Technical Support Analyst

Job Description

The Technical Support Analyst (TSA) of the US Technical Hotline, reports directly to a Team Leader and is responsible for providing multiple channel Commodity-based technical service assistance to Ford and Lincoln Dealers from Canada and the United States of America.

Responsibilities

• Facilitate culture of customer care and focus to role modeling Ford OS.
• Respond to Dealer multi-channel (Web/Phone/See What I See (SWIS)) inquiries for complex technical vehicle repair concerns.
• Exercise independent judgment after significant research to formulate technically accurate, professional, and timely responses.
• 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.).
• Participate in monthly calibratio...