Description
At Ford of Mexico, we are looking for top-tier talent to join our Technical Assistance Center (TAC) as a Technical Support Engineer Analyst.
In this highly strategic position, you will act as the ultimate technical authority, guiding dealership technicians through complex mechanical, electrical, and software diagnostics. Furthermore, you will be the team's Business Analytics analyst. You will be responsible for extracting, organizing, and analyzing technical data to identify emerging product trends, visualize KPIs, and present strategic solutions to the management team.
Responsibilities
- Technical Guidance: Partner closely with dealership technicians to accurately diagnose, repair, and resolve complex customer concerns using structured troubleshooting methodologies.
- Business Analytics & Reporting: Act as the data lead for the TAC team. Manage databases, analyze field data, and create dynamic visualizations using tools like Alteryx, Qlik, Power BI, and Advanced Excel to present actionable insights to leadership.
- System & Tool Support: Provide expert-level support for Ford diagnostic tools and software (e.g., FDRS, IDS, PTS) via phone and on the global GTAC web platform.
- Cross-Functional Collaboration: Establish direct interfaces with internal departments (e.g., Parts Supply/SP&L, Field Service Engineers, Product Concern Engineers) to support parts availability for critical repairs and to escalate emerging product trends.
- Global Documentation: Investigate and accurately document emerging cases in the Global Common Quality Indicator System (GCQIS) to support engineering teams.
- Omnichannel Support: Respond to dealer multi-channel inquiries (Web, Phone, and See-What-I-See / SWIS augmented reality) and provide engineering insights to the Customer Relationship Center (CRC).
- Process Optimization: Drive key performance indicators (KPIs) by optimizing vehicle uptime, identifying process bottlenecks through data, and improving Fix-It-Right-The-First-Time (FIRTFT) metrics.
Qualifications
- Education & Experience:
- Bachelor’s Degree required in Automotive Engineering, Mechatronics, Mechanical Engineering, Automotive Systems, or a related field (Degree completed).
- 1 to 3 years of proven experience in advanced automotive diagnostics, technical support, or dealership workshop repair.
- Hard Skills (Technical & Analytics):
- Business Analytics Expertise: Proven experience in database management, data analysis, organization, and presentation. High proficiency in data tools such as Alteryx, Qlik, Power BI, and Advanced Excel is required.
- Automotive Knowledge: Strong technical proficiency in reading automotive wiring diagrams, telemetry, and communication networks (CAN/LIN).
- Familiarity with Hybrid/Electric Vehicles (HEV/BEV) and Software-Defined Vehicles (SDV) is a major plus.
- Language & Soft Skills:
- Upper-Intermediate to Advanced English proficiency (B2/C1). Must be able to hold technical business conversations and read engineering manuals fluently.
- Exceptional problem-solving, structured logical thinking, and critical thinking skills.
- Digital multitasking agility: Ability to navigate multiple platforms (PTS, FDRS, GTAC, Data Dashboards) simultaneously.
- High emotional intelligence, empathy, and excellent customer service skills to calmly guide technicians in high-stress situations.