Description
We're looking for a Field Service Engineer to join our team in Charlotte, NC. As a Field Service Engineer, you'll be the go-to technical expert and trusted advisor for Ford and Lincoln dealerships in your assigned Tech Zone. You'll diagnose the toughest vehicle concerns, improve dealership service processes, and help ensure customers have an excellent ownership experience.
In this role, you'll spend about 4 days per week in Ford and Lincoln dealerships, focusing on three primary areas:
Routine Dealership Visits & Service Performance
- Visit assigned dealerships on a regular (approximately 30-day) cadence.
- Meet with the General Manager and Dealer Principal to review:
+ Overall health of the service department + Repeat repair trends + Fixed Right the First Time and Repeat Repair performance + Warranty compliance + Technical Training Competencies
- Provide insights and recommendations to improve repair quality, efficiency, and customer satisfaction.
Technical & Repair Assistance
- Provide in-dealership repair assistance for properly escalated technical hotline cases.
- Lead diagnosis and repair strategy on “difficult to repair” vehicles through to resolution in a timely, expedited manner.
- Offer clear diagnostic guidance and coaching to dealership technicians to strengthen their long-term capabilities.
Legal, Customer Relations & Dispute Resolution Support
- Support Ford legal counsel, executive liaison, and dispute resolution teams.
- Perform vehicle inspections and, when needed, complete final repair attempts.
- Serve as a technical expert in depositions, arbitrations, and trials, representing Ford’s repair standards and technical position.
Consultative & Process Improvement Initiatives
- Beyond repair support, you’ll play a key consultative role with dealership leadership:
+ Technician Training & Development + Help dealerships create and maintain technician training plans that match skill levels and growth goals. + Ensure technicians understand their development path and that management actively supports it. + Make sure dealership leadership understands the training requirements needed to improve repair capability and technical competence. + Root Cause & Process Analysis + Analyze why Field Service Engineer involvement was needed on difficult-to-repair vehicles. + Identify dealership process gaps that may have contributed to repair challenges. + Present consultative, practical solutions to General Managers and Dealer Principals and track follow-up actions and results. + Warranty & Service Process Optimization + Partner with service departments to improve repair processes that support appropriate Ford Motor Company warranty expenditures. + Help dealerships drive better outcomes in quality, cost, and customer satisfaction. + Tools, Equipment & Technician Programs + Ensure dealerships maintain a robust and complete inventory of Essential Service Tools and Equipment. + Promote Ford’s technician entry, recognition, and retention programs. + Coach dealership management on leveraging these programs to recruit, develop, and retain top technician talent.