Technical Support Analyst

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 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.

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.

What you'll do...

• 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.

What you'll do...

• 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.