Automotive Diagnostics & Technical Analyst

Ford UK; Santa Cruz Acatlán; On-site; MXN 380,000 - 540,000; Full time

Job summary

Ford of Mexico’s Technical Assistance Center seeks a Technical Support Engineer Analyst who guides dealership technicians through advanced diagnostics and data-driven improvements.

You will lead business analytics for the TAC, manage databases, build visual dashboards with Alteryx, Qlik, Power BI and Excel, and support Ford diagnostic tools (FDRS, IDS, PTS) via multiple channels while collaborating with global teams. Fluency in English (B2/C1) is required.

Qualifications

• Bachelor's Degree or equivalent in automotive/engineering fields.
• 1 to 3 years of proven experience in advanced automotive diagnostics or technical support.
• Proficiency in data tools (Alteryx, Qlik, Power BI, Advanced Excel) required.
• Reading automotive wiring diagrams, telemetry and CAN/LIN networks.

Responsibilities

• Provide technical guidance to dealership technicians for complex diagnostics and repairs.
• Lead business analytics and reporting for TAC using data dashboards and visualizations.
• Support Ford diagnostic tools (FDRS, IDS, PTS) via multiple channels and platforms.
• Collaborate with Parts, Field Service, Product Concern and other teams to resolve issues.
• Document cases in GCQIS to support engineering teams.
• Respond to dealer inquiries across Web, Phone, and SWIS/CRC platforms.
• Drive KPIs to improve vehicle uptime and First-Time Fix rates.

Skills

Business analytics

Automotive diagnostics

English communication

Structured problem-solving

Education

Bachelor's Degree in Automotive Engineering/Mechatronics/Mechanical Engineering/Automotive Systems or related field

Tools

Alteryx

Qlik

Power BI

Advanced Excel

FDRS

IDS

PTS

Job description

About The Role

Are you passionate about automotive technology, advanced diagnostics, and data-driven problem-solving? At Ford of Mexico, we are looking for top-tier talent to join our Technical Assistance Center (TAC) as a Technical Support Engineer Analyst.

In this highly strategic position, you will act as the ultimate technical authority, guiding dealership technicians through complex mechanical, electrical, and software diagnostics. Furthermore, you will be the team's Business Analytics analyst. You will be responsible for extracting, organizing, and analyzing technical data to identify emerging product trends, visualize KPIs, and present strategic solutions to the management team. Join us in shaping the future of mobility through cutting-edge technology and data analytics!

What You Will Do: Technical Guidance: Partner closely with dealership technicians to accurately diagnose, repair, and resolve complex customer concerns using structured troubleshooting methodologies. Business Analytics & Reporting: Act as the data lead for the TAC team. Manage databases, analyze field data, and create dynamic visualizations using tools like Alteryx, Qlik, Power BI, and Advanced Excel to present actionable insights to leadership. System & Tool Support: Provide expert-level support for Ford diagnostic tools and software (e.g., FDRS, IDS, PTS) via phone and on the global GTAC web platform. Cross-Functional Collaboration: Establish direct interfaces with internal departments (e.g., Parts Supply/SP&L, Field Service Engineers, Product Concern Engineers) to support parts availability for critical repairs and to escalation emerging product trends. Global Documentation: Investigate and accurately document emerging cases in the Global Common Quality Indicator System (GCQIS) to support engineering teams. Omnichannel Support: Respond to dealer multi-channel inquiries (Web, Phone, and See-What-I-See / SWIS augmented reality) and provide engineering insights to the Customer Relationship Center (CRC). Process Optimization: Drive key performance indicators (KPIs) by optimizing vehicle uptime, identifying process bottlenecks through data, and improving Fix-It-Right-The-First-Time (FIRTFT) metrics.

What You Need to Succeed:

Education & Experience: Bachelor's Degree required in Automotive Engineering, Mechatronics, Mechanical Engineering, Automotive Systems, or a related field (Degree completed).

1 to 3 years of proven experience in advanced automotive diagnostics, technical support, or dealership workshop repair. Hard Skills (Technical & Analytics): Business Analytics Expertise: Proven experience in database management, data analysis, organization, and presentation. High proficiency in data tools such as Alteryx, Qlik, Power BI, and Advanced Excel is required. Automotive Knowledge: Strong technical proficiency in reading automotive wiring diagrams, telemetry, and communication networks (CAN/LIN).

Familiarity with Hybrid/Electric Vehicles (HEV/BEV) and Software-Defined Vehicles (SDV) is a major plus. Language & Soft Skills: Upper-Intermediate to Advanced English proficiency (B2/C1). Must be able to hold technical business conversations and read engineering manuals fluently. Exceptional problem-solving, structured logical thinking, and critical thinking skills. Digital multitasking agility: Ability to navigate multiple platforms (PTS, FDRS, GTAC, Data Dashboards) simultaneously. High emotional intelligence, empathy, and excellent customer service skills to calmly guide technicians in high-stress situations.

Ford of Mexico is committed to being an equal opportunity employer. We believe that a diverse and inclusive workplace is essential to our success. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, pregnancy, veteran status, or disability status.

We thank all candidates for their interest, but only those selected for an interview will be contacted.

#Ford Mexico