Technical Support Operations Manager

Ford • Charlotte, NC

3d • $115,500 - $218,100 • Hybrid

About The Position

The Technical Support Operations Manager (TSOM) leads Ford’s Technical Field Operations team supporting Ford and Lincoln dealers across the Mid-Atlantic market, including the Washington, D.C., and Charlotte, N.C., regions. Based in the Charlotte, NC area, the TSOM represents Service Engineering and Operations in the assigned market and is accountable for recruiting, training, developing, and leading assigned Technical Operation Leaders (TOLs) and Field Service Engineers (FSEs).

The role partners with regional management, dealers, and other general office teams to resolve escalated technical issues and strengthen dealer service repair operations. Through targeted coaching on technician training, tool and equipment availability, and process adherence, the team helps improve shop efficiency, repair quality, and speed of repair. The TSOM develops the field team to proactively support dealer success, address technical and operational challenges before they escalate, and advance consistent, high-performing service operations across the market.

Requirements

• Bachelor's degree.
• 5+ years of relevant experience in automotive, dealership operations, service engineering, field operations, or a related area.
• 5+ years of supervisory or people-leadership experience, including the ability to recruit, coach, develop, and support the performance of a team.
• 5+ years of analytical experience, including the ability to synthesize complex data, identify performance opportunities, and develop actionable insights.
• Must be legally authorized to work in the United States; employment eligibility verification is required at hire.

Nice To Haves

• Experience leading employees across multiple locations.
• Role model for Ford OS leadership behaviors.
• Strong project-management skills, with the ability to manage multiple priorities and deliver results on time.
• Excellent strategic thinking and problem-solving abilities, with a focus on delivering measurable results.
• Excellent written, verbal, and presentation skills, with the ability to influence and engage stakeholders at all levels of the organization.
• Ability to balance strategic and tactical responsibilities and work effectively on ambiguous or emerging assignments.

Responsibilities

• Lead the Mid-Atlantic Technical Field Operations team and represent Service Engineering and Operations throughout the assigned market.
• Recruit, onboard, train, develop, coach, and lead assigned TOLs and FSEs; set clear expectations, support performance, and build team capability.
• Use disciplined processes and performance metrics to identify opportunities, guide team priorities, and deliver consistent results.
• Work with local regional management to build strong relationships and maintain alignment and consistency of purpose with dealers.
• Lead the field team in resolving escalated technical issues that dealer technicians and the technical hotline are unable to close.
• Coach dealers on service capability and efficiency opportunities, including technician training, tool and equipment availability, and process adherence.
• Drive improvements in repair accuracy, Fix It Right the First Time performance, repeat-repair reduction, and speed of repair.
• Provide effective, timely technical assistance and engineering support for product launches, quality initiatives, and other dealer service needs.
• Take on additional assignments as needed, including work in emerging or less defined areas.

Benefits

• Immediate medical, dental, vision, and prescription drug coverage.
• Flexible family care days, 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.
• Established and active employee resource groups.
• Paid time off for individual and team community service.
• 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: Manager