Technical Operations Analyst

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. Are you ready to change the way the world moves? 

Launched in 2023, Integrated Services creates and markets new customer experiences by integrating hardware, software and services across Ford Blue, Model e and Ford Pro. These products and services allow Ford's retail and commercial customers to customize their vehicles like never before with OTA (over-the-air)-driven experiences that grow better over time. Ford is developing leadership at the forefront of connected, digital platforms that will revolutionize every aspect of how vehicles function, the way people interact with them, and the value those vehicles provide.

In this position... 

Ford Secure is seeking a highly motivated Technical Operations Analyst to play a critical role in our mission to give Ford customers peace of mind and actively combat vehicle crime. By making Ford vehicles the least attractive target for thieves, we aim to lead the industry in vehicle security and stolen vehicle recovery.

As a Technical Operations Analyst, you will be at the forefront of our efforts, responsible for investigating and resolving complex technical issues, optimizing triaging workflows, and providing essential support for data requests and vehicle tracking processes. This role offers a unique opportunity to directly impact the effectiveness of our vehicle security solutions and contribute to the swift recovery of stolen vehicles.

What you'll do...

Triage Lead & Issue Investigation

• Serve as the L2 escalation point for complex product-related issues from Contact Center
• Investigate, diagnose, and resolve operational and technical issues using available tools
• Collaborate with Product & Engineering teams to troubleshoot and resolve systemic challenges.
• Identify trends in escalations to improve root-cause analysis and operational efficiencies

Historical Data & Connected Vehicles

• Support requests for historical data and connected vehicle tracking from internal/external stakeholders
• Action escalated vehicle tracking requests from internal/external stakeholders
• Ensure process provides data requests with accuracy and adhere to organizational standards
• Work collaboratively with Connected Vehicle teams to support tooling development and processes.

Cross-Functional Collaboration

• Work closely with Product and Engineering teams to enhance existing systems
• Provide operational insights to guide the development of new tools or features

You'll have... 

• Bachelor’s degree required
• 3-5 years of experience in operations or a technical support role
• Experience within a CRM or Help Desk platform
• Strong analytical skills and the ability to use data to drive decision-making and continuous improvement.
• Excellent written and verbal communication skills to clearly document process and communicate changes to diverse teams.

Even better, you may have...

• Experience working with Jira, Salesforce, and MS Dynamics preferred
• SQL experience preferred 
• Demonstrated experience with process improvement methodologies (Lean, Six Sigma, or similar)
• Knowledge of data privacy and regulatory compliance for data requests
• Familiarity with connected vehicle systems or data-driven processes is a plus.

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 of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care d