Production Support Specialist

Responsibilities

• Act as a bridge between field teams and product teams to identify, resolve, and provide feedback on issues related to the Ford Service Reservation Plus program.
• Resolve issues submitted by various sources, including dealership personnel, field teams, product teams, and site reliability teams.
• Collaborate closely with Operations, Architecture, and Integration teams to troubleshoot and resolve production issues.
• Serve as the voice of the customer and dealer to product analysts, managers, and development teams.
• Continuously identify process efficiencies and improvements to serve dealers more effectively.
• Stay updated on new features and releases to provide high-quality support across all digital channels.

Requirements

• Bachelor's degree or equivalent professional experience.
• 2+ years of experience in Automotive Customer Service or Dealership operations.
• Technical background with the ability to quickly master new domains and identify trends.
• Strong analytical, interpersonal, and communication skills, with the ability to translate complex engineering concepts for non-technical audiences.
• Proficiency in Microsoft Office products.
• Proven ability to thrive in ambiguous environments and build strong working relationships with stakeholders.

Preferred Qualifications

• Understanding of Microsoft Power Apps.
• Strong organizational and project management mindset.
• Ability to use customer and dealer data to drive decision-making.
• Experience focusing on metrics and analytics to identify trends.

About the Company

MSX International has been a trusted partner to leading vehicle manufacturers, retailers, and mobility organizations globally for over 30 years. We help our clients transform their businesses and manage operations in sales performance, repair optimization, parts sales, and consumer engagement through industry expertise and innovative technology.