Global Director, Dealer Technical Support & Field Service Engineering

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.