Field Service Engineer

Employment Type

Full-time

Remote Work Policy

• This position does not require the employee to be on-site full-time to perform most effectively.
• The employee’s role enables them to work off-site on a permanent basis.
• This position requires an employee to cover territory visits to dealerships with reoccurring frequency.
• The territory covers from San Jose, CA to San Luis Obispo, CA.
• The selected candidate must live in territory or relocate to Gilroy, CA or surrounding area.
• Relocation may be provided.

The Role: GM Field Service Engineers (FSEs)

GM Field Service Engineers (FSEs) provide on-site professional automotive, business and computer technical support to GM’s retail and wholesale communities. FSEs have broad responsibilities including:

• Vehicle diagnostic and repair support
• Providing an avenue for escalated cases
• Product problem resolution
• Territory management support for GM
• The primary FSE objective is to diagnose and direct repairs on customer vehicles and to reduce vehicle repurchases and warranty expense to GM.
• FSEs will also provide Dealership service readiness feedback and support Techline products at GM Dealerships and other authorized facilities including certain GM Fleet accounts.

What You’ll Do: Retail Support

• Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the GM Technical Assistance Center and the FSE Dispatch Center.
• Respond quickly to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations.
• Maintain a close working relationship with GM District Managers-Aftersales (DM-A) to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.
• Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel.
• Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information.
• Conduct ad-hoc in-Dealership product training sessions, which can include technical information on the use of Techline tools and applications, as well as, other diagnostic tools and equipment.
• Take ownership of Dealer concerns and use effective problem resolution skills.
• Troubleshoot GM approved, Dealership owned, Service department IT hardware and Techline tool problems, using all available resources and follow through to resolution.
• For officially dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location.
• When approved, will also address problem resolution at a Fleet customer location.
• Report on Dealership’s “State of Health” relative to overall service readiness.
• Assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management.

Wholesale Support

• Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM Engineering community with a focus on product quality improvements and minimizing potential repurchases.
• Represent GM as the primary resource and spokesperson in the field for automotive technical and Techline product information.
• Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC or FSE Dispatch Center escalation process.
• Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering.
• Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect GM interests.
• Participate in new vehicle launch Action Center Team activities and distribute information to benefit the wider FSE team.
• Support service club meetings and other Regional activities, as time permits.
• Provide detailed reports to GM management on team effectiveness.
• Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.