Job Description

As a Field Service Engineer you will be responsible for a number of Ford Dealers, where you will be accountable for each Dealership workshop’s key technical metrics and targets like Fix It Right The First Time (FRTFT), workshop and diagnosis processes, tool and equipment requirements, and how the Dealer efficiently services and repairs vehicles for their customers. You will assist Dealers with Technical Training Plans for Technicians, introduce Dealers to Technician recruitment programs, and reward and recognition opportunities for their Technicians. This role is everything around a Dealership workshop and helping to make that operation efficient, competent, and technically strong, and is all about helping the Dealer help their customers.Main Responsibilities:Provide timely vehicle diagnostic and repair assistance to Ford Dealerships where requested by the Technical Hotline;Provide timely support with CRC cases when requested by SEO and/or CRC Management;Provide timely support with Vehicle Off Road (VOR) cases when requested by SEO and/or CRC Management;Provide support and advice to Dealers with respect to, but not limited to, Ford technician training, Special Service Tools, equipment requirements, and workshop processes;Identify opportunities for Dealers to improve their repair and customer handling processes to drive improvements to Customer Satisfaction (Net Promoter Score) and Fix It Right First Time (FIRFT) results;Ensure Dealer processes reliably capture all vehicles with outstanding FSA’s;Work closely with Regional Office staff to coordinate effective and aligned support to Dealers and major fleets;