Field Service Engineer - Los Angeles

Ford • Los Angeles, CA

6d • $81,800 - $182,800 • Remote

About The Position

Ford is hiring a Field Service Engineer to serve as a technical expert and trusted advisor for Ford and Lincoln dealerships in an assigned Tech Zone. The role focuses on diagnosing difficult vehicle concerns, improving dealership service processes, and supporting excellent customer ownership experiences. The candidate will be located in the eastern part of the Los Angeles metropolitan area and will spend approximately four days per week at dealerships, with weekly travel and overnight stays.

The position includes regular dealership visits, technical and repair assistance, support for legal and customer dispute matters, and consultative work with dealership leadership. The Field Service Engineer will help improve technician development, repair quality, warranty processes, and customer satisfaction; identify root causes and process gaps; and promote dealership technician programs and essential service tool readiness.

Requirements

• Bachelor's degree.
• At least 2 years of automotive dealership diagnosis and repair experience.
• At least 2 years of experience using Microsoft 365, such as Outlook, Teams, Word, Excel, and 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 A, C, E, G, H, L, T, or X series.
• At least 5 years of hands-on vehicle diagnosis and repair experience in a dealership or independent setting, especially with Ford and/or Lincoln brands.
• Ability to independently plan, organize, reorganize, prioritize, and problem-solve in a dynamic field environment.
• Professionalism and customer-facing skills, including service and customer interface experience and comfort working with dealership leadership, customers, and cross-functional Ford teams.
• Strong interpersonal skills, including the ability to command respect in the shop and boardroom, influence without direct authority, and navigate difficult conversations with dealership leaders, technicians, and customers.

Responsibilities

• Visit assigned dealerships on an approximately 30-day cadence and review service department health, repeat repair trends, repair performance, warranty compliance, and technical training competencies with dealership leadership.
• Provide recommendations to improve repair quality, efficiency, and customer satisfaction.
• Assist with properly escalated technical hotline cases and lead diagnosis and repair strategy for difficult-to-repair vehicles through timely resolution.
• Coach dealership technicians with diagnostic guidance to strengthen their technical capabilities.
• Support Ford legal counsel, executive liaison, and dispute resolution teams; perform vehicle inspections and final repair attempts when needed.
• Serve as a technical expert in depositions, arbitrations, and trials, representing Ford's repair standards and technical position.
• Help dealerships develop and maintain technician training plans that align with skill levels and growth goals, and ensure management supports technician development.
• Analyze why Field Service Engineer involvement was needed, identify dealership process gaps, and present practical solutions to dealership leadership while tracking follow-up actions and results.
• Partner with service departments to improve repair processes that support appropriate Ford warranty expenditures and better quality, cost, and customer satisfaction outcomes.
• Ensure dealerships maintain a robust inventory of Essential Service Tools and Equipment.
• Promote Ford technician entry, recognition, and retention programs and coach dealership management on using them to recruit, develop, and retain technicians.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Paid parental leave, new parent ramp-up programs, and subsidized back-up child care.
• Family-building benefits, including adoption and surrogacy expense reimbursement and fertility treatments.
• Vehicle discount program for employees and family members and management leases.
• Tuition assistance.
• Employee resource groups.
• Paid time off for individual and team community service.
• Vacation time, sick/personal time, and paid holidays, including time between Christmas Eve and New Year's Day.

What This Job Offers

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