Senior Program Liaison - FLP

What You’ll Be Doing 
The Sr. Program Liaison will be the subject matter expert in relation to all Ford/Lincoln Protect (FLP) policies and procedures including the Extended Service Competitive Make program (ESC). As the subject matter expert, this person will be relied upon to provide support and guidance to Ford Management, Area Sales Managers (ASM’s), and the Ford/Lincoln Protect Hotline. In addition to being the ‘go to source’ for program expertise, the Program Liaison will complete a variety of other responsibilities in support of the Ford/Lincoln Protect program.

During a Typical Day, You’ll

·Offer expert level knowledge and assistance to the Ford/Lincoln Protect Program Liaison and the Ford of Canada Program Liaison.

·Analyze exceptions requests from Area Sales Manager’s (ASM’s) in the field relating to the Ford Lincoln Protect (FLP) or the ESC program

·Apply program historical knowledge to make expert independent decisions on exception requests when applicable

·Apply program historical expertise and make recommendations to onsite Sr. Ford Manager when solutions exceed an outlined level of authority

·Respond to Ford / Lincoln Protect or ESC program correspondence timely and accurately by way of:

·Analyze and research historical documentation

·Seek out resources within the department or other sources within Ford to obtain necessary information

·Identify and professionally communicate resolutions to requesters

·Submit manual check requests for Ford / Lincoln Protect and ESC programs

·Enter check into CCAP System (Ford Accounting System)

·Coordinate mailing of checks with Accounts Payable team in India

·Coordinate with Fed Ex to ensure check tracking

·Provide follow up / closure to requester

·Coordinate Ford / Lincoln Protect program launches to include:

·Administer and coordinate contract edit rules, contract mockups, and testing with vendor (Archway)

·Review Ford / Lincoln Protect marketing material for program launch and provide recommendations to Ford / Lincoln Protect Sales & Marketing personnel based on expertise

·Prepare bids/quotes for fleet customers and register contracts as directed

·Administer Dealer Walkaway Program

·Enroll/process Dealer Enrollments into the ESC Program

·Document and maintain all Ford / Lincoln Protect Program Liaison business processes

·Responsible for communicating EFC's that pertain to Ford/Lincoln Protect to employees/Ford business partners

·Research and provide documentation to the Ford Legal team

·First Point of contact for Ford / Lincoln Protect admin hotline for exceptions, escalations, or other assistance/questions (3rd level support)

·Reconcile monthly Roadside Report for Ford Management

·Reconcile monthly CPO file and determine if contract should be registered, cancelled or inactivated

·Entering/tracking of Ford Purchase Orders in ARIBA and researching issues related to these requests

·Identify process improvements and best practices as needed

·Complete additional tasks and projects assigned

·Assist the RAV team with unique special requests

·Ensure that indirect reports are meeting turnaround times and department goals

·Assist indirect reports with any questions they may have

·Assist the Admin Team Leader with any requests they may have

What You Bring to the Role 

Education

·High School diploma or equivalent required. Some college coursework is desired.

Experience

·7-10 years Ford/Lincoln Protect knowledge. This includes expert knowledge of offerings, program knowledge, ESP contract financials.

Skills

· Excellent organizational, time management, planning and problem-solving (analytical) skills

· Excellent written and verbal communication skills

· Excellent attention to detail

· Ability to communicate with all levels of the organization

· Strong customer service, interpersonal and relationship-building skills

· Demonstrate a high degree of professionalism, strong positive energy

· Strong team building skills, to work well within a close team environment – self-sufficient, resourceful and works well with minimal supervision

· Strong Microsoft Office skills (primarily Microsoft Word and Excel)

What You Can Expect 

•Health/Dental/Vision/Life Insurance

•Flexible Spending Account (FSA) and Health Savings Account (HSA)

•401(k) with company match

•Vacation/Sick Time and Paid Holidays

•Tuition Reimbursement

•Employee Assistance Program

•Employee Discount Program

•Training and Development Programs (Percepta College)

•Employee Rewards Program (Perci Perks)

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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