Automotive Technical Support Specialist – Diagnostics

Ford

Allen Park (MI)

Hybrid

USD 55,000 - 75,000

Full time

4 days ago

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Benefits offered by this job

Medical, dental, vision coverage

Parental leave

Flexible family care days

Job summary

Ford is seeking a Technical Support Analyst to manage dealer technical service requests and provide expert diagnostic guidance. You will work within the Ford Customer Service Division to resolve complex vehicle issues, leveraging manuals, service publications, and cross-functional collaboration.

Daily responsibilities include initial response, escalation to Level 2/3, and coordinating with Field Service Engineers to drive cases to closure.

Qualifications

2+ years of hands-on technical/diagnostic experience in automotive environments.
Familiarity with workshop manuals and service publications.
Experience supporting dealer technicians or customers.

Responsibilities

Manage Dealer Technical Service Requests (multi-channel) for complex vehicle repairs and provide timely initial response.
Exercise independent judgement to communicate with technicians to provide diagnosis and repair plan; research manuals and service publications.
Formulate technically accurate recommendations and determine final disposition of a repair to confirm closure.
Maintain timely case management ensuring aging objectives are met.
Coordinate with Field Service Engineers and Dealer personnel to ensure steady progression on each case.
Escalate issues to Level 2/3 with interfaces to PD Engineering and FSE for in-dealership support.
Participate in calibration sessions, peer reviews, and team meetings.