Field Service Engineer - Charlotte, NC

Ford Motor • Charlotte, NC

1d • 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.

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, Warranty compliance, Technical Training Competencies.
• 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 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.
• 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 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’s 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
• Number of Employees: 5,001-10,000 employees