Job description
in this dynamic role, you will collaborate closely with dealer technicians and cross-functional teams to resolve complex vehicle issues. You will:
* support dealer network: partner directly with ford and lincoln dealers to diagnose, repair, and resolve customer vehicle concerns.
* provide technical guidance: offer expert support on diagnostic tools and software protocols via multi-channel platforms (phone, web/gtac, and see what i see (swis) technology).
* streamline parts availability: interface with the sp&l warehouse, field engineers, and management to ensure the availability of critical and high-demand parts.
* collaborate internally: provide technical assistance to the customer relations center (crc) and offer mentorship to other team members.
* stay ahead of the curve: participate in continuous training and development on emerging and upcoming automotive technologies.
responsibilities
* dealer & internal collaboration: serve as the key interface between dealer service personnel (service managers, shop foremen, technicians) and internal ford motor company departments (product concern, quality, recall, warranty, and service publications).
* technical leadership: act as a thought leader in diagnostic processes, driving forward-thinking methods for problem identification and resolution.
* cross-functional partnership: collaborate across ford pro to develop technical analyses and documentation, effectively communicating insights to quality, management, and executive teams.
* operational excellence: drive key performance metrics to optimize uptime for immobilized vehicles, boost dealer shop productivity, improve fixed right first time (firtft) rates, and enhance the customer experience.
qualifications
* education: bachelor’s degree in an automotive-related field (e.g., automotive technology/management, advanced vehicle systems, automotive engineering, mechanical engineering, or related).
* experience: 1–2 years of hands‑on automotive service, diagnostics, and repair experience is highly desirable.
* technical skills: strong technical competency, proficient computer skills, and familiarity with diagnostic software.
* soft skills: excellent problem‑solving and critical‑thinking abilities, combined with a strong sense of accountability and teamwork.
* language: upper‑intermediate to advanced english proficiency (b2/c1), with the ability to confidently hold technical and business conversations.
disclaimer: ford motor company is an equal opportunity employer, as we are committed with a diverse workforce, and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran and basis of disability.
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