Global Director, Dealer Technical Support & Field Service Engineering

Ford Motor Company · Dearborn

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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.

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