Technical Support Analyst

Ford • Allen Park, MI

10h • 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 standing up a dedicated team to receive and resolve Technical Support Requests (TSR) from dealer technicians.
The team’s focus is to deliver a timely response while providing technical support, guidance, and repair plan information. 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.
What you'll do...
Dealer Requests
Manage Dealer Technical Service Requests (multi-channel) for complex vehicle repairs.
Provide timely initial response.
Exercise independent judgement to communicate with technicians of all skill levels to provide diagnosis and repair plan:
Research workshop manuals, service publications and various other technical/engineering documents.
Respond / Formulate technically accurate recommendations.
Determine final disposition of a repair to confirm closure, completing outreach to the technician or Dealer service management if required.
Maintain timely case management ensuring that each case does not exceed allowable aging objectives.
Coordinate and collaborate with both Field Service Engineers (FSE) and directly with Dealer Management/Service Personnel to ensure steady progression on each case driving timely resolution.
Escalation of concerns for assistance and support
Escalation to and interface with Engineering, and key stakeholders.
Escalation to and interface with Field Team to provide in-dealership assistance.
Continuous Improvement
Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
Support Company initiatives that enhance the vehicle diagnosis and repair process.
The Case Analyst should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other cross-functional teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations.
This position is located in Allen Park, MI.

Requirements

• High School Diploma
• 2+ years’ experience in hands-on technical/diagnostic competency from sources including but not limited to, automotive manufacturer, technical service, automotive dealership service, independent hands-on vehicle repair facilities, military vehicle maintenance and repair, service repair skills training, college/university automotive programs.
• Proficient in vehicle diagnostics and repair

Nice To Haves

• Bachelor’s degree or higher (technical degrees preferred, including Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Tech technology, Automotive Industry Management and Engineering).
• ASE Certifications
• Senior Master Certified or equivalent OEM training certifications
• State Automotive Certifications
• Automotive Dealership work experience
• Possess strong interpersonal skills, with ability to demonstrate professionalism in all actions.
• Reliable & diligent worker
• Collaborative team player
• Believe in skilled and motivated people working together.
• Focused on continuous development of self and others.
• Ability to work independently, forward-thinking.

Responsibilities

• Manage Dealer Technical Service Requests (multi-channel) for complex vehicle repairs.
• Provide timely initial response.
• Exercise independent judgement to communicate with technicians of all skill levels to provide diagnosis and repair plan
• Research workshop manuals, service publications and various other technical/engineering documents.
• Respond / Formulate technically accurate recommendations.
• Determine final disposition of a repair to confirm closure, completing outreach to the technician or Dealer service management if required.
• Maintain timely case management ensuring that each case does not exceed allowable aging objectives.
• Coordinate and collaborate with both Field Service Engineers (FSE) and directly with Dealer Management/Service Personnel to ensure steady progression on each case driving timely resolution.
• Escalation to and interface with Engineering, and key stakeholders.
• Escalation to and interface with Field Team to provide in-dealership assistance.
• Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
• Support Company initiatives that enhance the vehicle diagnosis and repair process.
• Representing the Voice of the Dealer & Technician when interfacing other cross-functional teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations.

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