European Technical Specialist (SME)

We are seeking a highly skilled European Technical Specialist (SME) to act as the central technical authority for automotive concerns across the business. Supporting operations teams, dealerships, clients, and customers, you will provide expert guidance on complex vehicle issues, oversee technical escalations, and drive resolution of high-value and aged cases., Technical Support & Case Management

• Provide expert support to CX/DX Specialists on complex vehicle and technical concerns.
• Proactively monitor all technical cases to ensure timely progression and resolution.
• Manage and resolve technical actions within Salesforce and other support platforms.
• Review high-value and complex claims, providing detailed technical recommendations.

• Deliver guidance on vehicle systems including:

• SYNC and Infotainment
• IDS Diagnostics
• Electric Vehicles (EV)
• OTA (Over-the-Air) Updates
• Mechanical, electrical, and wiring systems

Technical Escalations & Specialist Ticketing

• Raise and manage JIRA tickets relating to SYNC and infotainment issues.
• Create and track ModProg tickets for IDS and software concerns.
• Manage Global Customer Relations (GCR) requests and White Alerts.
• Collaborate with Vehicle Line Investigators, DSP teams, Technical Hotlines, and Engineering teams to achieve successful resolutions.
• Act as an escalation point for complex vehicle line-specific concerns.

Stakeholder Collaboration

• Serve as the link between the Hub, National Sales Companies (NSCs), Field Service Engineers (FSEs), dealerships, and technical support teams.
• Lead and support Aged Case Meetings to reduce case age and improve customer satisfaction.
• Work closely with European Case Progression Leads (ECPLs) to resolve challenging technical cases.
• Provide real-time support through Salesforce, Microsoft Teams, email, and telephone channels.

Reporting & Analysis

• Analyse technical case data to identify emerging vehicle concerns and root causes.
• Utilise AI and reporting tools to detect trends and recommend improvements.
• Produce weekly performance dashboards and reports for leadership teams.
• Monitor issue volumes, escalation activity, and overall support impact.

Training & Knowledge Development

• Develop and distribute technical bulletins and “How-To” guidance for operational teams.
• Conduct technical onboarding sessions for new agents.
• Support continuous improvement of knowledge base content and technical resources.
• Share best practices to improve first-contact resolution and overall service quality.

This is an exciting opportunity for an experienced automotive professional with a strong technical background who thrives in a fast-paced environment and enjoys collaborating with a wide range of stakeholders to improve customer outcomes and vehicle uptime., * Proven experience working for a vehicle manufacturer or franchised automotive dealership.

• Strong technical and mechanical automotive background.
• Experience diagnosing and resolving complex vehicle concerns.
• Ability to interpret technical information and translate it into practical solutions.

Preferred Experience

• Experience working with Ford systems, including PTS, GTAC, and JIRA.
• Previous experience within a Contact Centre, Customer Relationship Centre (CRC), or Hub environment.
• Familiarity with technical escalation processes and cross-functional stakeholder management.

Skills & Competencies Technical Expertise

• Extensive knowledge of modern vehicle technologies, including:

• EV Systems
• Infotainment Systems
• OTA Updates
• Vehicle Diagnostics
• Chassis and Electrical Systems

Systems & Software

• Advanced knowledge of:

• Salesforce
• Pega
• JIRA
• SharePoint
• Strong Microsoft Office skills, particularly Word, Excel, and Outlook.

Professional Skills

• Strong analytical and problem-solving abilities.
• Ability to identify trends from data and translate findings into actionable guidance.
• Excellent communication and stakeholder management skills.
• Customer-focused mindset with the ability to balance technical and customer needs.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, proactive, and able to work with minimal supervision.
• Collaborative team player with a continuous improvement mindset., * Associate Degree, Bachelor’s Degree, or equivalent relevant work experience.