Field Service Engineer - Manchester, New Hampshire

Ford Motor Company; Bedford (NH); On-site; USD 90,000 - 120,000; Full time

Job summary

Ford Motor Company is seeking a Field Service Engineer to support Ford and Lincoln dealerships in the Greater Manchester area, diagnosing complex vehicle concerns, guiding repair strategies, and improving service processes to enhance customer ownership experiences.

You will spend time in dealerships, lead technical training, and partner with dealership leadership to drive quality, efficiency, and customer satisfaction across a dynamic field environment.

Qualifications

• Bachelor's degree is required.
• 2+ years of automotive dealership diagnosis and repair experience.
• 2+ years of experience using Microsoft 365 (Outlook/Teams/Word/Excel/PowerPoint).
• Valid, unrestricted driver's license.
• Ability to operate manual transmission vehicles.
• Willingness to travel with overnight stays on a weekly basis.

Responsibilities

• Visit assigned Ford/Lincoln dealerships on a regular cadence to review service department health, repair trends, and warranty compliance.
• Lead diagnosis and repair strategy on difficult vehicles and provide diagnostic guidance to dealership technicians.
• Support dealership leadership with consultative process improvements, training plans, and root-cause analyses.

Skills

Diagnostic & repair experience

Education

Bachelor's degree

Tools

Microsoft 365

Job description

We made history and now we work to transform the future - for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters.

In this position...

As a Field Service Engineer, you'll be the go-to technical expert and trusted advisor for Ford and Lincoln dealerships in your assigned Tech Zone. This is a highly visible, hands-on role where you'll diagnose the toughest vehicle concerns, improve dealership service processes, and help ensure customers have an excellent ownership experience.

This candidate will be in the Greater Manchester New Hampshire area.

What You'll Do...

You'll spend about 4 days per week in Ford and Lincoln dealerships, focusing on three primary areas:

• Routine Dealership Visits & Service Performance
  • Visit assigned dealerships on a regular (approximately 30-day) cadence.
  • Meet with the General Manager and Dealer Principal to review:
  • Overall health of the service department
  • Repeat repair trends
  • Fixed Right the First Time and Repeat Repair performance
  • Warranty compliance
  • Technical Training Competencies
  • Provide insights and recommendations to improve repair quality, efficiency, and customer satisfaction.
• Technical & Repair Assistance
  • Provide in-dealership repair assistance for properly escalated technical hotline cases.
  • Lead diagnosis and repair strategy on "difficult to repair" vehicles through to resolution in a timely, expedited manner.
  • Offer clear diagnostic guidance and coaching to dealership technicians to strengthen their long-term capabilities.
• Legal, Customer Relations & Dispute Resolution Support
  • Support Ford legal counsel, executive liaison, and dispute resolution teams.
  • Perform vehicle inspections and, when needed, complete final repair attempts.
  • Serve as a technical expert in depositions, arbitrations, and trials, representing Ford's repair standards and technical position.

Consultative & Process Improvement Initiatives

Beyond repair support, you'll play a key consultative role with dealership leadership:

• Technician Training & Development
• Help dealerships create and maintain technician training plans that match skill levels and growth goals.
• Ensure technicians understand their development path and that management actively supports it.
• Make sure dealership leadership understands the training requirements needed to improve repair capability and technical competence.
• Root Cause & Process Analysis
• Analyze why Field Service Engineer involvement was needed on difficult-to-repair vehicles.
• Identify dealership process gaps that may have contributed to repair challenges.
• Present consultative, practical solutions to General Managers and Dealer Principals and track follow-up actions and results.
• Warranty & Service Process Optimization
• Partner with service departments to improve repair processes that support appropriate Ford Motor Company warranty expenditures.
• Help dealerships drive better outcomes in quality, cost, and customer satisfaction.
• Tools, Equipment & Technician Programs
• Ensure dealerships maintain a robust and complete inventory of Essential Service Tools and Equipment.
• Promote Ford's technician entry, recognition, and retention programs.
• Coach dealership management on leveraging these programs to recruit, develop, and retain top technician talent.

You'll have...

• Bachelor's degree
• 2+ years of automotive dealership diagnosis and repair experience.
• 2+ years of experience using Microsoft 365 (e.g., Outlook, Teams, Word, Excel, PowerPoint).
• Valid, unrestricted driver's license.
• Ability to operate manual transmission vehicles.
• Ability and willingness to travel with overnight stays on a weekly basis.

Even better, you may have...

• Ford and/or Lincoln specific Automotive Repair Technical Training, including heavy trucks and diesel.
• Automotive Service Excellence (ASE) certifications in one or more of the following:
• A, C, E, G, H, L, T, X series
• 5+ years of Hands-on vehicle diagnosis and repair experience (dealership or independent), especially with Ford and/or Lincoln brands.
• Proven ability to independently plan, organize, reorganize, prioritize, and problem-solve in a dynamic field environment.
• Strong professionalism and customer-facing skills, including:
• Service and customer interface experience
• Comfort working with dealership leadership, customers, and cross-functional Ford teams
• Strong interpersonal skills, with the ability to:
• Command respect in the shop and the boardroom
• Influence without direct authority
• Navigate difficult conversations with dealership leaders, technicians, and customers

As an established global