Job Title

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves and build a better world -- together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves? Working within our Marketing, Sales & Service organization gives you the opportunity to advance the Ford reputation as a visionary vehicle and mobility services company delivering a trusted customer experience. We're looking for insightful individuals with the marketing, sales, and service expertise to turn data-driven insights into innovative solutions that enhance sales and customer loyalty. If you have an audience-first mindset, join us and be the eyes, ears, and voice of Ford. Ford is looking for talented individuals to be our next generation of innovators and leaders. As part of Service Engineering Operations (SEO), the Technical Field Team consults with Dealership management about vehicle repair capability that supports high quality vehicle repairs, help solve complex vehicle concerns, share technical information and emerging concerns with problem solving teams, such as engineering, and plays a key role in the development of future leaders in SEO. In this position... The Field Service Engineer (FSE) is the primary interface to Dealers/Technicians to provide repair assistance. The ideal candidate will possess the technical acumen and the ability to provide a strong level of customer service. To be successful in this role, you must have a customer-first approach, thrive in ambiguous and unexpected environments, and tackle all challenges with a creative and flexible mindset. Experience in automotive, process standardization, continuous improvement, and managing escalations is a plus. The Field Service Engineer (FSE) is the primary interface to Dealers/Technicians to provide repair assistance. What you'll do... * Provide repair assistance on "difficult to repair" vehicles to improve Customer Satisfaction and Fix it Right the First Time performance * Support the product concern identification and resolution process with Product Development and Quality teams * Provide support to Ford and Lincoln dealerships to help improve their overall repair capability (technical competence, tools and equipment, service repair information, diagnostics, etc. * Support Company initiatives that enhance the vehicle diagnosis and repair process * Develop and author technical documents for publication * Ability to travel overnight, as required * Consult with Dealership management about vehicle repair process capability that supports high quality vehicle repair results * Ensure dealerships are supported in resolving vehicle technical assistance requests, including identification of the root cause by: * Communicating root cause analysis, and related recommendations to dealership management * Monitoring service repair process improvement recommendations with affected dealerships and follow-up as required * Report recommendations, repair actions and results * Assisting legal counsel, executive liaison and the dispute resolution teams with vehicle inspections or final repair attempts * Providing critical feedback on new and existing product quality * Ensure dealership management fully understands the relationship between maintaining sufficient service equipment and increased customer satisfaction, repair work throughput and profitability by: * Providing guidance on required tools and equipment * Implementing and monitoring processes that support proper diagnosis and repair * Utilizing dealership technical performance reporting to proactively identify and prioritize opportunities for process improvement * Ensure Dealer Principals and dealership management are fully aware of their individual performance on key metrics, which affect fixed operations performance * Ensure dealership management understands technician training requirements to improve repair capability, including the technical competence of their personnel * Ensure dealership management is aware of the Company's technician career entry/recognition programs and is leveraging them to recruit new technicians * Take on team champion or subject matter expert (SME) roll for the assigned market area team. What you'll do... * Provide repair assistance on "difficult to repair" vehicles to improve Customer Satisfaction and Fix it Right the First Time performance * Support the product concern identification and resolution process with Product Development and Quality teams * Provide support to Ford and Lincoln dealerships to help improve their overall repair capability (technical competence, tools and equipment, service repair information, diagnostics, etc. * Support Company initiatives that enhance the vehicle diagnosis and repair process * Develop and author technical documents for publication * Ability to travel overnight, as required * Consult with Dealership management about vehicle repair process capability that supports high quality vehicle repair results * Ensure dealerships are supported in resolving vehicle technical assistance requests, including identification of the root cause by: * Communicating root cause analysis, and related recommendations to dealership management * Monitoring service repair process improvement recommendations with affected dealerships and follow-up as required * Report recommendations, repair actions and results * Assisting legal counsel, executive liaison and the dispute resolution teams with vehicle inspections or final repair attempts * Providing critical feedback on new and existing product quality * Ensure dealership management fully understands the relationship between maintaining sufficient service equipment and increased customer satisfaction, repair work throughput and profitability by: * Providing guidance on required tools and equipment * Implementing and monitoring processes that support proper diagnosis and repair * Utilizing dealership technical performance reporting to proactively identify and prioritize opportunities for process improvement * Ensure Dealer Principals and dealership management are fully aware of their individual performance on key metrics, which affect fixed operations performance * Ensure dealership management understands technician training requirements to improve repair capability, including the technical competence of their personnel * Ensure dealership management is aware of the Company's technician career entry/recognition programs and is leveraging them to recruit new technicians * Take on team champion or subject matter expert (SME) roll for the assigned market area team.