Field Service Engineer

About Ford Australia

Ford Australia is a leading automotive original equipment manufacturer (OEM) committed to innovation and delivering smarter, connected vehicles to the Australian market and beyond. With approximately 1,500 engineers, designers, and specialists based across multiple Victorian sites, Australia serves as a global development hub responsible for vehicles like the Ranger, Ranger Raptor, and Everest, sold in around 180 countries.

Ford has an impressive legacy as a dominant force in Australia's vehicle landscape, with the Ranger being the nation’s top-selling vehicle and the Mustang holding the title of Australia's leading sports car. The company emphasizes career development alongside building award-winning cars.

Role Overview

The Field Service Engineer will play a pivotal role partnering with Ford dealerships to optimize their technical performance by managing workshop effectiveness metrics such as Fix It Right The First Time (FRTFT), diagnostics, and vehicle servicing efficiency. This role also involves technical training assistance, recruitment support, and promoting recognition programs to build dealership expertise and customer satisfaction. Based in Nedlands, WA, the position reports to the Field Service Engineer Supervisor.

Key Responsibilities

• Enhance customer satisfaction by improving Fix It Right The First Time rates and minimizing Vehicle Off Road durations.
• Provide expert diagnostics and repair support to dealerships by responding to requests from the Technical Assistance Centre.
• Keep current with Ford product knowledge through continuous training and self-directed learning to ensure accurate technical guidance.
• Advise dealers on technician training programs, special service tools, and critical equipment needs.
• Support and coordinate Service Manager and Foreman meetings to share best practices.
• Collaborate with dealers to develop and sustain robust technician training plans aligned with Ford standards.
• Ensure dealer processes properly identify and address all vehicles with outstanding Field Service Actions.
• Assist dealer-led initiatives for recruitment, mentorship, recognition, and rewarding of service personnel.
• Investigate vehicle issues, prepare detailed technical reports, and work with Customer Relationship Centre or Service Engineering Operations as required.
• Produce technical documentation to support Ford’s participation in Consumer Tribunal proceedings when necessary.
• Provide prompt support for Customer Relationship Centre cases upon request.
• Work closely with Regional Office teams to deliver coordinated dealer and fleet support.

Candidate Requirements

• Mechanical Trade qualification is essential.
• Full Australian driver's license.
• Strong customer engagement and communication skills.

Preferred Qualifications and Experience

• Three to four years of experience as a Ford Master Technician or equivalent with strong diagnostic capabilities.
• Knowledge of consumer law related to automotive services is advantageous.
• Creative problem solving skills and the ability to consider multiple perspectives.

Additional Information

Ford Australia is an equal opportunity employer welcoming applicants from diverse backgrounds. Reasonable adjustments to the recruitment process can be arranged upon request. A pre-employment criminal background check is mandatory. Employment eligibility verification will be conducted at the time of hire. Note that due to high application volumes, only shortlisted candidates will be contacted.

Ford offers several employee benefits including discounted vehicle lease options, multiple Employee Resource Groups supporting diversity, flexible working arrangements, various growth and development programs, paid parental leave from day one, Employee Assistance Programs, wellness initiatives such as free flu vaccinations and health checks, and paid volunteer days.