Global Director, Dealer Technical Support & Field Service Engineering
Core
Transform technical support and field service engineering into a proactive, predictive, data-informed capability that converts field issues into validated knowledge and corrective actions.
Role type
Senior leadership (Director) for global technical support and field service operations
Builds
Global Hotline/TSO and FSE operations, closed-loop learning systems, diagnostic content, and service-enablement capabilities
Domain
Automotive after-sales service, vehicle diagnostics, and field engineering
Required skills
Strategic planning, global operations leadership, cross-functional collaboration, data-driven decision making, process standardization, workforce planning, stakeholder management, continuous improvement, analytical problem solving, communication
Preferred skills
MBA, Six Sigma Black Belt, automotive technical support experience, global organizational transformation, connected-vehicle data utilization
Technologies
Connected-vehicle data, warranty data, operational data, diagnostic tools
Responsibilities
Lead strategy and modernization of global Hotline/TSO and FSE operations; Establish closed-loop learning systems for unresolved vehicle issues; Convert field issues into validated knowledge and corrective actions; Use data to identify dealer and technician needs; Set priorities across technical domains; Guide workforce capacity and training strategy; Improve Design for Service standards; Ensure validated repair outcomes inform upstream diagnostics; Own enterprise metrics for Diagnostic Accuracy, FIRFT, and Repair Order Duration; Standardize global processes while enabling regional flexibility; Shift from reactive to predictive service-enablement
Seniority
Director level, strategic leadership with hands-on operational oversight