Description
The Technical Support Analyst (TSA) of the U.S. Technical Hotline reports directly to a Team Leader and a Commodity Supervisor and is responsible for case managing Technical Support Requests received from dealer technicians seeking technical assistance.
The Technical Support Analyst will provide remote diagnostic and repair guidance, owning the contact from beginning to confirmed resolution, to help Ford and Lincoln Dealers and Fleet Customers from the Unites States of America, Canada, Puerto Rico and the U.S. Virgin Islands.
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.
Responsibilities
▪ 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 to communicate with technicians of all skill levels to provide diagnosis and repair plan:
- Researching 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.
▪ 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.).
- Escalation to and interface with PD Engineering, though JIRA Process (DSSH Model)
- Escalation to and interface with FSE to provide in-dealership assistance.
- FSE Technical hands-on assis
📌 Automotive Technical Support Analyst (Naucalpan de Juárez)
🏢 Ford Motor
📍 Naucalpan de Juárez
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