# Technical Support Analyst

**Company**: Ford Motor Company
**Location**: Allen Park, MI
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $55,020 - $121,440
**Category**: Operations
**Industry**: Automotive
**Wikidata**: https://www.wikidata.org/wiki/Q44294

**Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/72323?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_34338033-305

## Description

At Ford Motor Company, 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.

As a Technical Support Analyst, you will be 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.

**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

- Research 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

- Escalate concerns to Level 2/Level 3 assistance for further support

- Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions

- Support Hotline operations on site from 8 am until 8 pm EST

- Work on Saturdays and Ford scheduled Holidays as needed

**Qualifications**

- High School Diploma

- 2+ years of hands-on technical/diagnostic experience in automotive-related environments

- 2+ years of experience in vehicle diagnostics and repair

**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

**Salary**

- Salary grade 4: $55,020 - $92,580

- Salary grade 5: $63,480 - $106,680

- Salary grade 6: $72,480 - $121,440

## Skills

### Required
- automotive technical support
- vehicle diagnostics
- repair planning
- communication
- problem-solving
- analytical capabilities

### Nice to have
- Bachelor's degree in a technical discipline
- ASE Certifications
- Senior Master Certification
- Jira experience
- strong interpersonal and communication skills

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Source: [Apply at efds.fa.em5.oraclecloud.com](https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/72323?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)