Technical Support Operations Manager

Ford; Charlotte (NC); Hybrid; USD 116,000 - 218,000; Full time

Benefits offered by this job

Health coverage

Parental leave

Tuition assistance

Vehicle discount program

Paid time off

Paid holidays

Job summary

Ford in the United States seeks a Technical Support Operations Manager to lead the Mid-Atlantic Technical Field Operations team, covering the Washington DC and Charlotte regions. You will recruit, train, and coach TOLs and FSEs, drive performance metrics, and align with dealers to improve repair quality and efficiency.

You will collaborate with regional management on escalated issues, support product launches, and promote proactive dealer partnerships.

Qualifications

• 5+ years in automotive or dealership operations, service engineering, or related field.
• 5+ years of supervisory or people-leadership experience across multiple locations.
• 5+ years of analytical experience with data-driven insights.

Responsibilities

• Lead the Mid-Atlantic Technical Field Operations team and represent Service Engineering and Operations.
• Recruit, onboard, train, develop, coach, and lead TOLs and FSEs; set expectations and monitor performance.
• Use metrics to identify opportunities, guide priorities, and deliver consistent results.
• Build relationships with regional management and dealers to align on purpose.
• Resolve escalated technical issues with dealer technicians and hotline support.
• Coach dealers on service capability, tools, and process adherence for efficiency.
• Drive improvements in repair accuracy and speed of repair.
• Provide technical assistance for product launches and quality initiatives.
• Take on additional assignments in emerging or undefined areas.

Skills

Automotive industry experience

Leadership / people management

Data analysis

Education

Bachelor's degree

Job description

Technical Support Operations Manager

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...

The Technical Support Operations Manager (TSOM) leads Ford's Technical Field Operations team supporting Ford and Lincoln dealers across the Mid-Atlantic market, including the Washington, D.C., and Charlotte, N.C., regions. The TSOM represents Service Engineering and Operations in the assigned market and is accountable for recruiting, training, developing, and leading assigned Technical Operation Leaders (TOLs) and Field Service Engineers (FSEs).

The role partners with regional management, dealers, and other general office teams to resolve escalated technical issues and strengthen dealer service repair operations. Through targeted coaching on technician training, tool and equipment availability, and process adherence, the team helps improve shop efficiency, repair quality, and speed of repair. The TSOM also develops the field team to be a proactive partner in dealer success - helping address technical and operational challenges before they accelerate and advancing consistent, high-performing service operations across the market.

This candidate will be in the Charlotte, NC area.

What you'll do...

• Lead the Mid-Atlantic Technical Field Operations team and represent Service Engineering and Operations throughout the assigned market.
• Recruit, onboard, train, develop, coach, and lead assigned TOLs and FSEs; set clear expectations, support performance, and build team capability.
• Use disciplined processes and performance metrics to identify opportunities, guide team priorities, and deliver consistent results.
• Work with local regional management to build strong relationships and maintain alignment and consistency of purpose with dealers.
• Lead the field team in resolving escalated technical issues that dealer technicians and the technical hotline are unable to close.
• Coach dealers on service capability and efficiency opportunities, including technician training, tool and equipment availability, and process adherence.
• Drive improvements in repair accuracy, Fix It Right the First Time performance, repeat-repair reduction, and speed of repair.
• Provide effective, timely technical assistance and engineering support for product launches, quality initiatives, and other dealer service needs.
• Take on additional assignments as needed, including work in emerging or less defined areas.

You'll have...

• Bachelor's degree
• 5+ years of relevant experience in automotive, dealership operations, service engineering, field operations, or related area.
• 5+ years of supervisory or people-leadership experience, including the ability to recruit, coach, develop, and support the performance of a team. Experience leading employees across multiple locations is preferred.
• 5+ years of analytical experience, including the ability to synthesize complex data, identify performance opportunities, and develop actionable insights.

Even better, you may have...

• Role model for Ford OS leadership behaviors.
• Strong project-management skills, with the ability to manage multiple priorities and deliver results on time.
• Excellent strategic thinking and problem-solving abilities, with a focus on delivering measurable results.
• Excellent written, verbal, and presentation skills, with the ability to influence and engage stakeholders at all levels of the organization.
• Ability to balance strategic and tactical responsibilities and work effectively on ambiguous or emerging assignments.

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 leadership level 6 and ranges from $115,500-$218,100.

Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

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.

This position is hybrid with a requirement to be onsite four or more days per week. #LI-Remote #LI-MK1