Technical Support Case Analyst will manage dealer technical service requests (multi-channel) for complex vehicle repairs, provide timely initial responses, and use independent judgment to communicate with technicians of varying skill levels to develop diagnosis and repair plans. This role involves researching workshop manuals and service publications, formulating technically accurate recommendations, and determining final disposition of repairs to close cases, including outreach to technician or dealer service management as needed. You will maintain proactive case management to meet aging objectives, and collaborate with Field Service Engineers and Dealer personnel to ensure steady progress on each case. Escalation to Level 2/3 support and coordination with PD Engineering via Jira (DSSH Model), and with Field Service Engineers for in-dealership assistance. Participate in calibration sessions, peer reviews, and team meetings, coaching and training activities. The role supports Hotline operations on site from 8:00 AM to 8:00 PM EST, with occasional Saturdays and Ford-designated holidays required. Scheduling may change based on business needs. Qualifications include a High School diploma and 2+ years of hands-on technical/diagnostic experience in automotive environments, including automotive manufacturers, technical service organizations, dealerships, independent repair facilities, military vehicle maintenance, and formal automotive training programs. 2+ years of vehicle diagnostics and repair experience. Preferred qualifications include a Bachelor's degree or higher in a tech

Technical Support Case Analyst will manage dealer technical service requests (multi-channel) for complex vehicle repairs, provide timely initial responses, and use independent judgment to communicate with technicians of varying skill levels to develop diagnosis and repair plans. This role involves researching workshop manuals and service publications, formulating technically accurate recommendations, and determining final disposition of repairs to close cases, including outreach to technician or dealer service management as needed. You will maintain proactive case management to meet aging objectives, and collaborate with Field Service Engineers and Dealer personnel to ensure steady progress on each case. Escalation to Level 2/3 support and coordination with PD Engineering via Jira (DSSH Model), and with Field Service Engineers for in-dealership assistance. Participate in calibration sessions, peer reviews, and team meetings, coaching and training activities. The role supports Hotline operations on site from 8:00 AM to 8:00 PM EST, with occasional Saturdays and Ford-designated holidays required. Scheduling may change based on business needs. Qualifications include a High School diploma and 2+ years of hands-on technical/diagnostic experience in automotive environments, including automotive manufacturers, technical service organizations, dealerships, independent repair facilities, military vehicle maintenance, and formal automotive training programs. 2+ years of vehicle diagnostics and repair experience. Preferred qualifications include a Bachelor's degree or higher in a tech