Technical Hotline and Dispute Resolution Analyst

Ford Motor Company • Lincoln, NE • 2d ago

We are the movers of the world and the makers of the future. At Ford, we roll up our sleeves every day to build a better world-together. Are you ready to change the way the world moves?

As part of the Ford Customer Service Division (FCSD) strategy to reimagine the dealer support model, Service Engineering & Operations is establishing a dedicated team to manage and resolve technical cases from dealer technicians. In addition, this role will support dispute resolution activities involving warranty, legal compliance, and case testimony, offering a unique blend of technical, legal, and customer service experience.

This position is located in California and is a hybrid role requiring up to 80% travel.

In this role, you will:

Technical Hotline Support

Manage multi-channel Dealer Technical Support Requests for complex repairs

Respond promptly and provide remote diagnostic guidance and repair planning

Use workshop manuals, engineering documentation, and service bulletins to create accurate technical responses

Maintain timely case progression and resolution within aging objectives

Collaborate with Field Service Engineers and dealership personnel to ensure resolution

Escalate issues to Engineering and Field Teams as necessary

Participate in calibration, peer review, and continuous improvement efforts

Dispute Resolution & Legal Case Support

Serve as a Subject Matter Expert on warranty policy, dispute resolution, and repair documentation

Coordinate buyback and legal case repairs, inspections, and vehicle tracking

Act as a liaison with Dispute Resolution Panels, Small Claims Court, and the Attorney General's Office

Provide expert testimony on behalf of the company in federal/state Lemon Law proceedings

Support dealer process improvement initiatives (e.g., Technical and warranty training, RO documentation, service repair process)

Lead communications with outside legal counsel, regional teams, and dispute board

You'll have:

Bachelor's Degree in Automotive Technology, Automotive Management, or equivalent

2+ years of hands-on automotive technical or diagnostic experience

2+ years of experience using Microsoft Office Suite

Strong interpersonal skills, ability to communicate with varying technician skill levels

Ability to travel up to 80%

Proficiency in remote vehicle diagnostics and repair planning

Excellent case management and documentation skills

Even better if you have:

Master's degree (technical field preferred)

ASE Certifications or OEM Senior Master Certifications

Automotive Lemon Law or paralegal/legal experience

Experience in legal documentation, trial testimony, and repair order classification

Automotive dealership or retail service experience

Advanced understanding of federal/state warranty laws and dispute resolution programs

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder...or all of the above? No matter what you choose, we offer a work life that works for you, including:

Immediate medical, dental, and prescription drug coverage

Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up childcare and more

Vehicle discount program for employees and family members, and management lease

Tuition assistance

Established and active employee resource groups

Paid time off for individual and team community service

A generous schedule of paid holidays, including the week between Christmas and New Year's Day

Paid time off and the option to purchase additional vacation time

For a detailed look at our benefits, click here:

This position is a range of salary grades SG6-SG8

Visa Sponsorship is not available for this role

Requisition ID : 48521

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