"Alerted.org

In this position…

**Are you a visionary leader passionate about empowering technical teams and driving strategic operational excellence within a dynamic automotive service environment?** We are seeking a highly experienced and results-oriented **Technician Success Director** to play a pivotal role within our Technician Support Operations group.

This position is not just about managing; it's about **architecting and driving the future state** of our technician workforce across the Ford and Lincoln dealer network. The Technician Success function is absolutely critical – acting as a central force to create powerful synergy across our Ford/Lincoln Dealerships, Technical Field Team, and Service Engineering and Operations. Your strategic leadership will directly translate into significant, **measurable improvements** in dealership technician efficiency, effectiveness, and ultimately, **dealer profitability and customer satisfaction** .

This role is key to **defining, championing, and executing** comprehensive strategies that support our Ford and Lincoln dealership technicians throughout their entire career lifecycle – from educating and attracting secondary and post-secondary talent, fostering their initial growth as a Technician, to ensuring long-term development and retention. You will ensure they are equipped not just with the necessary tools, training, and processes, but with a clear path for success and a strong connection to the Ford/Lincoln brand.

This role as 5 Direct Reports and manages a total team of 96 employees (Direct and Purchase Service).

This role is critical to ensuring our dealership service network is a competitive advantage. By strategically investing in and supporting our most valuable asset – our technicians – you will drive operational excellence, enhance service quality, improve dealer profitability, and build lasting customer loyalty.

What you'll do…

In this role, you will be responsible for architecting, leading and driving initiatives across several crucial areas, including:

• **Strategic Operational Planning & Optimization:** Strategically plan and optimize technician capacity and throughput across the dealer network. This involves leading sophisticated planning initiatives that align with business forecasts, service demand trends, and long-term growth objectives to maximize dealer operational utilization and service revenue potential.

• **Technician Workforce Strategy & Brand Leadership:** Define, champion, and execute comprehensive, data-driven strategies for technician recruitment, recognition, and long-term retention. Your goal is to establish Ford/Lincoln as the undisputed 'Brand of Choice' for automotive technicians by building a sustainable talent pipeline, fostering a culture of excellence, and ensuring a high performing and engaged workforce that directly contributes to dealer stability and service quality.

• **Strategic Training & Capability Development:** Architect and oversee the strategic direction for technician training and development programs. This encompasses developing comprehensive pre-hire pipeline initiatives (including strategic partnerships with educational institutions) and advanced post-hire career pathing. Ensure training programs are directly aligned with future vehicle technologies, evolving business needs, and measurable skill proficiency, driving technician capability and reducing repair complexity across the network.

• **Technician Productivity & Utilization:** Analyze key performance indicators (KPIs) and labor data to identify strategic opportunities for enhancing technician productivity and shop utilization. Design, champion and implement initiatives that leverage best practices and technology to optimize workflow, driving measurable improvements in efficiency and profitability for our dealers.

• **Dealership Technical/Repair Standards:** Collaborate strategically with the Technical Field Organization and Service Engineering to define, evolve and enforce world-class technical standards and repair procedures. Ensure dealers have access to the necessary tools and resources to perform repairs efficiently and correctly to consistently deliver high-quality, efficient repairs that uphold the Ford/Lincoln brand reputation and minimize repeat repairs.

• **Repair Execution & Process Improvement:** Work to optimize the overall execution of repairs by refining processes, including the repair triage process and leveraging advanced production system tools and processes.

• **Dealer Service Management Empowerment and Strategy Alignment:** Empower Dealership Service Managers through the strategic development and deployment of advanced management tools, data analytics platforms, and best-practice frameworks. Equip them to proactively manage technician performance, optimize scheduling, and drive local operational excellence that directly aligns with corporate strategic goals for service growth and profitability.

• **Strategic Oversight of Dealership Tools & Equipment Portfolio:** Provide strategic oversight and direction for the Rotunda Dealership Tools and Equipment business. Ensure the tool and equipment portfolio is strategically aligned with current and future vehicle technology needs, technician efficiency requirements, and dealer investment considerations, driving both operational readiness and profitability across the network.

Cross-Functional Collaboration:

Success in this role requires strong strategic partnerships. You will collaborate extensively with teams across the organization, including Service Engineering, Product Development, Marketing, Sales, Ownership, Finance, Human Resources, and the Technical Field Team, to ensure technician success strategies are integrated and supported across the business landscape.

Measuring Success:

You will be accountable for driving and reporting on key strategic performance indicators, which may include:

• Technician recruitment and retention rates

• Average repair time reduction and First-Time Fix rates

• Impact and completion metrics for training and development programs

• Dealer satisfaction scores related to technician support and resources

• Adoption rates and ROI of new tools, equipment, and process improvements

• Improvements in dealership service operational efficiency and profitability metrics

You'll have…

• Bachelor's degree (required) or Master’s Degree (preferred) in Operations Management, Business Administration, Engineering, or a related field.

• 10+ years of experience in service operations, technical support, or a related field, preferably within an industry involving complex technical repairs (e.g., automotive, heavy equipment, manufacturing).

• Proven experience in strategic planning, program design, and large-scale implementation within an operations or service environment.

• Demonstrated ability to use data and analytics to identify strategic opportunities and measure program effectiveness.

• Strong leadership skills with the ability to influence and collaborate effectively across diverse teams and organizational levels (dealerships, field teams, corporate).

• Experience in workforce development, training strategy, or talent management is highly desirable.

• Excellent business acumen with an understanding of the financial drivers of dealership service operations.

• Ability to manage complex projects and drive change management initiatives.

Why Join Us?

This team is extremely passionate about technicians. Technicians are the people that keep vehicles on the road – whether an ambulance, a farmer’s F150 or a family Expedition that is the “sports team people hauler”. This group is truly the technician’s biggest advocate and everything they do is to make their lives easier or more efficient. This is an exciting opportunity to directly impact the success and efficiency of our Ford/Lincoln Dealership technician workforce. You'll work collaboratively across departments to implement strategies that not only improve operations but also enhance the careers and daily work lives of our dedicated technicians.

What you'll receive in return…

As part of the Ford family, you’ll enjoy excellent compensation, and a comprehensive benefits package that includes generous PTO, retirement, savings and stock investment plans, incentive compensation, and much more. You’ll also experience exciting opportunities for professional and personal growth and recognition. Our benefits summary can be found here .

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.

Visa sponsorship is not available for this position.

This is a Leadership Level 4 opportunity.

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 committed to a culturally diverse workforce. 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.

**Requisition ID** : 46655