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The Learning and Development Hotline Trainer reports to the Learning and Development Supervisor. They will be the go-to person for assistance and have established relationships with other organizations where requests may be escalated (Diagnostics service, concern ID, PD engineering). They will also be expected to interface with dealer service management and/or dealer principals to assist with the resolution of technical vehicle concerns and to provide constructive feedback.

The Hotline Trainer coaches and councils’ quality improvement and process adherence of the technical support case managers to help meet target objectives. They will provide on-the-spot guidance, audit calls and provide calibration across their team to achieve consistent performance.

They will have responsibility for finding training opportunities, developing individual training plans, and ensuring that their team’s overall training is on track to meet objectives.

1. Collaborate with Technical Support Operations leadership: Work closely with TSO leadership to identify training needs, develop training programs, and ensure alignment with strategies and goals.
2. Develop engaging training materials in various formats such as e-modules, instructor-led, and blended learning to meet business needs and in alignment with best practices and training trends to maximize engagement and learning retention.
3. Deliver live training sessions: Plan, organize, and conduct in-person training sessions to ensure team members have the knowledge and skills needed to effectively provide repair assistance and services to Dealers and Technicians. Topics will vary from communication, Customer Experience and Ford Operating System Behaviors.
4. Conduct virtual training: Develop and deliver virtual training sessions using various platforms to reach a wider audience and provide ongoing support to the field team.
5. Observe and coach the Hotline team by reviewing dealer contacts, documentation, and share feedback of best practices to ensure the best communication methods for quality responses are used and the response is technically accurate for the vehicle repair to support the Fix It Right the First-Time objective.
6. Provide coaching on technical processes, professionalism, soft skills, leadership, etc.
7. Measure training effectiveness: Establish and track key performance indicators (KPIs) to measure the effectiveness of training programs and provide regular reports on training results to management. (Handle Time, contacts per day)
8. On-board new Team members, ensuring access to all applications and systems. Conduct new hire training for specialized Systems (HAR, GCQIS, GTAC, TACOS, etc.)
9. Administer new employee performance and technical check-point assessment process on set increments to ensure fair and data driven feedback.
10. Facilitate quality calibration sessions and peer sessions for team members to ensure effective communication and technical skills to support the customer (Technicians, Dealer Service Advisor)
11. Participates in the testing of new training programs and provides valuable feedback to ensure successful future training deployment initiatives. Monitors and evaluates the progress of trainees and the effectiveness of training using both formal and informal, written, and other evaluation tools.

• High School Diploma
• 2+ years of technical automotive experience
• 2+ years of process coordination experience

Even Better, You May Have

• Associates degree (60 credit hours completed). Bachelor’s degree preferred.
• Possess strong interpersonal skills, with the ability to demonstrate professionalism in all actions.
• Reliable & diligent worker
• Collaborative team player
• Believe in skilled and motivated people working together.
• Focused on continuous development of self and others.
• Ability to work independently, forward-thinking.
• Excellent verbal and written communication skills with the ability to communicate effectively with all levels of management in varying areas of the organization
• Experience training including sound understanding of adult learning theories

You 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, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, 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 more information on salary and benefits, click here: https://fordcareers.co/GSRSP1

This position is a range of salary grades 5-6 .

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 be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.