CTT Technical Analyst

Ford Motor • Dearborn, MI

6d • Onsite

About The Position

The Central Technical Triage (CTT) role is a pivotal position bridging Customer Warranty, Quality, Product Development, and Manufacturing. In this role, you will act as the first line of defense in identifying, classifying, and routing emerging vehicle issues. You will leverage a foundational understanding of vehicle systems alongside modern AI-powered tools to analyze customer warranty claims, determine the correct problem objects, and bin issues to the appropriate engineering or manufacturing teams. This role requires an agile problem-solver who can translate customer-facing descriptions into structured technical problem statements, accelerating root-cause analysis and driving rapid quality improvements.

Requirements

• Bachelor’s degree in engineering (Mechanical, Electrical, Systems, Automotive, or Data Science/Software with an automotive background) or equivalent technical experience.
• 2+ years of experience in Automotive Engineering, Quality, Service Engineering, or Manufacturing.

Nice To Haves

• Foundational understanding of automotive subsystems, including: Powertrain (Internal Combustion Engines, Transmissions, Driveline). High Voltage (HV) Systems (EV/PHEV battery packs, power electronics, charging systems). Body Interior (instrument panels, seats, trim, climate control). Body Structures (closures, sheet metal, structural components).
• Solid understanding of vehicle hardware, the Product Development (PD) cycle, quality processes (e.g., FMEA, 8D, 5-Why, Fishbone), and general automotive manufacturing assembly processes.
• High comfort level and agility in using modern digital tools, specifically AI-driven classification platforms, natural language processing (NLP) search tools, and databases to filter and bin large volumes of text-based warranty claims.
• Eagerness to learn, test, and provide feedback on emerging AI tools to help developers refine the automated triage models.
• Prior experience or strong understanding of how customer warranty claims, dealer service records, and labor codes are structured and processed.
• Ability to quickly pivot, handle high-velocity data, make rapid decisions with incomplete information, and continuously improve triage workflows.
• Experience with warranty databases or field service data analysis is highly preferred.

Responsibilities

• Analyze incoming customer warranty claims, technician write-ups, and field data.
• Use technical knowledge to accurately categorize issues across key vehicle systems (Powertrain, Body Interior, Body Structures, and High Voltage Systems).
• Actively utilize and adapt to next-generation AI and machine learning tools to automate and optimize the binning of warranty claims, mapping them to specific problem objects and technical problem statements.
• Serve as the central hub connecting Product Development (PD), Quality, and Manufacturing. Ensure triaged issues are seamlessly routed to the correct engineering or plant teams for swift resolution.
• Translate complex, non-technical customer complaints and dealer technician comments into clear, actionable technical problem statements.
• Monitor warranty trends and early-warning indicators to escalate critical or systemic safety, regulatory, or high-cost quality issues.
• Participate in agile technical reviews to review mis binned or complex multi-system issues, ensuring continuous feedback loops to improve AI binning models and triage accuracy.

Benefits

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level