Shire Jobs

Ford Pro is a global business unit within Ford dedicated to enhancing commercial customer productivity. Ford Pro provides a comprehensive suite of work-ready vehicles, products, and services for virtually every profession, supported by technology and designed for maximum uptime. Serving as a genuine one-stop solution, it offers an extensive range of electrified and internal combustion vehicles that integrate smoothly into the Ford Pro ecosystem. This ecosystem is designed to help customers’ businesses flourish today and in the new era of electrification, encompassing Vehicles, Charging, Servicing, and Intelligence (Telematics/Data).

Reporting to the Europe Quality Engineering Lead at Ford Pro Charging, the Ford Pro Quality Support Engineer (L3) is tasked with addressing and resolving technical issues that affect Ford Pro Charging, which in turn impact the customer’s ability to utilise the solution effectively for business and fleet optimisation. Your responsibilities will include supporting the triaging process (carried out by our L1/L2 support engineers) and providing technical support within specified Service Level Agreements (SLAs) and collaborating with engineering teams or vendors to swiftly resolve issues that affect customers, providing an L3 boots on the ground approach where needed to swiftly resolve issues, conduct installation audits, to repair/replace chargers and support 3rd party installers to correct, incorrect/incomplete or non-compliant installations where they occur.

This role then feeds into our continuous improvement process so that we can feed back into the L1 and L2 teams to improve their knowledge and solve customer issues more quickly as a result.

We are in search of talented individuals to join the Ford Pro Charging team and contribute significantly to providing a smooth customer experience across Ford Pro Charging’s UK market.

Joining our expanding organisation, you will play a pivotal role in creating a comprehensive solution aimed at helping our customers enhance uptime and productivity, whilst simplifying complexity and reducing ownership costs. Becoming part of the Ford Pro Charging team means you will enjoy all the benefits, rewards, and development opportunities expected from a diverse global leader. You will join a team that is at the forefront, with innovative solutions and reliable products - always ready to advance further.

• Provide technical support to customers who have experienced issues with their Electric Vehicle Supply Equipment (EVSE) or Charging Software Solution, either directly at customer sites or through our L1/L2 support engineer teams.

• Identify and rectify in-field failures/issues with of EVSE promptly.

• Collaborate with the Level 1 and Level 2 customer support teams in diagnosing issues related to customer charger hardware and software.

• Ensuring that appropriate follow-up Service Level Agreements (SLAs) are met.

• Log issues in Salesforce and potentially 3 rd party supplier systems, following up or escalating as required.

• Work closely with other members of the Customer Experience team to deliver consistently world-class customer service.

• Replicate issues in-house with the testing team, with the goal of developing solutions.

• Be prepared to engage in wider team and customer calls to explain more complex issues in a way that is digestible and understandable, providing solutions and explanations.

• Document and demonstrate solutions by developing flowcharts, layouts, diagrams, charts, etc.

• Provide information by collecting, analysing, and summarising development and service issues.

• Communicate and collaborate with internal and external engineering teams to diagnose faults and issues.

• Generate concise reports summarising issues found for senior management and other stakeholders, including identifying potential risks and opportunities.

• Manage pressure effectively from demanding customers who may be unable to commute or carry out their work due to a charging failure.

• Offer feedback through collaboration for any knowledge gaps or areas where additional training is needed to address a newly discovered issue or something different from what has been encountered before.

• NVQ level 3 in electrical installation / electrotechnical technology (time served - AM2).

• City & Guilds 2330 level 2 & 3 (or 2365 / 2360 part 1&2).

• 18th edition wiring regulations.

• Must have previous experience in workplace and domestic EVSE installations.

• Happy to travel across the UK to visit customer sites.

• Driving Licence entitling you to drive in the UK.

• Strong problem-solving skills enabling quick diagnosis and rectification of faults.

• Experience with collaboration tools and IT ticketing systems such as JIRA, SharePoint and Salesforce.

• Excellent communication skills, both verbal and written.

• Additional language skills would be advantageous, in addition to fluent English (verbal and written), e.g., French, German, Italian, etc.

• Experience in the E-Mobility sector with prior involvement in EV charging infrastructure.

Requisition ID : 31385