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. Field insights will inform workforce planning, training, diagnostic content, tooling, and future vehicle serviceability.

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.

The Global Director will lead the strategy, performance, and modernization of Ford's Hotline/Technical Support Operations (TSO) and Field Service Engineering (FSE) organizations worldwide. This leader will advance diagnostic accuracy, Fix It Right the First Time (FIRFT), repair order duration, dealer productivity, and the overall dealer and customer experience.

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.

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.