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Technical Support Case Analyst at Ford Motor Company

Allen Park, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

10 Aug, 26

Salary

121440.0

Posted On

12 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Vehicle Diagnostics, Automotive Repair, Case Management, Remote Diagnostic Guidance, Technical Support, Jira, Interpersonal Communication, Problem Solving, Analytical Capabilities, Cross-functional Partnership

Industry

Motor Vehicle Manufacturing

Description

Technical Support Analyst 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. At Ford, you can build more than vehicles. Come build what matters. In this position... As part of the Ford Customer Service Division (FCSD) strategy to reimagining 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. This team will partner closely with the Technical Field Operations team to ensure delivery of excellent end-to-end technical support. 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. This role is 5 days in office with opportunity for some work from home days. Due to Ford & Lincoln dealership support required the technical hotline is open on some company designated holidays.

Responsibilities

Responsible for case managing Technical Support Requests from dealer technicians to provide remote diagnostic and repair guidance. Owns the contact process from the initial request through to confirmed resolution.