Ford Motor Company
Director Technical Hotline
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.
Shane Schmitt is an automotive service and customer experience leader with a diverse background spanning technical support, warranty parts, customer interaction, and operations. As Ford Technical Hotline Manager, Shane oversees 12 teams supporting technicians across the United States, Canada, and Mexico, working closely with warranty, engineering, field engineering, and training teams to strengthen technical support and improve technician and customer satisfaction.
Throughout his career, Shane has held roles with Ford Motor Company, General Motors, Porsche, Volkswagen of America, and Audi of America, bringing a broad perspective to the connection between technical assistance, service operations, warranty, and the customer experience.
Shane holds an MBA in Project Management from Lawrence Technological University and a Bachelor’s Degree in Business Administration from the University of Michigan-Flint.
