Technical Support Analyst
Ford Motor Company
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- Location
- Allen Park, MI
- Job type
- Full time
- Posted
- Nov 6
- Today
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Career path
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About the company
Ford Motor Company
Automotive · 10,001+ employees
What you'll do
- Case manage Technical Support Requests received from dealer technicians seeking technical assistance
- Provide remote diagnostic and repair guidance
- Own the contact from beginning to confirmed resolution
What you need
- High School Diploma
- 2+ years of hands-on technical/diagnostic experience in automotive-related environments, including but not limited to:
- Automotive manufacturers
- Technical service organizations
- Automotive dealerships
- Independent repair facilities
- Military vehicle maintenance
- Automotive technical training programs
- 2+ years of experience in vehicle diagnostics and repair.
- Supporting Hotline operations on site from 8 am until 8 pm EST.
- Working on Saturdays will be required as needed.
- Working on Ford scheduled Holidays will be required as needed.
- Schedule may change due to the needs of the business.
- Bachelor’s degree or higher in a technical discipline (e.g., Automotive Technology, Automotive Engineering Technology, Field Service Operations, Advanced Vehicle Systems, Automotive Industry Management).
- ASE Certifications.
- Senior Master Certification or equivalent OEM technical training.
- State Automotive Certifications.
- Automotive dealership service experience.
- Experience with Jira is preferred
- Strong interpersonal and communication skills, with demonstrated professionalism in all interactions.
- High level of reliability, diligence, and accountability.
- Collaborative team player who values cross-functional partnership.
- Commitment to continuous learning and development, both personally and for others.
- Ability to work independently with a proactive, forward-thinking approach.
- Strong problem-solving and analytical capabilities.
- Immediate medical, dental, vision and prescription drug coverage
- Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
- Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
- Vehicle discount program for employees and family members and management leases
- Tuition assistance
- Established and active employee resource groups
- Paid time off for individual and team community service
- Paid time off and the option to purchase additional vacation time.
Key skills
remote diagnosticrepair guidancecase managing
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Read the full posting here
As part of the Ford Customer Service Division (FCSD) strategy to reimagining the dealer support model, Service Engineering Operations is standing up a dedicated team to receive and resolve Technical Support Requests (TSR) from dealer technicians. The team’s focus will be on delivering timely response support and excellent technical support and guidance. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end-to-end technical support.
The Case Analyst reports to the Commodity Supervisor and is responsible for case managing Technical Support Requests received from dealer technicians seeking technical assistance. They will provide remote diagnostic and repair guidance, owning the contact from beginning to confirmed resolution.