Global Pc Hardware Integration Engineer

Department Description

The Client Productivity department is responsible for:

• Microsoft Windows operating system lifecycle management
• The Ubuntu Desktop operating system platform
• Microsoft Office Applications and other client tools
• Client encryption services
• Asset / configuration management and software delivery
• Client Management infrastructure and services, including traditional and MDM
• Standards for PC hardware, tablets, printers, etc.
• Testing and certification for desktop client software and hardware
• Direct relationships with Microsoft and Hardware OEM Provider for strategic client strategies and support

Position Overview/Description:

We are looking for an individual to help drive Ford Motor Company’s Client Hardware service offering to the next level of a frictionless customer experience. This person will support efforts to define, engineer, and support new PC hardware solutions within the Client Productivity space, specifically focused on improving the capabilities of these solutions for our customers. He or she will partner with internal and external personnel resources across teams to complete these objectives. Creativity and analytical thinking will be used to shape the offering to a focused client strategy in order to ensure successful deployment and use of the clients across the enterprise, with a focus on customer experience, sustainability, and security compliance.

This team is comprised of seasoned engineers committed to delivering high quality technology experiences and helping the business succeed. We have team members across the globe and build the client service experience to cover Ford Motor Company’s entire global footprint.

Required Skills:

• A passion for end-user technology
• General understanding and use of PC hardware componentry.
• General understanding of client operating systems
• General understanding of client device management, E.g.: Intune, SCCM
• 3 years experience on supporting large enterprise IT infrastructure
• Experience with security and architecture assessments
• Some exposure to programming and scripting experience.
• Expert level understanding of client operability and troubleshooting techniques
• Some exposure to Agile concepts
• Excellent communication (written and oral) skills.
• Customer-focused mentality
• Willingness to learn, self-starting, and self-sustaining. Able to work strongly focused on the mission at-hand and work independently.
Strong organizational and presentation skills.

Desired Skills:

• 3+ Years experience with high understanding and use of PC hardware.
• PowerShell or AutoIt scripting experience.
• Experience with Microsoft Intune MDM. Experience integrating to M365 services (Azure, Office, Intune with Conditional Access)

Position Duties

This position would be part of the Global Client Hardware team and would be specifically focused on engineering work and service enhancements for our Windows Global Client, as well as a smaller footprint of Ubuntu Desktop clients. The Windows Global Client is a standardized version of the Windows Operating System for desktop and laptop devices built specifically for Ford use. It provides the Enterprise standard functionality, security, and configuration which allows Ford employees to use the platform.

This role is to help continue our mission to improve the customer experience with Windows. The employee would work to deliver this goal on projects that help shape the future direction of the Windows Client service. Some projects may include defining new hardware solutions from our hardware vendor to introduce to the Company, finding new ways to keep platforms up-to-date, deploying critical hardware updates, and working with our vendor on hardware-related issues.

Position Details:

• Participate in defining new hardware solutions from our vendor to support customer needs, including PCs, docks, monitors, and accessories.
• Test new hardware platforms for compatibility across other enterprise offerings, such as accessories and key company applications.
• Work closely with the Global Client OS Engineering team on the release of new hardware platforms for the Company. Provide support for multi-language integration features and driver integration, as well as staging tests.
• Package and integrate device drivers from the hardware vendor for use in the Global Client platform.
• Partner with the PC Renewal team as a Client Hardware expert to meet the needs of staging and fulfillment processes.
• Work with customers to understand their requirements, translating those requirements to hardware platform options that drive customer satisfaction and boost NPS or related metrics.
• Provide Level 3 support for the Client Hardware service. Link directly with our hardware vendor to ensure they are meeting commitments to their services, including monitoring service requests and failure modes. Work with Microsoft on any hardware-related issues that need OS-related escalation.
• Maintain appropriate test hardware and lab space.
• Document service offering features and functions to be consumed by the end user community. Create Knowledge Articles for known hardware features or support to be consumed by our Level 1 and Level 2 support teams. Offer training on key platform functions to partner teams as needed.
• Continue and foster direct relationships with Dell or other strategic hardware vendors for system strategies and support. Discuss ongoing initiatives with key partners to roadmap key service improvements for our customers.
• Participate in our Service Team agile processes, steering the team further into future agile opportunities, enhancing the speed of build, test, and release to drive to faster fixes and features.