Technical Support Case Analyst

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.

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 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.

• 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 other technical/engineering documents.
• 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 Field Service Engineers and directly with Dealer Management/Service Personnel to ensure steady progression on each case.
• Escalate concerns to Level 2/Level 3 assistance for further support via PD Engineering using JIRA Process (DSSH Model).
• Escalate to and interface with FSE to provide in‑dealership assistance and capture data for FSE dealer process reviews.
• Participate in calibration sessions, peer reviews, team meetings, coaching and training sessions.
• Support Hotline operations on site from 8 am until 8 pm EST.
• Work on Saturdays and on Ford scheduled holidays as required; schedule may change due to business needs.

• High School diploma.
• 2+ years of hands‑on technical/diagnostic experience in automotive‑related environments, including automotive manufacturers, technical service organizations, dealerships, independent repair facilities, military vehicle maintenance, automotive technical training programs.
• 2+ years of experience in vehicle diagnostics and repair.
• Support Hotline operations on site from 8 am until 8 pm EST.
• Work on Saturdays and on Ford scheduled holidays as required; schedule may change due to business needs.

• Bachelor’s degree or higher in a technical discipline (e.g., Automotive Technology, Engineering Technology, Field Service Operations, Advanced Vehicle Systems, Industry Management).
• ASE certifications.
• Senior Master Certification or equivalent OEM technical training.
• State automotive certifications.
• Automotive dealership service experience.
• Experience with JIRA preferred.
• Strong interpersonal and communication skills, with demonstrated professionalism in all interactions.
• High level of reliability, diligence, and accountability.
• Collaborative team player who values cross‑functional partnership.
• Commitment to continuous learning and development.
• Ability to work independently with a proactive, forward‑thinking approach.
• Strong problem‑solving and analytical capabilities.

• Immediate medical, dental, vision and prescription drug coverage.
• Flexible family care days, paid parental leave, new parent ramp‑up programs, subsidized backup child care.
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments.
• Ve…