Global Director, Predictive Dealer Tech & Field Service

Ford; Dearborn (MI); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Tuition assistance

Job summary

Ford is seeking a strategic Global Director to transform how technical support is delivered to dealers and field teams worldwide. You will drive a proactive, data-informed service-enablement capability and own enterprise metrics like Diagnostic Accuracy and Repair Order Duration.

In collaboration with CIDR, Diagnostics, Product Development, Quality, Design for Service, and Manufacturing, you will standardize processes, uplift field issue knowledge, and align workforce planning with future

Qualifications

• Bachelor’s degree required; master’s preferred.
• Proven leadership and coaching experience across operational and technical teams.
• Ability to translate strategy into actionable plans with measurable results.
• Strong collaboration across domestic and global organizations at all leadership levels.
• Excellent analytical and problem-solving capabilities.

Responsibilities

• Lead the strategy, performance, and modernization of global Hotline/TSO and FSE operations.
• Establish a closed-loop learning system for unresolved vehicle issues with cross-functional partners.
• Develop processes that convert field issues into validated knowledge and actionable guidance.
• Use data from field, cases, vehicles, and warranty to identify dealer and technician needs.
• Set priorities across technical domains based on trends, complexity, and impact.
• Guide workforce capacity, training, diagnostics content, tooling, and support strategy.
• Champion field learnings to improve service standards and diagnostics.
• Ensure validated outcomes inform upstream diagnostics and AI-enabled Support capabilities.
• Own enterprise metrics for Diagnostic Accuracy, FIRFT, and Repair Order Duration.

Skills

Leadership

Strategic planning

Stakeholder management

Data-driven decision making

Analytical thinking

Education

Bachelor’s degree

Master’s degree or MBA

Job description

Ford is seeking a strategic Global Director to transform how technical support is delivered to dealers and field teams worldwide. You will drive a proactive, data-informed service-enablement capability and own enterprise metrics like Diagnostic Accuracy and Repair Order Duration.

In collaboration with CIDR, Diagnostics, Product Development, Quality, Design for Service, and Manufacturing, you will standardize processes, uplift field issue knowledge, and align workforce planning with future