Field Service Engineer

About the role

In this position, you’ll be the go-to technical expert and trusted advisor for Ford and Lincoln dealerships in your assigned Tech Zone. This is a highly visible, hands-on role where you’ll diagnose the toughest vehicle concerns, improve dealership service processes, and help ensure customers have an excellent ownership experience.

Responsibilities

• Spend about 4 days per week in Ford and Lincoln dealerships, focusing on three primary areas:
• Routine Dealership Visits & Service Performance
• Technical & Repair Assistance
• Legal, Customer Relations & Dispute Resolution Support
• Visit assigned dealerships on a regular (approximately 30-day) cadence.
• Meet with the General Manager and Dealer Principal to review:
• Overall health of the service department
• Repeat repair trends
• Fixed Right the First Time and Repeat Repair performance
• Warranty compliance
• Technical Training Competencies
• Provide insights and recommendations to improve repair quality, efficiency, and customer satisfaction.
• Provide in-dealership repair assistance for properly escalated technical hotline cases.
• Lead diagnosis and repair strategy on “difficult to repair” vehicles through to resolution in a timely, expedited manner.
• Offer clear diagnostic guidance and coaching to dealership technicians to strengthen their long-term capabilities.
• Support Ford legal counsel, executive liaison, and dispute resolution teams.
• Perform vehicle inspections and, when needed, complete final repair attempts.
• Serve as a technical expert in depositions, arbitrations, and trials, representing Ford’s repair standards and technical position.

Consultative & Process Improvement Initiatives

• Help dealerships create and maintain technician training plans that match skill levels and growth goals.
• Ensure technicians understand their development path and that management actively supports it.
• Make sure dealership leadership understands the training requirements needed to improve repair capability and technical competence.
• Analyze why Field Service Engineer involvement was needed on difficult-to-repair vehicles.
• Identify dealership process gaps that may have contributed to repair challenges.
• Present consultative, practical solutions to General Managers and Dealer Principals and track follow-up actions and results.
• Partner with service departments to improve repair processes that support appropriate Ford Motor Company warranty expenditures.
• Help dealerships drive better outcomes in quality, cost, and customer satisfaction.
• Ensure dealerships maintain a robust and complete inventory of Essential Service Tools and Equipment.
• Promote Ford’s technician entry, recognition, and retention programs.
• Coach dealership management on leveraging these programs to recruit, develop, and retain top technician talent.

Requirements

• Bachelor’s degree
• 2+ years of automotive dealership diagnosis and repair experience.
• Ability to attain/maintain Ford Sr. Master Certification within 24 months of hire.
• Valid, unrestricted driver’s license.
• Ability to operate manual transmission vehicles.
• Ability and willingness to travel with overnight stays on a weekly basis.
• 2+ years of experience using Microsoft 365 (e.g., Outlook, Teams, Word, Excel, PowerPoint).
• Strong interpersonal skills, with the ability to:- Command respect in the shop and the boardroom - Influence without direct authority - Navigate difficult conversations with dealership leaders, technicians, and customers

Preferred

• Bachelor's degree in automotive-related field, such as (but not limited to):- Automotive Technology - Automotive Technology Management - Field Service Operations - Advanced Vehicle Systems - Automotive Engineering - Automotive Engineering Technology - Automotive Service Technology - Automotive Industry Management
• Ford-specific Automotive Repair Technical Training, including heavy trucks and diesel.
• Automotive Service Excellence (ASE) certifications in one or more of the following:- A, C, E, G, H, L, T, X series
• 5+ years of Hands-on vehicle diagnosis and repair experience (dealership or independent), especially with Ford and/or Lincoln brands.
• Proven ability to independently plan, organize, reorganize, prioritize, and problem-solve in a dynamic field environment.
• Strong professionalism and customer-facing skills, including:- Service and customer interface experience - Comfort working with dealership leadership, customers, and cross-functional Ford teams

Benefits

This position is a range of salary grades 6-8 and ranges from $63,480-$166,200. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value.

For more information on salary and benefits, click here: https://fordcareers.co/GSR.

Visa sponsorship is not available for this position.

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status.

If you are interested in this role, please visit https://www.ford.com/careers to learn more.