The Technical Support Analyst (TSA) of the U.S. Technical Hotline reports directly to a Team Leader and a Commodity Supervisor and is responsible for case managing Technical Support Requests received from dealer technicians seeking technical assistance.
The Technical Support Analyst will provide remote diagnostic and repair guidance, owning the contact from beginning to confirmed resolution, to help Ford and Lincoln Dealers and Fleet Customers from the Unites States of America, Canada, Puerto Rico and the U.S. Virgin Islands.
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.
- Facilitate culture of customer care and focus to role modeling Ford OS.
- Respond to Dealer multi-channel (Web/Phone/See What I See (SWIS)) inquiries for complex technical vehicle repair concerns.
- Exercise independent judgment 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.
- Interface with Dealer service personnel (Service Manager, Shop Foreman, Service Writer, Technician, etc.) and other internal Ford Motor Company departments (Product Concern Engineers, Quality Team, Recall Department, Warranty Department, Service Publication Team, etc.).
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Escalation to and interface with PD Engineering, though JIRA Process (DSSH Model)
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Escalation to and interface with FSE to provide in-dealership assistance.
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FSE Technical hands-on assistance.
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Capture data for FSE dealer process reviews
- Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
- Report feedback and provide information on report trends and incoming technical issues to appropriate Subject Matter Expert (SME) or designated team Single Point of Contact (SPOC).
- Complete training both online and classroom as required.
- Provide support to achieving all the U.S. Technical Hotline objectives and metrics.
- Bachelor’s Degree required in automotive-related programs such as, but not limited to: Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Technology, Automotive Industry Management and Mechanical Engineering.
- Automotive Service/Hands-on diagnostic and repair experience desired.
- Demonstrated commitment to putting people first, focusing on the customer, operating with empathy. And using feedback to develop oneself and others.
- Technical competency and computer proficiency.
- Excellent verbal and written English communication skills; proficiency in French is highly desired.
- Strong problem solving and critical-thinking skills.
- ASE certifications are preferred.
Competencies and Skills:
- Able to work independently, follow-through and solving problems quickly.
- Professionalism including customer service/interface skills/experience.
- Project/program management experience and business acumen.
- Experience or firm understanding of the Vehicle Service Repair process.
You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!
