# Technical Support Operations Manager

**Company**: Ford Motor Company
**Location**: Charlotte, NC
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: $115,500-$218,100
**Category**: Operations
**Industry**: Automotive
**Wikidata**: https://www.wikidata.org/wiki/Q44294

**Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/72744?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6e26a470-cb3

## Description

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 role partners with regional management, dealers, and other general office teams to resolve escalated technical issues and strengthen dealer service repair operations.

Responsibilities:

- 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 Technical Operation Leaders (TOLs) and Field Service Engineers (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.

Qualifications:

- 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.

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 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.

## Skills

### Required
- automotive
- dealership operations
- service engineering
- field operations
- analytical
- leadership

### Nice to have
- project management
- strategic thinking
- problem-solving
- written communication
- verbal communication
- presentation skills

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