Technical Support Case Analyst
About The 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 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.
Requirements
- Experience in technical support.
- Ability to provide remote diagnostic and repair guidance.
- Ability to manage cases from beginning to confirmed resolution.
Responsibilities
- Case managing Technical Support Requests received from dealer technicians seeking technical assistance.
- Provide remote diagnostic and repair guidance.
- Own the contact from beginning to confirmed resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
