Global Director, Dealer Technical Support & Field Service Engineering

Ford is hiring a strategic Global Director to modernize global Technical Support Operations (TSO/Hotline) and Field Service Engineering (FSE) into a more proactive, predictive, and data-driven service-enablement capability.

Responsibilities

• Own the strategy, performance, and modernization of global Hotline/TSO and FSE operations.
• Build and lead a closed-loop learning system for unresolved and hard-to-diagnose vehicle issues, partnering with CIDR, Diagnostics, Skill Teams, Product Development, Quality, Design for Service, Service Engineering, Programs, and Manufacturing.
• Create processes that turn field problems into validated knowledge, corrective actions, and reusable technical guidance.
• Leverage field, case, vehicle, warranty, connected-vehicle, and market data to identify current and future dealer and technician needs.
• Set technical domain priorities (powertrain, electrical and electronic systems, software and connectivity, chassis, climate, body, interior) using trends, frequency, complexity, and business impact.
• Use demand insights to shape workforce capacity, training, diagnostic content, tooling, and technical support strategy.
• Use field learnings to strengthen Design for Service standards and influence future serviceability, diagnostics, repairability, data availability, and technician readiness.
• Ensure validated repair results feed upstream diagnostics and AI-enabled Technical Support/TAS capabilities, with appropriate governance.
• Establish Diagnostic Accuracy as an enterprise metric, including target ownership, reporting, and continuous improvement.
• Deliver enterprise outcomes across Diagnostic Accuracy, FIRFT, Repair Order Duration, and overall dealer and customer experience.
• Standardize global Hotline/FSE processes, escalation models, knowledge management, and KPI structures while supporting regional flexibility.
• Lead the transition from reactive technical support to a predictive, proactive service-enablement approach.
• Help the organization anticipate repair needs, parts requirements, and technician readiness before vehicles reach dealerships.

Requirements

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

Technologies

• AI-enabled Technical Support/TAS

Benefits

• 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
• Paid time off for 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 Considerations

• 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

Job Details

• Location: Dearborn, MI (hybrid)
• Leadership level 4
• Visa sponsorship: Not available
• Employment eligibility: Candidates must be legally authorized to work in the United States; verification required at time of hire
• Equal Opportunity Employer