Automotive Service Technical Support Analyst
Company: Ford Motor Company
Location: Santa Fe
Posted on: May 5, 2024
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Job Description:
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. What will you make today?
Our Marketing, Sales & Service organization advances Ford's
reputation as a visionary vehicle and mobility services company and
helps deliver a trusted customer experience. Use your marketing,
sales, and service expertise to turn data-driven insights into
innovative solutions that enhance sales and customer loyalty. Join
us and be the eyes, ears, and voice of Ford.
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, module
programing, and data corrections for automotive technical service
assistance to Ford and Lincoln Dealers from Canada and Fleet
Customers from the United States of America
In this role you will---.
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.
What you will do---
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 calibration sessions, 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.
A willingness to relocate now or in the future to Southeast
Michigan or other regional locations.
You'll have---
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. (2+
years on the job or educational)
Technical competency and proficient computer skills.
Demonstrated experience of verbal and written communication
skills.
Even better, you may have---.
Integrity to do the right thing and a demonstration of a solid
understanding of Ford Operating System (Ford OS).
Have demonstrated a willingness to put people first, focus on the
customer, operate with empathy, and use feedback to develop self
and others.
Problem solving and critical thinking skills.
ASE certifications or state certifications desired.
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 the above? No matter what you choose, we
offer a work life that works for you, including:
Immediate medical, dental, and prescription drug coverage
Flexible family care, parental leave, new parent ramp-up programs,
subsidized back-up childcare and more
Vehicle discount program for employees and family members, and
management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays, including the week between
Christmas and New Year's Day
Paid time off and the option to purchase additional vacation
time.
For a detailed look at our benefits, click here:
New Hire Benefits
(https://clicktime.symantec.com/15tStcdajvr5mRTpAreUn?h=RlGAf-5fupBYoBrEWc_8zDFZdIskq1rOAm6HslG4P78=&u=https://fordcareers.co/GSRnon-HTHD)
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally
authorized to work in the United States. Verification of employment
eligibility will be required at the time of hire.
We are an Equal Opportunity Employer committed to a culturally
diverse workforce. All qualified applicants will receive
consideration for employment without regard to race, religion,
color, age, sex, national origin, sexual orientation, gender
identity, disability status or protected veteran status. In the
United States, if you need a reasonable accommodation for the
online application process due to a disability, please call
1-888-336-0660.
#LI-Remote
Requisition ID : 23562
Keywords: Ford Motor Company, Santa Fe , Automotive Service Technical Support Analyst, IT / Software / Systems , Santa Fe, New Mexico
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