I am with a staffing agency that runs a technical service hotline to
help dealership techs solve difficult issues. We need to locate
interested techs with certifications to work on the hotline, do any
you have suggestions of nontraditional ways to find expereinced
Any input would be greatly appreciated or if you know someone that
would be interested in this type of opportunity feel free to contact
I am unsure of what "dealerships" you will be assisting.. perhaps other than
used car dealers since all new car dealer shops will have access to factory
There will be some pitfalls in an "all make" type hotline since the major
part of any "expertise" is going to be in product knowledge. This is only
one of the fine points someone less versed in the automotive trades may miss
It is very hard to be a "decent" tech... harder yet to be a good tech... but
all to easy to be a crappy one. With the state of current technology, we
find "general techs", while still in demand as far as auto repairs are
concerned, aren't the kind of techs needed in a technical assistance venue.
Ask me about a PwerStroke Diesel, and I can expound for hours.... ask me
about a Cummins or DuraMax and I start most statements with "I think....".
Ask me about Ford trucks and you'll find I have very good product
knowledge...Ford cars will be a very different thing and my only claim to
fame will be my abilty to navigate Fords three main workshop documents as
well as understand what OASIS can do for me....
Your candidates will need to be intelligent, border-line overachievers,
possess great desire and good product knowledge. They will need to have an
"ear to the ground" in any available public forums dealing with their "stock
in trade"... and access to recent documentation and/or training (not the
"infommercial" training sessions that many suppliers enjoy delivering).
You might be further ahead with sites like www.flatratetech.com (there may
be a frosty welcome since these guys do have an agenda) or putting up ads on
sites like http://www.forddoctorsdts.com/ . For any technical assistance
board to succeed, you will need talented people.... talented people usually
realize that what is in their heads is worth far more money than what their
hands can earn alone....
He is talking about the FORD technical hotline. Its in Allen Park, MI about
300ft from the protoype center, and just down the road from the proving
grounds. Its in a building called FCSD Building 1. FCSD stands for Ford
Customer Service Division, and is part of SEO (Service Engineering
Operations). I worked for TAC last summer as an intern on the Ford hotline.
They truly handle calls from all over the country, including alaska and
hawaii from Ford dealerships.. I believe they also supply techs for the GM
hotline as well.
That is why the hotline is broken up into groups. There is Truck BCE (Body
Chassis Electrical), Car BCE, SUV BCE, Manual Trans/Driveline, auto trans,
4cyl, 6cyl, 8cyl, and diesel groups all in the one call center that handles
about 2,000 calls a day.
You obviously dont work for a FORD dealership. When you run and Oasis
report on PTS it generates a number. You enter the Oasis number when you
call the hotline and the call center dialer will put you in the cue that
belongs to the group that your problem will be addressed by.
Every tech hired at the hotline has to pass a basic competency exam before
they will even think about it. ASE certified isnt required as most guys wont
turn a wrench again, but it's an added bonus.
AS well as all the available tools that the dealers have, the hotline
engineers have access to past reports for similiar problems, as well as
special messages that are past around the hotline. If an hotline engineer
has an ingenius idea about how to fix a problem, and can get engineering to
sign off on it, then they write a first note for the hotline, then it has to
get approved by legal for it to become a SMS, then if it becomes big enough,
then it becomes a TSB. If the problem is corrected at the plant via the SME
and the PVT meetings, then the SMS is archived and wont become a TSB.
ALL hotline engineers recieve new model training as well as an in depth
brush up course on how to troubleshoot problems in their group when first
hired. I got 4wks training for just an internship, and the full time hires
got an extra 3wks on that. Accordingly BCE guys get more NVH, and
Electrical/Electronics training, and the engine guys have their specialized
training. Also, EVERY model has an SME (Subject Matter Expert), if a
HE(hotline engineer) has a problem he cant fathom, then that is what the
HOLD button is for on the phone. He can ask the SME about it and get their
input. SME's have direct access to PVT guys as well as some other nifty
The pay and benefits are comparable to what Ford direct employees recieve,
since they work hand in hand with Ford employees. But if you dont have
atleast a Bachelors degree, dont think about becoming a Ford company
Ford Tech is complete right, this is a Ford Hotline and I appreciate
all of your responses. We have tried the traditional methods of
monster and dice, but we are looking for the places that you guys as
techs come for info and advice, but not neccassarily looking for work.
