Field Service Engineer

In this position...

As a Field Service Engineer, 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.

If you love solving complex technical problems, enjoy being in the field, and are excited by the chance to influence both repair quality and dealership operations, this Field Service Engineer role offers a unique opportunity to make a visible impact every day.

What you’ll do...

You’ll spend about 4 days per week in Ford and Lincoln dealerships, focusing on three primary areas:

Routine Dealership Visits & Service Performance

• 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.

Technical & Repair Assistance

• 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.

Legal, Customer Relations & Dispute Resolution Support

• 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

Technician Training & Development

• 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.

Root Cause & Process Analysis

• 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.

Warranty & Service Process Optimization

• 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.

Tools, Equipment & Technician Programs

• 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.

You'll have...

• 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).

Even better, you may have...

• Bachelor's degree in an 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…