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.

• 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.

• Bachelor’s degree.
• At least 10 years of experience in a supervisory or managerial role, with a demonstrated record of leading, coaching, and developing talent across operational and technical teams.
• Demonstrated ability to build strong relationships and collaborate across domestic and global organizations at all leadership levels.
• Strategic mindset and the ability to translate enterprise strategy into actionable plans and measurable results.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Exceptional analytical and structured problem-solving skills, with a track record of driving continuous improvement.
• Excellent interpersonal, written, and verbal communication skills, including the ability to align multidisciplinary and global stakeholder groups.

• Master’s degree or MBA.
• 6-Sigma Black belt
• Experience in automotive technical support, field service engineering, vehicle diagnostics, dealer operations,…