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 automotive technical service assistance to Ford and Lincoln Dealers and Fleet Customers from the United States of America and Canada. 

Position 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 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 check-ins, 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.

 

Competencies and Skills: 

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. Preferred Qualifications:  Bachelor’s Degree required 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. Automotive Service/Hands-on diagnostic and repair experience desired. Integrity to do the right thing and a demonstration of a solid understanding of Ford Operating System (Ford OS). Have demonstrated a willingness to people first, focus on the customer, operate with empathy, and use feedback to develop self and others. Technical competency and proficient computer skills. Excellent verbal and written English communication skills. Problem solving and critical thinking skills. ASE certifications desired.