Global Director – Dealer Technical Support, Field Service Engineering

Ford Motor Company

. Lead the strategy, performance, and modernization of global Hotline/TSO and FSE operations.

Posted 10/10/2026full-timeDearborn • Michigan • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading global operations and technical support strategies, with a focus on improving diagnostic accuracy and serviceability through data-driven decision-making. Proven ability to build relationships and collaborate across diverse teams to drive continuous improvement and operational excellence.

Highest-signal resume keywords

Automotive Technical SupportField Service EngineeringVehicle Diagnostics6-Sigma Black BeltData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Data AnalysisProcess StandardizationContinuous ImprovementStrategic PlanningPerformance Metrics Development

Soft Skills

LeadershipCollaborationAnalytical Problem SolvingCommunicationOrganizational Skills

Tools & Technologies

Connected-Vehicle DataDiagnostic ToolsKnowledge Management Systems

Certifications & Qualifications

Bachelor's DegreeMaster's Degree or MBA6-Sigma Black Belt

Industry Keywords

AutomotiveDealer OperationsAftersales ServiceTechnical SupportGlobal Operations

About the role

Key responsibilities & impact

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 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 field learnings to improve Design for Service standards 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 anticipate repair needs, parts requirements, and technician readiness before vehicles arrive at dealerships.

Requirements

What you’ll need

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.
Visa sponsorship is not available for this position.
Candidates must be legally authorized to work in the United States.
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.

Benefits

Comp & perks

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 and fertility treatments
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