Global Director, Dealer Technical Support & Field Service Engineering

Ford Model e U.S.; Dearborn (MI); On-site; USD 180,000 - 270,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Parental leave & family care programs

Tuition assistance

Vehicle discount program

Job summary

Ford Motor Company seeks a Global Director to shape how technical support is delivered to dealers and field teams worldwide. You will transform TSO and FSE into a proactive, data-informed service-enablement capability with closed-loop issue resolution.

You’ll partner across the enterprise to drive predictive insights, workforce planning, and standardized processes while allowing regional flexibility and accountability for performance metrics.

Qualifications

• Bachelor’s degree required; leadership experience in supervisory roles.
• Proven ability to coach and develop talent across global teams.
• Strong relationships across domestic and global organizations at all levels.
• Strategic thinker translating enterprise strategy into actionable plans.
• Excellent organizational, prioritization, and analytical skills.

Responsibilities

• Shape how technical support is delivered to dealers and field teams worldwide.
• Establish closed-loop processes turning field issues into validated knowledge and actions.
• Own enterprise performance metrics for diagnostic accuracy and repair times.
• Drive global process consistency with appropriate regional flexibility.
• Collaborate across enterprise to inform workforce planning and training content.

Skills

Leadership

Strategic planning

Cross-functional collaboration

Stakeholder management

Data-driven decision making

Process improvement

Communication

Mentoring & coaching

Education

Bachelor's degree

MBA or Master’s degree

Job description

Ford is seeking a strategic, results-oriented leader to shape how technical support is delivered to dealers and field teams around the world. The Global Director will transform TSO and FSE into a more proactive, predictive, and data-informed service-enablement capability.

In partnership with teams across the enterprise, this leader will establish a closed-loop process for turning complex and unresolved field issues into validated knowledge, corrective actions, and reusable technical guidance. Field insights will inform workforce planning, training, diagnostic content, tooling, and future vehicle serviceability.

The Global Director will own enterprise performance for Diagnostic Accuracy, FIRFT, and Repair Order Duration, while driving global process consistency and enabling appropriate regional flexibility.

You’ll Have...

• Bachelor’s degree.
• At least 10 years of experience in a supervisory or managerial role, with a demonstrated record of leading, coaching, and developing talent across operational and technical teams.
• Demonstrated ability to build strong relationships and collaborate across domestic and global organizations at all leadership levels.
• Strategic mindset and the ability to translate enterprise strategy into actionable plans and measurable results.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Exceptional analytical and structured problem-solving skills, with a track record of driving continuous improvement.
• Excellent interpersonal, written, and verbal communication skills, including the ability to align multidisciplinary and global stakeholder groups.

You May Also Have...

• Master’s degree or MBA.
• 6-Sigma Black belt
• Experience in automotive technical support, field service engineering, vehicle diagnostics, dealer operations, or aftersales service.
• Experience leading global operations, organizational transformation, or cross-functional process standardization.
• Experience using operational, vehicle, warranty, or connected-vehicle data to guide business decisions and improve service outcomes.

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

This position is a leadership level 4.

For more information on salary and benefits, click here:

https://fordcareers.co/LL4Benefits

Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660.
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