Field Service Engineer - Memphis, TN

Ford • Memphis, TN

3d • Hybrid

About The 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. You’ll spend about 4 days per week in Ford and Lincoln dealerships, focusing on three primary areas: Routine Dealership Visits & Service Performance, Technical & Repair Assistance, and Legal, Customer Relations & Dispute Resolution Support. Beyond repair support, you’ll play a key consultative role with dealership leadership, focusing on Technician Training & Development, Root Cause & Process Analysis, Warranty & Service Process Optimization, and Tools, Equipment & Technician Programs.

Requirements

• Bachelor's degree
• 2+ years of automotive dealership diagnosis and repair experience.
• 2+ years of experience using Microsoft 365 (e.g., Outlook, Teams, Word, Excel, PowerPoint).
• Valid, unrestricted driver’s license.
• Ability to operate manual transmission vehicles.
• Ability and willingness to travel with overnight stays on a weekly basis.

Nice To Haves

• Ford and/or Lincoln 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
• 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

Responsibilities

• 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, and warranty compliance.
• 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/Lincoln 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/Lincoln repair standards and technical position.
• 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/Lincoln 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/Lincoln technician entry, recognition, and retention programs.
• Coach dealership management on leveraging these programs to recruit, develop, and retain top technician talent.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level