Job description

Technical Support Operations Manager We made history and now we work to transform the future – for our customers, our communities and our families. You'll see your work on the road every day, helping people move freely and pursue their dreams. At Ford, you can build more than vehicles. Come build what matters. In this 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. 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 also develops the field team to be a proactive partner in dealer success—helping address technical and operational challenges before they escalate and advancing consistent, high-performing service operations across the market. This candidate will be in the Charlotte, NC area. What you'll do... • 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. You'll have... • Bachelor's degree • 5+ years of relevant experience in automotive, dealership operations, service engineering, field operations, or related area. • 5+ years of supervisory or people-leadership experience, including the ability to recruit, coach, develop, and support the performance of a team. Experience leading employees across multiple locations is preferred. • 5+ years of analytical experience, including the ability to synthesize complex data, identify performance opportunities, and develop actionable insights. Even better, you may have... • 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. You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply! As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including: • Immediate medical, dental, vision and prescription drug coverage • Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more • Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more • 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 • 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. This position is leadership level 6 and ranges from $115,500-$218,100. Final determination of salary grade will be based on candidate's skills and experience, and base salary will be set within the applicable range according to job scope, responsibility and competitive market value. For more information on salary and benefits, click here: fordcareers.co Visa sponsorship is not available for this position. Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please call 1-888-336-0660. This position is hybrid with a requirement to be onsite four or more days per week. #LI-Remote #LI-MK1

Requirements

Must-haves

Technical Support Operations Manager
In this position...
This candidate will be in the Charlotte, NC area.
What you'll do...
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.
You'll have...
Bachelor's degree
5+ years of relevant experience in automotive, dealership operations, service engineering, field operations, or related area.
5+ years of analytical experience, including the ability to synthesize complex data, identify performance opportunities, and develop actionable insights.
Even better, you may have...
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.

Nice-to-haves

5+ years of supervisory or people-leadership experience, including the ability to recruit, coach, develop, and support the performance of a team. Experience leading employees across multiple locations is preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: eightfold
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

Paid Time Off

Parental Leave