Field Service Representative

Ford Motor Company • Allen Park, MI

3d • $99,100 - $166,200 • Hybrid

About The Position

As a Field Service Representative supporting a specialty vehicle program developed in partnership with the U.S. military, you'll be the boots-on-the-ground technical expert bridging engineering, product development, and the field. You'll embed with the engineering team throughout vehicle development and modification, grow into the subject matter expert (SME) on this vehicle, and then use that expertise to shape the manuals, training, and validation activities that ensure the vehicle is ready for real-world operation and support. This is a hands-on, high-visibility role for someone who thrives on solving technical problems, documenting them clearly, and teaching others to do the same. This role will require travel within the United States to support training, technical manual writing and validation, and vehicle testing, including extended onsite support at military installations and pilot locations during the pilot phase of the program. Applicants must be able to support evening and weekend hours when required.

Requirements

• Bachelor's degree or equivalent combination of relevant education and experience.
• 2+ years of hands-on vehicle diagnosis, maintenance, and repair experience (dealership, fleet, or specialty/upfit vehicle environment).
• 2+ years of experience using Microsoft 365 (Outlook, Teams, Word, Excel, PowerPoint).
• 2+ years of experience reading, interpreting, and contributing to technical documentation (manuals, wiring diagrams, repair procedures) with strong technical writing skills.
• 2+ years of experience explaining complex technical information clearly to both engineers and technicians — including military personnel — and to work collaboratively across engineering, publications, and training teams.
• 2+ years of experience managing multiple concurrent workstreams (documentation, training, validation, pilot vehicle maintenance) and meet deadlines.
• 2+ years of experience as military field service representative
• Valid, unrestricted driver's license; ability to operate manual transmission vehicles and specialty/heavy-duty vehicles.
• Willingness and ability to travel, including extended onsite stays at military installations and other pilot locations, to support pilot builds, validation, and training events.
• Willingness and ability to work evenings and weekends as required.
• Willingness and ability to complete any background checks, security screening, or access requirements associated with working on or with military installations and programs.

Nice To Haves

• Bachelor's degree in an automotive-related field (Automotive Technology, Automotive Engineering Technology, Automotive Service Technology, Field Service Operations, or similar).
• 5+ years of hands-on vehicle diagnosis and repair experience, ideally including Ford/Lincoln or heavy-duty/specialty vehicles.
• Ford-specific technical training, including heavy truck/diesel and specialty/upfit vehicle systems.
• Automotive Service Excellence (ASE) certifications (A, C, E, G, H, L, T, X series) or Ford Master/Sr. Master Certification.
• Prior experience working with or supporting military, government, or defense-related vehicle programs.
• Experience with Ford scan tools (Ford Diagnosis and Repair System / Integrated Diagnostic System), including module programming.
• Experience with instructional design methodology, curriculum development software, and Learning Management Systems (LMS).
• Familiarity with the Ford service information development process and cross-functional publication workflows.
• Proven ability to independently plan, organize, and prioritize in a dynamic, fast-changing field/engineering environment.
• Strong problem-solving skills with a demonstrated ability to work effectively across engineering, quality, publications, and training teams, including military stakeholders.
• Experience developing or supporting technical training content (lesson plans, training aids, assessments).

Responsibilities

• Work side-by-side with engineering throughout the development and modification of the specialty vehicle, building deep technical knowledge of its systems, subsystems, and unique configurations built to meet military operational requirements.
• Develop into the go-to Subject Matter Expert for the vehicle's design, function, diagnosis, maintenance, and repair.
• Maintain awareness of ongoing design changes and engineering updates to keep your technical knowledge and all supporting documentation current.
• Act as SME supporting development of the Field Operations Manual and Maintenance & Repair Manual, partnering with technical writers, engineering, and service information teams to ensure content is accurate, complete, and reflects real-world repair and operating procedures, including those specific to military use cases and environments.
• Review and validate technical accuracy of publications, wiring diagrams, and related service information.
• Identify and resolve publication gaps or concerns prior to release.
• Support development of classroom training curriculum for both vehicle operators and maintenance technicians, including military personnel, applying sound instructional design methodology.
• Help identify and develop training aids, tools, and equipment (e.g., mock-ups, training benches, diagnostic scenarios) needed to support a comprehensive training environment.
• Support or lead pilot training sessions, including onsite sessions at military facilities, capturing feedback and driving improvements to course content and delivery.
• Ensure course materials stay current with vehicle design and product development changes.
• Support on-vehicle validation of all deliverables — manuals, repair procedures, and training content — confirming accuracy and usability.
• Validate classroom training effectiveness for both operators and maintenance technicians through hands-on exercises and pilot sessions.
• Perform hands-on maintenance and repair directly on pilot vehicles, including onsite at military and pilot program locations.
• Capture detailed maintenance records and diagnostic data.
• Identify, document, and report defects and issues found during pilot vehicle maintenance, partnering with engineering and quality teams to drive resolution.
• Provide field technical support for the Super Duty specialty vehicle, diagnosing and resolving difficult technical issues to have the vehicle back in service ASAP.
• Offer clear diagnostic guidance and coaching to technicians and operators, including military personnel, to build their long-term capability with the vehicle.
• Travel to support pilot builds, validation events, and training sessions as required, including sustained onsite presence at military installations during the pilot phase.

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