Racing and Performance Specialist

Job Description - Racing and Performance Specialist (04

AKN)

Racing and Performance Specialist (04

AKN)

US-MI-Dearborn

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.

• 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.

• 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

• 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.

• 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.

Hybrid work arrangement, onsite in Dearborn, MI