Technical Support Analyst (Naucalpan de Juárez)

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.