Field Service Engineer - Hudson Valley, NY Area

Ford - New York, NY

Full-time - Mid Level

New York, NY

Transportation Equipment Manufacturing

About the position

We are the movers of the world and the makers of the future. At Ford, we strive to build a better world together. As part of our Marketing, Sales & Service organization, you will have the opportunity to enhance Ford's reputation as a visionary vehicle and mobility services company, delivering a trusted customer experience. We are looking for insightful individuals with expertise in marketing, sales, and service to transform data-driven insights into innovative solutions that enhance sales and customer loyalty. If you have an audience-first mindset, we invite you to join us and be the eyes, ears, and voice of Ford. The Field Service Engineer (FSE) serves as the primary interface to Dealers and Technicians, providing essential repair assistance. The ideal candidate will possess strong technical acumen and a commitment to delivering exceptional customer service. Success in this role requires a customer-first approach, the ability to thrive in ambiguous and unexpected environments, and a creative and flexible mindset to tackle challenges. Experience in automotive processes, standardization, continuous improvement, and managing escalations is highly valued. In this role, you will provide repair assistance on challenging vehicles to improve 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 enhancing their repair capabilities, including technical competence, tools, equipment, and service repair information. You will also be responsible for developing and authoring technical documents for publication, ensuring dealerships are supported in resolving technical assistance requests, and providing critical feedback on product quality. Your role will involve consulting with dealership management to ensure they understand the relationship between service equipment maintenance and customer satisfaction, repair throughput, and profitability.

Responsibilities

• Provide repair assistance on difficult to repair vehicles to improve Customer Satisfaction and Fix it Right the First Time performance
• Support the product concern identification and resolution process with Product Development and Quality teams
• Provide support to Ford and Lincoln dealerships to help improve their overall repair capability
• Support Company initiatives that enhance the vehicle diagnosis and repair process
• Develop and author technical documents for publication
• Consult with Dealership management about vehicle repair process capability
• Ensure dealerships are supported in resolving vehicle technical assistance requests
• Communicate root cause analysis and related recommendations to dealership management
• Monitor service repair process improvement recommendations with affected dealerships
• Report recommendations, repair actions and results
• Assist legal counsel, executive liaison and dispute resolution teams with vehicle inspections
• Provide critical feedback on new and existing product quality
• Guide dealerships on required tools and equipment
• Implement and monitor processes that support proper diagnosis and repair
• Utilize dealership technical performance reporting to identify opportunities for process improvement
• Ensure Dealer Principals and dealership management are aware of their performance on key metrics
• Ensure dealership management understands technician training requirements
• Ensure dealership management is aware of the Company's technician career entry/recognition programs
• Take on team champion or subject matter expert (SME) role for the assigned market area team.

Requirements

• Bachelor's Degree required
• Two or more years of Ford/Lincoln specific automotive diagnosis and repair experience
• Possess a valid and unrestricted driver's license
• Able to travel overnight on a weekly basis
• Completed all core FSE Level 1, 2 and achieved SEO Senior Masters status
• Achieved and sustained tech zone performance as outlined in published annual objectives
• Contributed to and/or advanced the assigned team's overall performance
• 2+ years of experience using Microsoft Office Suite

Nice-to-haves

• Bachelor's Degree in automotive-related programs
• Ford specific Automotive Repair Technical Training
• Automotive dealership or independent hands-on vehicle repair experience
• Ability to independently plan, organize, reorganize, prioritize and problem-solve
• Professionalism including customer service/interface skills/experience

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up childcare
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments
• Vehicle discount program for employees and family members
• 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