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

Job description

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. 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. 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 s...