**Technical Hotline and Dispute Resolution Analyst**
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