Global Director, Proactive Technical Support & Field Service

Lincoln Motor Company; Dearborn (MI); On-site; USD 150,000 - 210,000; Full time

Job summary

Ford Motor Company is seeking a Global Director to shape how technical support is delivered to dealers and field teams worldwide. The role will transform TSO and FSE into proactive, data-informed service-enablement capabilities and own enterprise metrics for Diagnostic Accuracy, FIRFT, and Repair Order Duration.

You will lead the strategy and modernization of global operations, build a closed-loop system for resolving vehicle issues, and use diverse data to anticipate dealer and technician needs

Qualifications

• Bachelor's degree required.
• 10+ years in a supervisory or managerial role leading operational/technical teams.
• Experience building cross-functional relationships across domestic and global organizations.

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 field and vehicle data to identify dealer and technician needs and inform workforce planning.

Education

Bachelor's degree

Job description

Ford Motor Company is seeking a Global Director to shape how technical support is delivered to dealers and field teams worldwide. The role will transform TSO and FSE into proactive, data-informed service-enablement capabilities and own enterprise metrics for Diagnostic Accuracy, FIRFT, and Repair Order Duration.

You will lead the strategy and modernization of global operations, build a closed-loop system for resolving vehicle issues, and use diverse data to anticipate dealer and technician needs