Technical Support Analyst

Ford • Allen Park, MI

1d • Hybrid

About The Position

Technical Support Analyst
We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.
In this position...
As part of the Ford Customer Service Division (FCSD) strategy to reimagine the dealer support model, Service Engineering Operations is establishing a dedicated team to manage and resolve Technical Support Requests (TSRs) submitted by dealer technicians. This team is focused on delivering timely, high-quality technical guidance and ensuring a seamless, end-to-end support experience in close partnership with Technical Field Operations.
The Technical Support Analyst reports to the Commodity Supervisor and is responsible for end-to-end case management of Technical Support Requests received from dealer technicians seeking technical assistance. This role provides remote diagnostic and repair guidance and maintains ownership of each case from initial contact through confirmed resolution.
The successful candidate will effectively represent the Voice of the Dealer and Technician when collaborating with cross-functional teams, while maintaining a strong Voice of the Customer mindset to drive operational excellence and continuous improvement.

Requirements

• High School diploma or equivalent
• 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.
• 2+ years of module programming experience

Nice To Haves

• 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.

Responsibilities

• Manage complex Dealer Technical Support Requests across multiple communication channels.
• Provide prompt initial responses aligned with established service level objectives.
• Exercise independent judgment when communicating with technicians of varying experience levels to develop and recommend effective diagnostic and repair plans.
• Research workshop manuals, service publications, and engineering documentation.
• Formulate technically accurate and actionable recommendations.
• Determine final repair disposition and confirm case closure, including outreach to technicians or Dealer Service Management as needed.
• Ensure timely and accurate case management, maintaining compliance with case aging and performance targets.
• Coordinate and collaborate with Field Service Engineers (FSEs) and Dealer Management/Service Personnel to ensure consistent case progression and resolution.
• Escalate complex concerns to Level 2/Level 3 support as required:
• Interface with Product Development (PD) Engineering through JIRA for engineering-related escalations.
• Coordinate with FSEs for in-dealership technical assistance, including:
• Hands-on diagnostic support.
• Data capture to support dealer process reviews.
• Participate in calibration sessions, peer reviews, team meetings, coaching, and ongoing training initiatives to support continuous improvement.

Benefits

• 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
• 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: Entry Level
• Education Level: High school or GED