Job Description

Works closely with Dealers to achieve the objective to diagnose, repair and resolve the Customer Concerns reported on the vehicles.

Provide diagnostic tools and software support to Dealers Technicians as required for specific diagnostic protocols.

Answer calls to dealers to provide technical assistances and respond requests via WEB on the Ford GTAC platform.

Establish a direct interface between, SP&L Warehouse, Field Engineers and management to contribute to assuring critical and high demanded parts availability

Provide technical support to the Customer Relations Center department (CRC).

Provide technical assistance and/or guidance to other team members when needed.

Respond to Dealer multi-channel (Web/Phone/See What I See (SWIS)) inquiries for complex technical vehicle repair concerns

Attends and maintain continues training/formation in new upcoming technologies

• 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.).
• Acts as thought leader for technical diagnostic processes, develop forward-thinking process in problem identification and resolution processes.
• Partner with other stakeholders across Ford Pro to develop necessary analysis and documentation in a collaborative way, communicating effectively and efficiently with Quality, management, and executive teams.
• Contributes to optimize uptime of immobilized vehicles, dealers' shops productivity, effectiveness, FIRTFT and the service customer experience

• Bachelor’s Degree required in automotive-related programs such as, but not limited to: Automotive Technology, Automotive Technology Management, Advance Vehicle Systems, Automotive Engineering Technology, Automotive Service Technology, Automotive Industry Management and Mechanical Engineering
• Experience with software and Automotive Service/Hand-on diagnostic and repair experience 1-2 years desirable.
• Technical competency and proficient computer skills.
• Problem solving and critical thinking skills
• Accountability
• Upper-Intermediate to Advanced English (B2/C1). Must be able to hold technical business conversations

At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow’s transportation.