Field Service Engineer

Overview

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.

Role summary: You’ll be the technical expert and trusted advisor for Ford and Lincoln dealerships in your Tech Zone, with a focus on diagnosing vehicle concerns, improving dealership service processes, and ensuring a high-quality ownership experience.

• 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 cadence (approximately 30 days).
  • 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, and provide insights 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 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; communicate training requirements to improve repair capability.
  • Root Cause & Process Analysis:
    Analyze why Field Service Engineer involvement was needed on difficult-to-repair vehicles; identify process gaps at dealerships; present 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 warranty expenditures; drive better outcomes in quality, cost, and customer satisfaction.
  • Tools, Equipment & Technician Programs:
    Ensure dealerships maintain a robust inventory of essential service tools and equipment; promote and leverage Ford technician entry, recognition, and retention programs to recruit, develop, and retain top talent.

• Required: 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 (Outlook, Teams, Word, Excel, PowerPoint).

• Bachelor's degree in automotive-related fields (e.g., Automotive Technology, Automotive Technology Management, Field Service Operations, Advanced Vehicle Systems, Automotive Engineering, etc.).
• ASE certifications in 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, prioritize, and problem-solve in a dynamic field environment.
• Strong…