Ford - Mahwah, NJ
posted 5 months ago
At Ford, we are committed to building a better world through innovative vehicle and mobility services. As part of our Marketing, Sales & Service organization, you will play a crucial role in enhancing the Ford reputation and delivering a trusted customer experience. We are seeking insightful individuals with expertise in marketing, sales, and service to transform data-driven insights into innovative solutions that boost sales and customer loyalty. If you have an audience-first mindset, we invite you to join us and be the voice of Ford. In the role of Field Service Engineer (FSE), you will serve as the primary interface to Dealers and Technicians, providing essential repair assistance. The ideal candidate will possess strong technical acumen and a commitment to customer service. Success in this position requires a customer-first approach, the ability to thrive in ambiguous environments, and a creative mindset to tackle challenges. Experience in automotive processes, standardization, continuous improvement, and managing escalations will be advantageous. Your responsibilities will include providing repair assistance on challenging vehicles to enhance customer satisfaction and ensure repairs are done correctly the first time. You will support the product concern identification and resolution process in collaboration with Product Development and Quality teams. Additionally, you will assist Ford and Lincoln dealerships in improving their repair capabilities, including technical competence, tools, service repair information, and diagnostics. You will also develop and author technical documents for publication, travel as required, and consult with dealership management to ensure high-quality vehicle repair results. Your role will involve monitoring service repair process improvements and providing critical feedback on product quality, ensuring dealerships understand the importance of maintaining sufficient service equipment for customer satisfaction and profitability.