Sr Team Leader Technical - ESP

About the Role

The Sr. Team Leader provides daily leadership and support for the ESP System Liaison Team to meet customer and employee satisfaction while achieving the business goals of the Program and Percepta. This role serves as a Subject Matter Expert (SME) on all advanced programming logic within ESPS and is fully accountable for the successful launch of the ESP/ESC in the USA, Canada, Middle East/Africa (MEA), and all programming E trackers within ESPS.

Responsibilities

• Analyze and prioritize tasks for employees.
• Maintain system and employee workloads to ensure program requirements and support are met.
• Evaluate and request custom Business Partner report requests.
• Serve as ESPS consultant to the ESP client regarding the feasibility of anticipated program launches and system changes.
• Manage actions and expectations with ESP vendors to keep integrated ESPS programming logic intact and business relations in good standing.
• Provide analysis, development, and writing of technical test scenarios and perform Customer Acceptance Testing for developed solutions.
• Analyze and scope areas of analysis, working with project managers, business partners, and outside vendors to clarify the level and complexity of the business analysis effort needed for new projects.
• Provide system logic training and support to ESP departmental personnel, system owners who interface with the ESP system, and vendors/suppliers to the ESP program.
• Accountable for the prioritization and successful completion of Etrackers.
• Serve as Consultant to the client in the review and planning of unique/unconventional system solutions for improving the ESP business within ESPS.
• Define and manage the magnitude of reported system concerns to assess the risk to the business.
• Communicate all program changes, enhancements, new version releases, etc., to the appropriate personnel within Ford Motor Company and all related ESP business groups.
• Manage personnel issues including maintaining discussion logs, coaching/counseling, performance reviews, time sheet approvals, recruitment of new employees, and all other staff-related matters.
• Ensure employees have the necessary training and support to perform their job responsibilities.
• Adhere to and support all Percepta and Business Partner initiatives and requests.
• Promote teamwork and employee development.
• Lead weekly team meetings.
• Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance.
• Complete training courses as directed by Operations and/or Training.
• Maintain professional working relationships.
• Complete additional responsibilities and projects as needed.

Requirements

• Associates degree or 2+ years of college, or equivalent work experience.
• Strong understanding of ESP business, including product offerings, program knowledge, ESP system structure/setup, and financial impact of changes within the system.
• Ability to document functional and technical product/system requirements.
• Knowledge of product/system development, implementation, and testing processes.
• Experience in project managing product/system development initiatives.
• Supervisory/leadership experience is required.
• System Liaison knowledge and experience is required.
• Knowledge of ESPS – maintenance, operation, program logic, and current business.

Skills

• Ability to work well with all levels of the organization.
• Logical thinker with strong troubleshooting and technical system analysis skills.
• Ability to interact effectively with all internal departments and Percepta representatives.
• Works well independently and in a team environment.
• Coaching, mentoring, and supervisory skills.
• Leadership and team-building skills.
• Good judgment in conflict resolution.
• Ability to create a supportive and conducive adult learning environment.
• Ability to drive employee satisfaction.
• Professional representation of Percepta with all clients and external organizations.
• Knowledge of Percepta Human Resources Policies and Procedures, including Employee Relations/Corrective Action, Coaching and Feedback, Behavior-Based Interviewing, and Harassment/Professionalism in the Workplace.
• Strong time management, organization, and planning skills.
• Able to prioritize, multitask, adapt, and thrive in a fast-paced, results-driven technical environment.
• Strong customer service, interpersonal, and relationship-building skills.
• Ability to analyze agent customer handling and case management results to identify root causes of performance/process issues.
• Professional and effective communication skills, both oral and written.
• Ability to exercise independent judgment and decision-making.
• Self-starter who demonstrates initiative, resourcefulness, and ability to work independently and interdependently among a team.

Schedule

Hours of program operation are 8:30 am to 5:00 pm, Monday - Friday (US-MI-Dearborn).