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Field Service Engineer

3 months ago

New York, New York, United States Ford Motor Company Full time

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.

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.

You'll have...

  • Bachelor's Degree required
  • Two or more years of Ford/Lincoln specific automotive diagnosis and repair experience (dealership)
  • Possess a valid and unrestricted driver's license
  • Able to travel overnight on a weekly basis
  • Positions are based in 21 regions across the United States. Must have a willingness to relocate now or in the future to one of these locations
  • Has completed all core FSE Level 1, 2 and achieved SEO Senior Masters status
  • Has achieved and sustained tech zone performance as outlined in published annual objectives
  • Has contributed to and/or advanced the assigned team's overall performance
  • Taken on additional projects/tasks at the market area or national level
  • Assigned to a more challenging zone with higher market/business impact in terms of tech count, dealer sales/service volume and/or UIO potential
  • 2+ years of experience using Microsoft Office Suite

Even better, you may have...

  • Bachelor's Degree in automotive-related programs 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 and Automotive Industry Management
  • Ford specific Automotive Repair Technical Training
  • Automotive dealership or independent "hands-on" vehicle repair experience, Ford and/or Lincoln Brand
  • Ability to independently plan, organize, reorganize, prioritize and problem-solve
  • Professionalism including customer service/interface skills/experience

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture all of the above? No matter what you choose, we offer a work life that works for you, including:

  • Immediate medical, dental, vision and prescription drug coverage
  • Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare and more
  • Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
  • Vehicle discount program for employees and family members and management leases
  • Tuition assistance
  • Established and active employee resource groups
  • Paid time off for individual and team community service
  • A generous schedule of paid holidays, including the week between Christmas and New Year's Day
  • Paid time off and the option to purchase additional vacation time.

For a detailed look at our benefits, click here:

This position is a salary grade 5-8.

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 committed to a culturally diverse workforce. 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. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call

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Requisition ID : 31557