning Management Systems (LMS) integration.
- Partner with the Curriculum Team annually to ensure program alignment and drive curriculum enhancements as well as potential training equivalencies.
- Create and distribute clear, comprehensive training materials for field teams and schools to clarify processes and digital tool usage
Data Analysis & Insights
- Gather, analyze, and synthesize data from multiple sources (training utilization, portal activity, and outcomes) to drive continuous improvement and operational decision-making.
- Translate complex data into actionable insights and clear reports, effectively communicating program performance and metrics to the People Leader and key stakeholders.
- Proactively identify trends, bottlenecks, and opportunities through data analysis to inform process updates and efficiency gains.
- Ensure data integrity and accountability across platforms, grounding decisions in measurable outcomes.
Technology Enablement & Vendor Collaboration
- Assess current manual workflows and help identify, explore, and implement automation, AI-driven, or digital tools to improve efficiency, scalability, and the user experience.
- Manage monthly data reporting and system transfers, ensuring seamless integration and data accuracy between external LMS platforms and Ford’s STARS system.
- Act as the primary liaison with portal and LMS suppliers, troubleshooting system issues, managing user access, and advocating for functionality enhancements.
- Explore innovative approaches to accelerate and simplify administrative processes without sacrificing quality.
End-to-End Vehicle Donation Operations
- Collaborate with the Damaged Vehicle Operations team to identify total-loss vehicles suitable for educational donation.
- Partner with the field teams to strategically match donation vehicles with the most qualified educational institutions and sponsoring Dealers.
- Manage end-to-end logistics: arrange shipping quotes (Dealer-paid and Ford-paid), dispatch shipments, and handle ad hoc out-of-process requests.
- Coordinate cross-functionally with the Office of General Counsel (OGC) to address school contract modifications, and work with 3rd-party titling companies to secure MSOs/titles and transfer ownership.
Support other SE&O departments by routing vehicles unsuitable for donation to parts harvesting.
