Christian Diez
Technical Support Quality Engineer - Ford Pro @Ford Motor Company
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WORK HISTORY
Technical Support Quality Engineer - Ford Pro @Ford Motor Company
Dearborn, MI, US
As part of the Ford Pro Intelligence (FPI) Quality team, I lead incident response, quality oversight, and data-driven decision-making for critical platforms including Marketplace, Telematics, Ford Pro Charging, and Fleet Management solutions.Lead and train an offshore support team of four, providing guidance on ticket triage, incident management, and technical troubleshooting while driving operational efficiency and quality standards.Spearhead Ford Pro Charging incidents and major outages, coordinating cross-functional response efforts and delivering timely business communications and stakeholder updates.Serve as the Quality Lead for strategic vendors, including Fleetio (Fleet Management Software), while also supporting vendor issue resolution with partners such as Geotab and Lytx.Partner with engineering, product, and business teams to analyze large-scale connected vehicle data using tools such as BigQuery, Data Explorer, Power BI, and internal analytics platforms to identify root causes and support new product features and releases.Manage and triage JIRA tickets daily, applying data analysis and creative problem-solving to resolve customer-impacting issues and improve platform reliability.Develop and automate Power BI dashboards and advanced Excel reports (pivot tables, macros) to track product metrics, KPIs, trends, and operational performance.Deliver weekly status updates to stakeholders and leadership to ensure transparency around incidents, trends, and ongoing quality initiatives.Conduct monthly and quarterly business quality audits to identify improvement opportunities across systems, vendors, and operational processes.Mentor and develop junior talent, including leading a Summer 2025 intern to automate key dashboards supporting quality analysis and reporting.Utilize customer impersonation tools to replicate real-world user scenarios and accelerate issue resolution for customer-facing teams.
EDUCATION
Florida International University
Bachelor of Business Administration (B.B.A.), Business Administration and Management, General
Miami Coral Park Senior High School
High School Diploma
ABOUT CHRISTIAN DIEZ
From Recruiting to Technical Support & Quality Engineering I began my career in Technical Recruiting, spending nearly a decade connecting top talent with companies like Ford, Uber, and Chewy. At Ford, I supported Ford Pro, delivering 107 hires in under a year while reducing time-to-fill from 75+ days to 45 through data-driven hiring strategies, stakeholder management, and process optimization. Today, I’m a Technical Support Quality Engineer with Ford Pro, where I focus on incident response, outage management, vendor quality, and connected vehicle data analysis across platforms such as Marketplace, Telematics, and Ford Pro Charging. I work closely with engineering, product, and business teams, leveraging tools like GCP (BigQuery), Data Explorer, Power BI, Excel, and JIRA to analyze data, resolve complex issues, and improve platform reliability. I also lead and train an offshore support team, manage vendor quality for partners like Fleetio, Geotab, and Lytx, deliver stakeholder reporting, and drive continuous improvement through data, automation, and quality audits—all with the goal of delivering smarter solutions and a better experience for Ford Pro customers. Let’s Connect: Always open to networking with professionals across technical support, data analytics, quality engineering, and operational excellence.
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