As a Racing and Performance Customer Support Specialist, you will be the face of Ford Genuine & Licensed Accessories and Ford Performance Parts. This is a high-touch, technical role that requires a passion for the automotive industry and a commitment to ownership. You will manage the entire customer journey—from product inquiries and installation tips to complex warranty claims—via voice, chat, email, and in-person interactions.
Responsibilities
- Omni-channel Support: Handle inbound and outbound customer contacts via voice, chat, and email, ensuring every case is logged and classified accurately in the CRM.
- Technical Expertise: Provide detailed product information, pricing, and availability for Ford Accessories and Performance Parts, including niche and specialty vehicles (SVT, etc.).
- Warranty Administration: Administer warranties using Ford systems (OWS), including prior approvals, labor payments, and specialized crate engine warranty analysis.
- Physical Component Review: Inspect returned warranted components to recommend resolutions (warranty, goodwill, or charge-back) to engineering and marketing teams.
- Event Representation: Attend and support major industry events (e.g., SEMA, PRI Show) to provide in-person expertise and represent the brand.
- Content & Catalog Maintenance: Assist in updating the online Ford Performance Parts catalog and proofreading installation/instruction sheets.
- Case Ownership: Manage the end-to-end resolution of customer issues, identifying emerging quality or fitment trends and sharing feedback with management.
Education
- High School Diploma or equivalent required
- Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required
- ASE and/or Manufacture Certification preferred
Experience
- Minimum 2-3 years of customer service experience
- Minimum 2-3 years’ recent experience as an automotive technician in a powertrain or 3-5 years technical knowledge with performance parts and/or accessories, or equivalent training – required
- Automotive technical aptitude required (multiple assessments required)
- Engine diagnosis and repair experience
- Strong interest in automotive performance, racing, or vehicle customization.
- Experience in the automotive aftermarket or performance parts industry is highly preferred.
Skills
- Deep familiarity with Ford’s proprietary tools (PTS/Oasis, OWS, OEConnection, etc.).
- Excellent communication skills (written and verbal) with a focus on Net Promoter Score (NPS) performance.
- Proven track record of driving high NPS and QA scores.
- Strong organizational skills to balance administrative leadership duties with active production work.
Other
·Hybrid work arrangement, onsite in Dearborn, MI
