Support Engineer

• Monitor and manage the corporate inventory of orders and vehicles on Ford’s eCommerce platforms, ensuring 100% data integrity and availability.
• Act as the first line of support for users; use SQL queries to investigate data discrepancies and resolve application issues affecting the order process.
• Partner with European IT teams to escalate technical bugs, track the backlog of fixes, and participate in issue reviews.
• Identify bottlenecks in the current fulfilment workflow and recommend data-driven enhancements to the Development teams.
• Create and maintain high-quality user guides and process documentation to empower National Sales Companies and other stakeholders.
• Work cross-functionally with Manufacturing, Logistics, and Marketing teams to ensure a seamless "Order-to-Delivery" journey.

Business Support Analyst, Central Order Fulfilment

• Provide technical support across various systems, focusing on diagnostics and root cause analysis.
• Resolve technical inquiries from Customer Dealers and internal teams.
• Guide dealers through repair processes and ensure accurate case documentation.
• Collaborate with dealer technicians and internal agents to resolve complex technical issues.
• Document cases and technical data in internal systems.
• Coordinate Field Engineer visits.
• Engage in training and product knowledge exchange.
• Collaborate with engineers, project managers, and dealership staff to share insights and trends.
• Occasionally conducting vehicle testing and servicing arrangements.
• Escalate cases when necessary, ensuring all relevant information is included and properly documented.
• Contribute to customer satisfaction by delivering high-quality diagnostic and repair support.

Dutch-speaking Automotive Technical Support Specialist

• Provide technical and business support for internal and external users of GSCF applications.
• This includes providing quick resolutions for application issues and leading technical discussions with clients and projects.
• Closely work with Product, DevOps, and Developers to investigate and resolve reported issues.
• Participate in application releases - from gathering requirements, requirement analysis, performing UAT testing, to assisting in deployments to production.
• Post deployment checks and continuous monitoring of all applications.
• Troubleshoot application errors and suggest appropriate resolution.
• Assess risk and impact of production issues and communicate the same with business and technology teams in a timely manner.
• Ensure that database performance, storage, data scrambling procedures, data archiving procedures are in place and functioning correctly.
• Create and maintain PostgreSQL scheduled reports.
• Administer Jira and confluence.
• Documenting system architecture, tools, and other technical support documentation.
• Act as a liaison between application users, internal technical teams, and infrastructure departments.
• Act as SME to stakeholders and/or other team members.

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Business Support Analyst, Central Order Fulfilment

Dutch-speaking Automotive Technical Support Specialist

Application and Database Support Engineer