Global Director, Dealer Technical Support & Field Service Engineering

Ford Motor Company is seeking a strategic Global Director to reshape Technical Support Operations and Field Service Engineering into a more proactive, predictive, and data-informed service-enablement capability for dealers and field teams worldwide. This role helps turn real-world vehicle learnings into validated guidance, measurable diagnostic outcomes, and stronger dealer and customer experiences.

How you will contribute

• Lead global strategy, performance, and modernization for Hotline/TSO and FSE operations.
• Build and operate a closed-loop learning system for unresolved and difficult-to-diagnose vehicle issues, partnering with teams including CIDR, Diagnostics, Skill Teams, Product Development, Quality, Design for Service, Service Engineering, Programs, and Manufacturing.
• Create processes that convert field-reported issues into validated knowledge, corrective actions, and reusable technical guidance.
• Use field, case, vehicle, warranty, connected-vehicle, and market data to identify current and future dealer and technician needs.
• Set technical domain priorities across powertrain, electrical and electronic systems, software and connectivity, chassis, climate, body, and interior based on trends, frequency, complexity, and business impact.
• Translate demand insights into planning for workforce capacity, training, diagnostic content, tooling, and technical support strategy.
• Champion field learnings to improve Design for Service standards, influencing future serviceability, diagnostics, repairability, data availability, and technician readiness.
• Ensure validated repair outcomes feed upstream diagnostics and AI-enabled Technical Support/TAS capabilities, supported by appropriate governance.
• Establish Diagnostic Accuracy as an enterprise metric, owning targets, reporting, and continuous improvement.
• Own enterprise results across Diagnostic Accuracy, FIRFT, Repair Order Duration, and overall dealer and customer experience.
• Standardize global Hotline/FSE processes, escalation models, knowledge management, and key performance indicators while allowing regional flexibility.
• Drive the shift from reactive technical support to predictive, proactive service enablement, including anticipating repair needs, parts requirements, and technician readiness before vehicles arrive at dealerships.

What you bring

• Bachelor's degree.
• At least 10 years of experience in a supervisory or managerial role, with demonstrated experience 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 with the ability to translate enterprise strategy into actionable plans and measurable results.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Exceptional analytical and structured problem-solving skills, including a track record driving continuous improvement.
• Excellent interpersonal, written, and verbal communication skills, including alignment of multidisciplinary and global stakeholder groups.

Bonus considerations (preferred)

• 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.

Benefits and support

• 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
• 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

Additional details

• Leadership level 4.
• Visa sponsorship is not available for this position.
• Candidates must be legally authorized to work in the United States; verification of employment eligibility will be required at the time of hire.
• Equal Opportunity Employer statement.