I have found that while Ford Tech has experience in this type of
environment that most have not. I have tried flatratetech in the past,
but forddoctorsdts.com is new to me. This is exactly the type of
advice that I was looking for.
As for response to our positions, currently we are only supporting the
Ford hotline ( which we do exclusively). If any of you know someone
that may be interested in this type of work please either drop me a
line here or send your resume in my email is list above.
P.S. Hey Ford Tech Samara Skowronski was wondering who you were?
I always view headhunter type posts with one raised eyebrow (strange, since
I'm currently trying to fill several soon to be completed new bays in an
extension to our existing shop). For my part, I am usually more receptive to
those that come right out and state exactly what their intentions and
conditions are.... (I think they call me a dinosaur, in some circles).
While Ford Tech has picked up on your return address, I have little use for
that particular information and it doesn't ring any bells.... my time is
spent fixing these things and it is, sometimes, all I can do to recall
references to where I can find the information I need to satisfy my
Occasionally, I wonder what hotline techs earn and what technical
instructors earn.... but I am often reminded that my position (shop
foreman), stressful as it may be, returns rewards that other venues can't...
Given that you are already looking for people that need to be of high
calibre, I wish you luck. I always approach hotline with mixed emotions -
other than having first notice of impending pattern failures, they don't
offer much that a conscientious, intelligent tech hasn't already assessed.
I wish you good luck in your search.
As an afterthought.... you might also consider iATN. While some of the
people they allow in to the system seem to have dubious qualifications, they
do have some smart cookies on board. I had no doubts that, as Ford Tech
pointed out, that hotline techs receive regular training.... but we both
have to admit that it isn't hard to pass an open book test.
I can't afford the pay hit that an advisory position might entail, but I
still wouldn't mind seeing if I could "pass muster" on any prerequiste
"A day without learning is a day wasted...".
I apologize, the way you put your statement made it sound as though you did
not work at a dealership, or even at a Ford dealership, and that you hadn't
heard of the Ford hotline. And the pay if comparable to a dealership in the
Detroit area, probably better, but there benefits package parellels Ford
Motor Companies benefits.
As for the return adress I just hit reply to group, or reply to sender, and
it will bring up his e-mail.
As to some of your other replies, you have to remember not everyone at the
hotline is a stellar candidate for Senior Tech of the Year, but at the same
time, there are some smart cookies up there. And they arent engineering.
They are mechanics like you an me. So they arent supposed to try and explain
why something will go wrong, with computers it could be any number of
I don't work for a Ford dealer??? Enough to know that generating an OASIS
report no longer automatically gives you a 9 digit number - The new system
has you request hotline assistance (and I don't recall making any mistaken
claims to that, anyway) and either allows asking a general type question (I
must admit that I like the text messaging when my request has been answered)
or an "instant" number..... Enough to know that I get to select option 5
after I call in... I fail to see where anything I said indicates that I
DON'T work for a Ford dealer.
As a working shop foreman, my main stock in trade is any vehicle that is
making a repeat visit for the same concern or a vehicle that has a concern
that is difficult to recreate.....
I always approach hotline with mixed emotions.... many times for no other
reason than to lay some groundwork for a warranty claim that looks like it
could go into "overtime" or require the replacement of parts on speculation.
Most of the hotline techs I have dealt with are, at the very least, good for
bouncing ideas off - making sure I haven't shortchanged myself on any
particular diagnostic steps (I usually have more and bigger guns pointed at
my head than the line techs) or, hopefully, that I haven't missed any steps.
I'm sure that we both know that every PPT will end with us replacing a
module and we both know that replacing the module usually wont fix the
concern. For my part, hotline will either have me do the "DUH!!" thing or be
of no assistance at all (a recent "no charge after cold start" on an 07
Expedition comes to mind - at least the hotline tech didn't have to freeze
his 'nads finally solving the problem - in the shop, this charging system
ALWAYS passed with flying colours).
At the same time, they couldn't tell me what might have me see 900mV on ckt
904 at C102a on an 05 Excursion nor could they tell me why this mystery
voltage would only turn the alternator on (with the key off) randomly and
only below freezing... unfair to them? You bet... at the same time, my help
request was misread and I received a lecture on the proper way to conduct a
parasitic draw test (after I told them what my parasitic draw was). One can
only imagine what some of the help requests might be.....
Now... what was it that made you feel I wasn't employed by a Ford dealer?
And how could you forget broadcast messages?
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