You will be part of the FCSD Retail marketing Team, playing a critical role in leveraging data science to drive significant business impact within Ford Customer Service Division. As a Data Analyst & Systems Support Specialist, you will translate complex business challenges into data-driven solutions. This involves partnering closely with stakeholders to understand problems, working with diverse data sources (including within GCP), developing and deploying scalable Analytical models(Dashboards, Dashbots), and communicating actionable insights that deliver measurable results for Ford.
Responsibilities
As a Data Analyst :
- Build an in-depth understanding of the business domain and data sources, demonstrating strong business acumen.
- Extract, analyze, and transform data using SQL for insights.
- Apply statistical methods and develop analytical models to solve business problems.
- Design and implement analytical solutions, contributing to their deployment, ideally leveraging Cloud environments.
- Work closely and collaboratively with stakeholders like NA business systems( DCDS/UDB) team, Dealer operation excellence team, Whole sale team & GDIA within an agile development environment.
- For real-world impact, Integrate and operationalize Analytical models such as
- Project based insights using data,
- Dashboard building
- Ad-hoc requirements(reports or analytics)
- Frequency based report out
- Monitor the performance and impact of deployed models, iterating & automating the work as needed.
- Present findings and recommendations effectively to both technical and non-technical audiences to inform and drive business decisions.
As a Systems Support specialist:
- Support Certification of DMS for upgrade to a new specification recommended by NA DCDS team.
- Work with Stakeholders mentioned above to create scope for any DMS enhancement required for Business.
- Manage dealer data transfers, monitor fallen feeds, and coordinate with the DMS Support Desk.
- Track and resolve DTMS messages, support tickets, and escalate issues beyond agreed timelines.
- Resolve UDB queries and support DMS/Dealership personnel with accurate, timely responses.
- Train and coach Dealer Teams on UDB processes and effective use of the FCSD Dashboard.
- Conduct weekly governance to ensure timely issue resolution and continuous data flow.
Qualifications
Qualifications:
- At least 3 years of relevant professional experience applying data science techniques to solve business problems. This includes demonstrated hands-on proficiency with SQL.
- Bachelor Degree in relevant field.
- Hands-on experience in conducting data analysis and drawing insights for the business.
- Hands on project experience in automobile aftersales or Customer service operations is an added advantage(Optional)
Technical Skills:
- Proficiency in SQL, including the ability to write and optimize queries for data extraction and analysis.
- Proficiency in GCP(Big query), Advanced Excel, Alteryx workflow, Visualisation tools like Power BI & Qliksense.
- Know how of Dealer management System in Auto OEM or any CRM systems used to manage customer transactions.
Functional Skills:
- Proven ability to understand and formulate business problem statements.
- Ability to translate Business Problem statements into data science problems.
- Strong problem-solving ability, with the capacity to analyze complex issues and develop effective solutions.
- After sales experience with analytical skills, know how on dealer service
- Excellent verbal and written communication skills, with a demonstrated ability to translate complex technical information and results into simple, understandable language for non-technical audiences.
- Strong business engagement skills, including the ability to build relationships, collaborate effectively with stakeholders, and contribute to data-driven decision-making.
