Dan Dobbs

Getting The Right Support To The Dealer: The Evolution Of Technical Assistance

As vehicle complexity, technician shortages, digital tools and AI reshape technical support, TAC organizations are rethinking how dealers access the right expertise at the right time. This panel explores the evolution toward a hybrid TAC model, including Ford’s journey from outsourced support to an in-house technical hotline, and examines four critical areas: the changing TAC model, today’s operational challenges, AI in technical assistance, and the operational wins that are shaping what comes next.

Bio

Kerwyn (Dan) Dobbs is currently a Solutions Architect for the Vehicle Services Group of Advantage Technical. A former Global Warranty Strategy Manager at Ford, he led the redesign of dealer warranty measurement and introduced an automated prior approval process for major powertrain assemblies—both still in use globally, driving significant savings and reducing dealer workload.

With a broad career spanning corporate, dealership, and teaching roles, Dan is recognized as a 6-Sigma Master Black Belt and trusted analytics leader. His expertise includes warranty cost control, customer and technical support operations, recalls, IT management, auditing, quality, and process improvement. He also holds an MBA from the University of Michigan–Dearborn, specializing in data modeling and optimization.