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# Global Director, Dealer Technical Support & Field Service Engineering

- **Company:** Ford Motor Company
- **Location:** Dearborn, MI, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Artificial Intelligence, Knowledge Management
- **Published:** October 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=2f1a40c61dce8360

## About the Role

* 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.

You May Also Have...

 * 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.

## Description

The Global Director will own enterprise performance for Diagnostic Accuracy, FIRFT, and Repair Order Duration, while driving global process consistency and enabling appropriate regional flexibility.

You Will...

 * 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.