Technical Support Analyst

Ford • Allen Park, MI

2d • $55,020 - $121,440 • Hybrid

About The Position

The Technical Support Analyst is part of Ford Customer Service Division’s Service Engineering Operations team, which provides timely technical support to dealership technicians. The role case-manages Technical Support Requests (TSRs) from dealer technicians seeking assistance with complex vehicle repairs, providing remote diagnostic and repair guidance from initial contact through confirmed resolution. The position reports to the Commodity Supervisor and works closely with Technical Field Operations, Field Service Engineers, dealer management, and service personnel.

The role is described as hybrid, with work performed in the office five days per week and the opportunity for some work-from-home days. Hotline operations run from 8 a.m. to 8 p.m. EST. Saturday and Ford-scheduled holiday work may be required as needed, and the schedule may change based on business needs. The position supports hotline operations on site.

Requirements

• High school diploma.
• At least 2 years of hands-on technical or diagnostic experience in an automotive-related environment, such as an automotive manufacturer, technical service organization, dealership, independent repair facility, military vehicle maintenance setting, or automotive technical training program.
• At least 2 years of experience in vehicle diagnostics and repair.
• Ability to support on-site hotline operations from 8 a.m. to 8 p.m. EST.
• Availability to work Saturdays and Ford-scheduled holidays as needed and adapt to schedule changes based on business needs.

Nice To Haves

• Bachelor’s degree or higher in a technical discipline, such as Automotive Technology, Automotive Engineering Technology, Field Service Operations, Advanced Vehicle Systems, or Automotive Industry Management.
• ASE certifications.
• Senior Master Certification or equivalent OEM technical training.
• State automotive certifications.
• Automotive dealership service experience.
• Experience with Jira.
• Strong interpersonal and communication skills, with professionalism in all interactions.
• Reliability, diligence, and accountability.
• Collaborative approach and appreciation for cross-functional partnership.
• Commitment to continuous learning and development for oneself and others.
• Ability to work independently with a proactive, forward-thinking approach.
• Strong problem-solving and analytical capabilities.

Responsibilities

• Manage multi-channel Dealer Technical Service Requests for complex vehicle repairs.
• Provide timely initial responses to dealer technicians.
• Use independent judgment to communicate with technicians of all skill levels and develop diagnosis and repair plans.
• Research workshop manuals, service publications, and other technical or engineering documents.
• Formulate and communicate technically accurate recommendations.
• Determine final repair disposition and confirm case closure, contacting technicians or dealer service management as needed.
• Manage cases in a timely manner and ensure they remain within allowable aging objectives.
• Coordinate and collaborate with Field Service Engineers and dealer management or service personnel to progress cases.
• Escalate concerns for Level 2 or Level 3 assistance.
• Escalate and interface with Product Development Engineering through the JIRA process (DSSH Model).
• Coordinate with Field Service Engineers for in-dealership assistance, including hands-on technical assistance.
• Capture data for Field Service Engineer dealer process reviews.
• Participate in calibration sessions, peer reviews, team meetings, coaching, and training sessions.
• Support hotline operations on site from 8 a.m. to 8 p.m. EST.
• Work Saturdays and Ford-scheduled holidays as needed; adjust to schedule changes driven by business needs.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Flexible family care days, paid parental leave, new parent ramp-up programs, and subsidized back-up child care.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members, and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Paid time off and the option to purchase additional vacation time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED