Software Escalation Team Lead

Ford Motor Company

Ford Software Escalation Team Lead leading support teams and resolving software failures affecting customer vehicles. Improving diagnostic tools, data quality, and technician issue resolution.

Posted 9/10/2026full-timeAllen Park • Missouri • 🇺🇸 United StatesSenior💰 $99,100 - $166,200 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading teams and providing SME guidance while effectively resolving software and data issues impacting customer vehicles. Proficient in utilizing JIRA and developer tools to enhance data quality and support cross-functional collaboration.

Highest-signal resume keywords

Team LeadershipJIRA Software ManagementMulti Module Over the Air (MMOTA) ProficiencyProblem SolvingCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisDiagnostic Software ResolutionReporting Metrics DevelopmentTechnical Assistance SupportStakeholder Identification

Soft Skills

Self-MotivatedDynamic Environment AdaptabilityContinuous Improvement Mindset

Tools & Technologies

JIRADeveloper Tools

Certifications & Qualifications

Bachelor's Degree or Equivalent

Industry Keywords

Ford Multi Module Over the Air (MMOTA) EcosystemSoftware FailuresField Service EngineersHMIUX

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead two sub-teams, including training, performance management, and SME guidance
Provide SME guidance for the L2 FSA Verification (SVT) sub-team
Gain proficiency in the multi-module over-the-air (MMOTA) process
Provide responsive escalation support to Technical Assistance Centers and Field Service Engineers for software failures and data issues affecting customer vehicles
Supervise prompt resolution of diagnostic software challenges hindering technicians
Identify stakeholders and root causes
Collaborate with cross-functional teams on interim containment and preventative corrective actions
Act on early warning reports to rectify data and systemic issues
Develop reporting metrics using Jira and other supporting sources
Establish feedback mechanisms and processes
Use developer tools to troubleshoot service issues and improve back-end data quality
Work with Product Development engineers and teams to prioritize and action issues affecting service technicians

Requirements

What you’ll need

Bachelor's Degree or equivalent
Strong verbal and written communication skills
Desire to learn about vehicle and module interaction
Strong computer skills
Self-motivated problem solver with the ability to thrive in a dynamic environment and desire for continuous improvement
Familiarity with the Ford Multi Module Over the Air (MMOTA) ecosystem
Experience and knowledge with JIRA cloud or similar software management tools
Ability to communicate with various global software/data tool owners to drive changes relating to data, HMI and UX
Must be legally authorized to work in the United States
Visa sponsorship is not available

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days
Paid parental leave
New parent ramp-up programs
Subsidized back-up child care
Family building benefits including adoption and surrogacy expense reimbursement
Fertility treatments
Vehicle discount program for employees and family members
Management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
Generous schedule of paid holidays, including the week between Christmas and New Year’s Day
Paid time off
Option to purchase additional vacation time