Technical Support Case Analyst

Ford • Allen Park, MI

1d • Hybrid

About The Position

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. This role is 5 days in office with opportunity for some work from home days. Due to Ford & Lincoln dealership support required the technical hotline is open on some company designated holidays.

Requirements

• 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.

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 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.
• Researching 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 and directly with Dealer Management/Service Personnel to ensure steady progression on each case.
• Escalation of concerns to Level 2/Level 3 assistance for further support.
• Escalation to and interface with PD Engineering, though JIRA Process (DSSH Model).
• Escalation to and interface with FSE to provide in-dealership assistance.
• FSE technical hands-on assistance.
• Capture data for FSE dealer process reviews.
• Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
• 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.

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
• 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