# Global Director, Dealer Technical Support & Field Service Engineering **Company**: Ford Motor Company **Location**: Dearborn, MI **Work arrangement**: hybrid **Experience**: executive **Job type**: full-time **Category**: Engineering **Industry**: Automotive **Wikidata**: https://www.wikidata.org/wiki/Q44294 **Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/71789?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_948ba26f-cb7 ## Description Ford is seeking a strategic, results-oriented leader to shape how technical support is delivered to dealers and field teams around the world. The Global Director will transform TSO and FSE into a more proactive, predictive, and data-informed service-enablement capability. In partnership with teams across the enterprise, this leader will establish a closed-loop process for turning complex and unresolved field issues into validated knowledge, corrective actions, and reusable technical guidance. **Responsibilities** - Lead the strategy, performance, and modernization of global Hotline/TSO and FSE operations. - Establish and lead a closed-loop learning system for unresolved and difficult-to-diagnose vehicle issues, partnering with CIDR, Diagnostics, Skill Teams, Product Development, Quality, Design for Service, Service Engineering, Programs, and Manufacturing. - Develop processes that convert field 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 priorities across technical domains, including powertrain, electrical and electronic systems, software and connectivity, chassis, climate, body, and interior, based on trends, frequency, complexity, and business impact. - Use demand insights to guide workforce capacity, training, diagnostic content, tooling, and technical support strategy. - Champion the use of field learnings to improve Design for Service standards in partnership with upstream team and influence future vehicle serviceability, diagnostics, repairability, data availability, and technician readiness. - Ensure validated repair outcomes inform upstream diagnostics and AI-enabled Technical Support/TAS capabilities, with appropriate governance. - Establish Diagnostic Accuracy as a key enterprise metric and own its targets, reporting, and continuous improvement. - Own enterprise results for Diagnostic Accuracy, FIRFT, Repair Order Duration, and the overall dealer and customer experience. - Standardize global Hotline/FSE processes, escalation models, knowledge management, and key performance indicators while enabling regional flexibility. - Lead the shift from reactive technical support to a predictive, proactive service-enablement capability. - Help the organization anticipate repair needs, parts requirements, and technician readiness before vehicles arrive at dealerships. **Qualifications** - Bachelor’s degree. - At least 10 years of experience in a supervisory or managerial role, with a demonstrated record of 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 and the ability to translate enterprise strategy into actionable plans and measurable results. - Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment. - Exceptional analytical and structured problem-solving skills, with a track record of driving continuous improvement. - Excellent interpersonal, written, and verbal communication skills, including the ability to align multidisciplinary and global stakeholder groups. **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 - leadership - strategic planning - problem-solving - communication - analytical skills ### Nice to have - automotive technical support - field service engineering - vehicle diagnostics - dealer operations - after sales service - Six-Sigma Black belt - MBA --- Source: [Apply at efds.fa.em5.oraclecloud.com](https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/71789?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)