<p>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.</p> <p>Responsibilities</p> <ul> <li>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. </li><li>Technical Expertise: Provide detailed product information, pricing, and availability for Ford Accessories and Performance Parts, including niche and specialty vehicles (SVT, etc.). </li><li>Warranty Administration: Administer warranties using Ford systems (OWS), including prior approvals, labor payments, and specialized crate engine warranty analysis. </li><li>Physical Component Review: Inspect returned warranted components to recommend resolutions (warranty, goodwill, or charge-back) to engineering and marketing teams. </li><li>Event Representation: Attend and support major industry events (e.g., SEMA, PRI Show) to provide in-person expertise and represent the brand. </li><li>Content & Catalog Maintenance: Assist in updating the online Ford Performance Parts catalog and proofreading installation/instruction sheets. </li><li>Case Ownership: Manage the end-to-end resolution of customer issues, identifying emerging quality or fitment trends and sharing feedback with management. </li></ul> <p>Education</p> <ul> <li>High School Diploma or equivalent required </li><li>Automotive Technical based degree from College or Technical/Vocational school or equivalent industry experience required </li><li>ASE and/or Manufacture Certification preferred </li></ul> <p>Experience</p> <ul> <li>Minimum 2-3 years of customer service experience </li><li>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 </li><li>Automotive technical aptitude required (multiple assessments required) </li><li>Engine diagnosis and repair experience </li><li>Strong interest in automotive performance, racing, or vehicle customization. </li><li>Experience in the automotive aftermarket or performance parts industry is highly preferred. </li></ul> <p>Skills</p> <ul> <li>Deep familiarity with Ford's proprietary tools (PTS/Oasis, OWS, OEConnection, etc.). </li><li>Excellent communication skills (written and verbal) with a focus on Net Promoter Score (NPS) performance. </li><li>Proven track record of driving high NPS and QA scores. </li><li>Strong organizational skills to balance administrative leadership duties with active production work. </li></ul> <p>Other</p> <ul> <li>Hybrid work arrangement, onsite in Dearborn, MI </li></ul>