Technical Support Analyst
Core
Case Analyst managing complex vehicle repair requests from dealer technicians, providing remote diagnostic and repair guidance to ensure timely resolution.
Role type
Senior IC technical support analyst (automotive)
Builds
End-to-end technical support for Ford dealerships
Domain
Automotive manufacturing and dealership service
Required skills
Vehicle diagnostics, repair planning, workshop manual research, case management, technical communication, escalation procedures
Preferred skills
Jira, automotive dealership service experience, OEM technical training, ASE certifications
Technologies
Jira, workshop manuals, service publications
Responsibilities
Manage multi-channel dealer technical service requests, provide remote diagnostic and repair guidance, 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
