Technical Support Analyst

In this dynamic role, you will collaborate closely with dealer technicians and cross-functional teams to resolve complex vehicle issues.

Key responsibilities include:

• Supporting dealer network by partnering directly with Ford and Lincoln Dealers to diagnose, repair, and resolve customer vehicle concerns.

• Providing technical guidance on diagnostic tools and software protocols via multi-channel platforms.

• Streamlining parts availability by interfacing with the SP&L Warehouse, Field Engineers, and management.

• Collaborating internally with the Customer Relations Center and offering mentorship to other team members.

• Staying ahead of the curve by participating in continuous training and development on emerging and upcoming automotive technologies.

Responsibilities include serving as the key interface between dealer service personnel and internal Ford Motor Company departments, acting as a thought leader in diagnostic processes, and collaborating across Ford Pro to develop technical analyses and documentation.

Key performance metrics include optimizing uptime for immobilized vehicles, boosting dealer shop productivity, improving Fixed Right First Time (FIRTFT) rates, and enhancing the customer experience.