Technical Hotline Case Analyst - Experienced

Technical Hotline Case Analyst - Experienced 

 

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? 

As 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 is to deliver a timely response while providing technical support, guidance, and repair plan information. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end to end technical support.

What you'll do...

The Case Analyst reports to the Commodity Supervisor and is responsible for case managing Technical Support Requests received from dealer technicians seeking technical assistance. They will provide remote diagnostic and repair guidance, owning the contact from beginning to confirmed resolution.

• 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 (FSE) and directly with Dealer Management/Service Personnel to ensure steady progression on each case driving timely resolution.

Escalation of concerns for assistance and support

• Escalation to and interface with Engineering, and key stakeholders.
• Escalation to and interface with Field Team to provide in-dealership assistance.

Continuous Improvement

• Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
• Support Company initiatives that enhance the vehicle diagnosis and repair process.

The Case Analyst should be comfortable and familiar in representing the Voice of the Dealer & Technician when interfacing other cross-functional teams, along with maintaining Voice of the Customer mindset in driving towards continuous improvement of operations. 

You'll have... 

• Bachelor’s degree (technical degrees preferred, including Automotive Technology, Automotive Technology Management, Field Service Operations, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Tech technology, Automotive Industry Management and Engineering).  Engineering degree NOT required.
• 2+ years of automotive work experience. 

Even better, you may have...

• Senior Master Certified OR equivalent OEM training.
• Possess strong interpersonal skills, with ability to demonstrate professionalism in all actions.
• Reliable & diligent worker.
• Collaborative team player.
• Believe in skilled and motivated people working together.
• Focused on continuous development of self and others.
• Ability to work independently, forward-thinking.
• Proficient computer skills and ability to navigate various resource systems including Microsoft Office Suite.
• Problem-solving and critical thinking skills that demonstrate the ability to use many resources to resolve complex technical and business-related concerns. 

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 days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefi