Technical Support Analyst

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