Technical Support Case Analyst

Ford Motor Company

Technical Support Case Analyst providing diagnostic and repair guidance for dealer technicians. Managing Technical Support Requests while ensuring timely responses and effective case management.

Posted 5/12/2026full-timeAllen Park • Missouri • 🇺🇸 United StatesJuniorMid-Level💰 $55,020 - $121,440 per yearWebsite

About the role

Key responsibilities & impact

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:
Researching workshop manuals, service publications and various other technical/engineering documents
Respond / 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 both Field Service Engineers and directly with Dealer Management/Service Personnel to ensure steady progression on each case.
Escalation of concerns to Level 2/Level 3 assistance for further support:
Escalation to and interface with PD Engineering, though JIRA Process (DSSH Model)
Escalation to and interface with FSE to provide in-dealership assistance.
FSE technical hands-on assistance
Capture data for FSE dealer process reviews
Participate in calibration sessions, peer reviews and team meetings, coaching and training sessions.
Supporting Hotline operations on site from 8 am until 8 pm EST.
Working on Saturdays will be required as needed.
Working on Ford scheduled Holidays will be required as needed.
Schedule may change due to the needs of the business.

Requirements

What you’ll need

High School diploma
2+ years of hands-on technical/diagnostic experience in automotive-related environments, including but not limited to:
Automotive manufacturers
Technical service organizations
Automotive dealerships
Independent repair facilities
Military vehicle maintenance
Automotive technical training programs
2+ years of experience in vehicle diagnostics and repair.
Supporting Hotline operations on site from 8 am until 8 pm EST.
Working on Saturdays will be required as needed.
Working on Ford scheduled Holidays will be required as needed.
Schedule may change due to the needs of the business.

Benefits

Comp & perks

Immediate medical, dental, vision and prescription drug coverage
Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, 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
Paid time off and the option to purchase additional vacation time.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

vehicle diagnosticsrepair planningtechnical service requestscase managementdata capturetechnical recommendationshands-on technical assistanceworkshop manuals researchservice publications researchengineering document analysis

Soft Skills

independent judgementcommunicationcollaborationcoachingtrainingproblem-solvingtime managementescalation managementpeer review participationcustomer service