Automotive Service Technical Support Analyst

Boston, MA, United States

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we’re all a part of something bigger than ourselves. What will you make today?

Our Marketing, Sales & Service organization advances Ford’s reputation as a visionary vehicle and mobility services company and helps deliver a trusted customer experience. Use your marketing, sales, and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. Join us and be the eyes, ears, and voice of Ford.

The Technical Support Analyst (TSA) of the Centralized Technical Assistance Center (CTAC), reports directly to a Team Leader and is responsible for providing multiple channel bumper to bumper, module programing, and data corrections for automotive technical service assistance to Ford and Lincoln Dealers from Canada and Fleet Customers from the United States of America

In this role you will….

Able to work independently, following-through and solving problems quickly.

Professionalism including customer service/interface skills/experience.

Project/program management experience and business acumen.

Experience or firm understanding of the Vehicle Service Repair process.

What you will do…

Facilitate culture of customer care and focus to role modeling Ford OS.

Respond to Dealer multi-channel (Web/Phone/See What I See (SWIS)) inquiries for complex technical vehicle repair concerns.

Exercise independent judgment after significant research to formulate technically accurate, professional, and timely responses.

Interface with Dealer service personnel (Service Manager, Shop Foreman, Service Writer, Technician, etc.) and other internal Ford Motor Company departments (Product Concern Engineers, Quality Team, Recall Department, Warranty Department, Service Publication Team, etc.).

Participate in monthly calibration sessions, peer reviews and team meetings.

Report feedback and provide information on report trends and incoming technical issues to appropriate Subject Matter Expert (SME) or designated team Single Point of Contact (SPOC).

Provide technical assistance and/or guidance to the other Centralized Technical Assistance Center team members when needed.

Complete training both online and classroom as required.

Provide support to achieving all Centralized Technical Assistance Center objectives and metrics.

A willingness to relocate now or in the future to Southeast Michigan or other regional locations.

You'll have…

Associate Degree in automotive-related programs such as, but not limited to: Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Technology, Automotive Industry Management and Mechanical Engineering or combination of equivalent education and experience.

Automotive Service/Hands-on diagnostic and repair experience. (2+ years on the job or educational)

Technical competency and proficient computer skills.

Demonstrated experience of verbal and written communication skills.

Even better, you may have….

Integrity to do the right thing and a demonstration of a solid understanding of Ford Operating System (Ford OS).

Have demonstrated a willingness to put people first, focus on the customer, operate with empathy, and use feedback to develop self and others.

Problem solving and critical thinking skills.

ASE certifications or state certifications desired.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all the above? No matter what you choose, we offer a work life that works for you, including:

Immediate medical, dental, and prescription drug coverage

Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare 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

A generous schedule of paid holidays, including the week between Christmas and New Year’s Day

Paid time off and the option to purchase additional vacation time.

For a detailed look at our benefits, click here:

New Hire Benefits (https://clicktime.symantec.com/15tStcdajvr5mRTpAreUn?h=RlGAf-5fupBYoBrEWc_8zDFZdIskq1rOAm6HslG4P78=&u=https://fordcareers.co/GSRnon-HTHD)

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.

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Requisition ID : 23562