Technical Support Case Analyst
Core
Case managing technical support requests from dealer technicians to provide remote diagnostic and repair guidance for complex vehicle repairs.
Role type
Technical Support Case Analyst
Builds
End-to-end technical support for Ford dealerships
Domain
Automotive / Vehicle Diagnostics
Deliverable
client delivery
Required skills
Vehicle diagnostics, repair planning, workshop manual research, case management, technical communication, escalation management
Preferred skills
Jira, automotive dealership service experience, ASE certification, OEM technical training
Technologies
Jira, workshop manuals, service publications
Responsibilities
Manage multi-channel dealer technical service requests, provide diagnosis and repair plans, coordinate with Field Service Engineers and Dealer Management, escalate concerns to Level 2/3 assistance, maintain case aging objectives
Seniority
Mid-level, hands-on IC