at Ford Motor Company in Springfield, Illinois, United States
Job Description
Our Marketing, Sales & Service organization advances Ford’s reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales, and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears, and voice of Ford/Lincoln.
In this position…
Lincoln Ownership Specialist… Be a Role Model and Changemaker. Help foster engagement by contributing to a culture of inclusiveness. Focus on key initiatives that drive retailer performance and elevate our Lincoln brand perception.
The focus of this position will be to achieve performance objectives and support Lincoln retailers through execution of the strategic initiatives that focus on retention and advocacy of our Lincoln Client Base, in addition to increasing the capacity and efficiencies within your designated zone.
What you’ll do…
Improving Lincoln Retailer Performance
- Identify opportunities to grow Parts & Service Business with underperforming retailers
- Play to WIN – Develop opportunities to raise the bar with high performing stores
- Consult with retailers to achieve their retail traffic & parts sales growth objectives through effective execution of capacity initiatives and executing new service product offerings (ie: Mobile Service)
- Champion Ownership sales and marketing programs; be the subject matter expert for Lincoln retailers
- Champion Lincoln Connected Service Leads and consult with retailers to ensure a process is in place to provide a proactive experience for Lincoln clients to meet their service needs resulting in successful modem leads to RO conversions
- Consult with Lincoln retailers regarding effective implementation of programs and advertising/merchandising strategies
- Achieve enrollment & Retailer participation in targeted Lincoln initiatives including Lincoln Commitment Program (LCP), Pickup & Delivery (PDL), and Mobile Service (MS)
- Implement and execute efforts to improve parts department inventory management
- Consult with retailers to achieve/maintain technical & non-technical training certifications
- Monitor retailer F&I Dept performance and identify opportunities to grow Lincoln Protect Repair and Maintenance Contract Sales
- Execute key initiatives and assignments and obtain 100% completion before deadline
- Monitor Warranty performance (Warranty Measurement, Warranty Counseling Process, Warranty Labor Rate programs, etc), Lincoln Loyalty performance and other spending (promotions, events, etc) within territory; represent Ford Motor Company in key policy meetings with Retailer Principals
- Collaborate with involved parties to consult and communicate information regarding the Warranty Counseling Process and in-store Lincoln Loyalty processes
Client Satisfaction & Loyalty
- Consult retailers on Lincoln ownership benefits, resources and product features that are introduced to new clients and leveraged to increase client retention (LincolnWay App, MS, PDL, etc.)
- Support Ford Customer Service Dept new product launches including client handling and early quality feedback processes
- Consult with retailers to improve client advocacy for the Lincoln Brand and their store through in-depth analysis and action planning with Net Promoter Score
- Consult with retailers on achieving Lincoln Commitment Program compliance
- Consult with retailers on Lincoln Loyalty Program budget management and effective decision making
Act as the Voice/Face of Lincoln for clients
- Assist with special handling requests from Consumer Affairs & Concierge partners
- Assist retailers with reducing Vehicle Off Road days by procuring parts to resolve client concerns and ensure COPIS processes are followed
- Train Retailer personnel in use of client handling-related data management systems including GCCT, COPIS
- Support Reacquired Vehicle (RAV) handling with retailers, Clients and Concierge Partners, as needed
- Direct contact with clients to help address/resolve concerns, as needed
Service Capacity
- Evaluate service capacity needs and action plan with stores to improve their capacity through Mobile Service, improved scheduling processes, effective shop management, and additional service bays
- Support technician growth throughout zone by working with facing Technician Placement Specialist
Lincoln Way & Remote Experiences Implementation
- Oversee retailer Remote Experiences implementation & usage as a key ownership benefit
- Consult with retailers to improve their PDL process & Mobile Service throughput
- Promote Lincoln Way app usage & support retailer messaging
- Promote and support connected-car/mobility initiatives (Lincoln Way App Downloads, Embedded Modem Activations, Vehicle Service Leads, etc)
Implement Tier III Lincoln Messaging Plans
- Participate & support Lincoln Roundtable Meetings
- Support successful execution of Lincoln Ownership advertising to message meeting clients on their terms
Client/Retailer Handling and Satisfaction
- Consult with retailers regarding overall client handling efforts
- Review retailer issues regarding emerging product concerns and program issues (processing of awards, reporting concerns and deviations, etc)
You’ll have…
+ Bachelors degree in Business Administration, Finance, or similar
+ 1+ year of experience with Sales, CX or FCSD Field experience.
+ Ability to accomodate travel up to 50% and occasional overnight travel.
+ 1+ years of Automotive Dealer contact experience
+ 1+ years of experience executing and impacting Dealer Fixed Operations Performance
+ Excellent written and presentation communication skills
+ Excellent time management and organizational skills with managing multiple priorities and assignments
+ Foster Functional and Technical Excellence- Passion for the business, ensure process discipline and continuous improvement
+ Own Working Together-Build strong relationships, team player, clear communication skills
+ Deliver Results -Develop strategic plans, holds oneself and Retail Partners accountable for delivering results and satisfying our clients, makes sound decisions using facts and data
ou may not check every box, or your experience may look a little different from what we’ve outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:
- Immediate medical, dental, and prescription drug coverage
- Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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
- A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
- Paid time off and the option to purchase additional vacation time.
For a detailed look at our benefits, click here:
2024 Ford New Hire Benefits Summary (https://corporate.ford.com/content/dam/corporate/us/en-us/documents/careers/2024-benefits-and-comp-GSR-sal-plan-1.pdf)
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will
