Ken Goebel
Southport,NC
Summary
Retired Dealer Technical Support Operations Manager at Ford Motor Company with a proven track record in all aspects of managing product concern identification and resolution. I possess the technical competency to work effectively with engineering organizations and dealers, as well as the ability to relate to and understand customers and their concerns.
Detail-oriented, with exceptional communication and project management skills, and with a proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. I take a proactive approach in working cross-functionally to drive customer satisfaction and operational excellence. Skilled in enhancing systems and aligning technical solutions with business objectives.
Overview
2018
2018
years of professional experience
Work History
Technical Support Operations Manager
Ford Motor Company
10.2014 - 09.2017
- Managed Regional Field Service Engineers, Service Training Instructors, and Training Center facilities
- Responsible for dealer technical training and repair capability, Rotunda Service tool and equipment sales, and technician recruiting.
- Supervised operations staff for compliance to company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Recall Program Manager
Ford Motor Company
03.2000 - 09.2014
- Membership on the company's Critical Concern Review Board along with the Automotive Safety Office and Office of General Counsel.
- Developed and implemented Safety and Emissions recall and Customer Satisfaction programs.
- Led a team of analysts in developing cost effective and timely repair or corrective action procedures.
- Identified affected vehicles, developed program implementation strategies, developed service procedures and labor time standards, identified parts requirements, secured program approvals.
- Developed Dealer Bulletins and Customer Notification communications.
- Launch programs and monitor program performance and completion rates. Identify and implement strategies to increase program effectiveness and completion rates.
Diesel Warranty Commodity Manager
Ford Motor Company
07.2009 - 11.2010
- This was a special assignment while serving as Recall Program Manager to improve diesel service repair procedures and reduce high warranty costs.
- Reviewed field data and analyzed returned parts to quantify the effectiveness of existing Technical Service Bulleting and OASIS Messages
- Interfaced with the responsible engineering groups and Field Service Engineers to develop improved repair procedures.
- Consolidated multiple overlapping, conflicting and contradictory Technical Service Bulletins into a single comprehensive and effective TSB that improved dealer repair capability and customer satisfaction, and reduced warranty costs by $2.0M per day.
Plant Vehicle Team Program Manager
Ford Motor Company
1997 - 2000
- Represented Ford Customer Service Division, and the voice of the customer, to the vehicle assembly plant.
- Lead a cross-functional team to identify, quantify, and resolve product concerns and dealer service issues to improve dealer repair capability and customer satisfaction, and reduce warranty costs.
North American Regional Specialist
Ford Motor Company
1995 - 1997
- Represent Ford of Mexico and Ford of Canada to the U.S. based quality and engineering offices.
- Assist Ford of Mexico and Ford of Canada in quantifying and communicating their unique market product concerns to the U.S. engineering teams for resolution. Introduce U.S. based teams to the reality of these unique market environments, and facilitate prove-out of the effectiveness of corrective actions in market conditions.
- Serve as the voice of the FoM and FoC markets to all U.S. based engineering and customer service teams.
Powertrain Launch Leader
Ford Motor Company
1992 - 1995
- Represented U.S. based Powertrain Engineering teams in the launch of Ford's first Global Vehicle at European, Mexican and U.S. assembly plants.
- Responsible for facilitating resolution of all powertrain related product concerns by interfacing with responsible U.S. based design and development teams.
- Conducted vehicle evaluations to identify customer concerns, and worked closely with assembly plant operations to identify assembly feasibility issues.
- Developed powertrain decking procedures for market unique powertrain combinations.
- Tracked all issues to closure, and presented Launch Readiness Assessments to senior management.
- Monitored post-launch quality indicators and prepared OASIS messages and Technical Service Bulletins to address field concerns.
Government Regulations Manager
Ford Motor Company
1989 - 1992
- Responsible for the Lorain and Avon Lake Assembly Plant compliance with Federal Motor Vehicle Safety and Emissions Standards.
- Conduct process and product audits to ensure compliance.
- Identify, implement, and track effectiveness of corrective actions for non-standard issues.
- Successfully led both plants through the training, documentation, and quality assurance requirements of ISO9000 certification.
Powertrain Launch Analyst
Ford Motor Company
1985 - 1989
- Represented the Powertrain Engineering Design and Development organizations on co-located New Vehicle Launch Teams for consecrative model years.
- Worked cross-functionally to identify and facilitate resolution of all issues related to assembly feasibility and final product quality of all powertrain components and systems, as well as their interactions with non-powertrain systems.
- Conducted completed vehicle and assembly process evaluations to identify potential issues and to confirm effectiveness of corrective actions..
- Monitored quality and field indicators post-launch to identify emerging issues, and facilitated the resolution of concerns.
- Kept management informed of all issues and tracked each issue to closure.
Quality Analyst
Ford Motor Company
1983 - 1985
- Monitored warranty and field indicators to identify issues with Front End Accessory Drive components and systems.
- Assisted engineering in the scheduling and set up of tests for system performance.
- Ran a hotline to assist dealers in resolving drivability concerns on vehicles equipped with variable-venturi carburetors.
- Tracked open issues and generated and Product Quality Reports
Test Technician
Ford Motor Company
1977 - 1983
- Conducted functional performance and durability testing on vehicle components, assemblies, and systems.
Dealer Repair Technician
Stuart Wilson Ford
1975 - 1977
- Certified Technician in repair of all vehicle systems by the National Institute of Automotive Service Excellence
Education
Automotive Service
Chrysler Automotive Institute
Livonia, MIGeneral Business
Henry Ford Community College
Dearborn, MIGeneral Business
University of Michigan, Dearborn
Dearborn, MIGeneral Business
Central Michigan University
Dearborn, MISkills
- Customer engagement expertise
- Ford product development and vehicle assembly operations expertise
- Dealer operations expertise
- Dealer and customer communication expertise
- Technical writing and service procedure development expertise
- Technical aptitude to understand complex product concerns from multiple perspectives (company, dealer, and customer)
- High attention to detail, with clear and concise written communications
Timeline
Technical Support Operations Manager
Ford Motor Company
10.2014 - 09.2017
Diesel Warranty Commodity Manager
Ford Motor Company
07.2009 - 11.2010
Recall Program Manager
Ford Motor Company
03.2000 - 09.2014
Plant Vehicle Team Program Manager
Ford Motor Company
1997 - 2000
North American Regional Specialist
Ford Motor Company
1995 - 1997
Powertrain Launch Leader
Ford Motor Company
1992 - 1995
Government Regulations Manager
Ford Motor Company
1989 - 1992
Powertrain Launch Analyst
Ford Motor Company
1985 - 1989
Quality Analyst
Ford Motor Company
1983 - 1985
Test Technician
Ford Motor Company
1977 - 1983
Dealer Repair Technician
Stuart Wilson Ford
1975 - 1977
Automotive Service
Chrysler Automotive Institute
General Business
Henry Ford Community College
General Business
University of Michigan, Dearborn
General Business
Central Michigan University