Racing and Performance Specialist

DescriptionAs 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 Primary Location: US-MI-DearbornReq ID: 04AKN

Created: 2026-03-04