Extended Service Plan (ESP) System Liaison

The Extended Service Plan (ESP) System Liaison is responsible for defining functional extended service system specifications based on business requirements for the product globally. The liaison will interpret business requirements from the business owner (Ford Lincoln) to Ford IT so that requirements are understood. The ESP System Liaison is responsible for annual revisions to the Ford/Lincoln extended service plans; researching and resolving service plan system issues and testing enhancements before implementing the new plans. In addition, the ESP System Liaison will resolve contract registration issues for dealers, area sales managers and, Ford/Lincoln management along with acting as second level support for customer issues.

Responsibilities

• Responsible for meeting with the business owner to understand changes needed to service plan designs; then writing detailed system specifications based on those business requirements
• Write test plans and execute testing, track test defects and manage them through to resolution
• Research and resolve system related concerns
• Responsible for implementing new business functionality for the USA and Canada to include; developing plan types; change vehicle category assignments; and maintain system documentation
• Responsible for documenting changes to business requirements and the system
• Maintain system functionality for all assigned programs
• Resolve extended service plan contract registration issue for dealers, area sales managers, Ford/Lincoln management and vendors via the Ford mainframe database
• Handle exceptions and special requests from the business owner
• Train and mentor System Liaison I co-workers
• Identify process improvements and best practices
• Complete additional tasks and projects as assigned

Education

• Associate’s Degree in Information Systems or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job

Experience

• Prior experience in business with a good grasp of technology or experience in technology with a good grasp of business
• 3 years in a position using critical thinking or analytical skills
• 3 years demonstrated experience working Interfacing with system developers
• 3 years demonstrated experience writing detailed business/system requirements
• 3 years experience developing system test cases and executing user acceptance testing
• Experience writing functional system requirements is preferred

Skills

• Ability to understand and represent the business needs to information services as well as information services to the business
• Strong communication skills to effectively communicate with customers, managers, and co-workers
• Proven advanced Excel skills
• Excellent quantitative, analytical and troubleshooting skills with a technical mindset
• Ability to analyze issues, understand root cause and identify a resolution
• Display professionalism and a positive attitude
• Outstanding time management and organizational skills
• Demonstrated ability to work well with others
• Demonstrated ability to multitask, prioritize assignments and work independently
• Must be detail oriented

What You Can Expect

• Pay is $18.96 per hour
• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• 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)

About Percepta

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

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