Field Service Engineer

Overview

Get AI-powered advice on this job and more exclusive features. This position has overall responsibility for handling core Service Engineering & Operations (SE&O) functions in assisting Ford Dealerships and their Technicians on both hard to fix vehicle issues and non-repair technical questions in their regions. This role will work with Ford dealerships to ensure technical processes are implemented correctly, including technician competency and ESST+SST readiness to service.

• Improve technical communication: Attend daily reviews of open issues from HAR with Tech’s HL team to ensure issues at the dealership are resolved at first service visit. Share the right repair processes to Tech’s HL, Technical Trainers, and Technical Support Specialists to develop SSM and disseminate to dealerships to improve FIRFT. Collaborate with the ASEAN Quality Specialist Engineer to support CMT processes.
• Support dealerships and regional teams: Handle requests for vehicle repair assistance and non-repair technical support as assigned by the market Service Engineering Operations Manager (SEO). Provide repair assistance for vehicles dealerships have been unable to repair after contacting the Technical Hotline. Provide non-repair technical support in areas such as technician training, tools/equipment, and dealership process improvement. Handle requests for assistance from dealerships or Regional personnel (Zone Manager). Prevent buy back vehicles from customers. Identify and document root causes of repair assistance requests.
• Expand overall repair capability of dealers: Manage Ford Dealerships to ensure the number and mix of technicians meet targets. Support development plans to improve technician competence. Ensure necessary tools and equipment are available for diagnosis and repair, and help dealers monitor tool inventories. Implement and monitor key processes to support diagnosis and repair. Use dealer technical performance reporting to identify and prioritize improvement opportunities. Support the warranty parts review and disposal process. Assess technician competency and provide feedback to training to align with the technical training core.
• Support customer satisfaction: Provide timely and accurate repair assistance with ongoing master training. Help fix and prevent buy backs. Document root causes of vehicle concerns in EDSR and HAR and approve in GCQIS. Help dealerships identify opportunities for improvement in repair and technical customer handling processes (FIRFT) and assist with implementing improvements. Support dealership to establish short/long term technician training plans and assist in recruiting, recognizing, and rewarding dealer technicians. Meet with customers when necessary to resolve technical concerns.

• Education: Bachelor’s degree in Mechanical or related field.
• Experience: At least 5 to 7 years in Automotive Industry is a plus.
• Professional Exposure (Technical Skills): Engineering background in Automotive Industry is preferable.
• Previous experience: Mechanical aptitude.
• Functional Skills: Good English proficiency in communication, reading, and writing; computer literacy.
• Behavioral Skills: Good presentation, communication, and interpersonal skills.
• Special Knowledge/Skills: Ability to work under pressure, highly achievement oriented, self-driven and motivated with a positive attitude.
• Additional: Ability to develop open and cooperative dealer relations; willingness to travel; knowledge of dealer network.

• Associate

• Full-time

• Engineering and Customer Service

• Wholesale Motor Vehicles and Parts
• Retail Motor Vehicles