GM Field Service Engineer (FSE)

Employment Type: Full-time

Position Overview

General Motors (GM) Field Service Engineers (FSEs) are responsible for providing on-site, professional automotive, business, and computer technical support to GM's retail and wholesale communities. FSEs play a crucial role in diagnosing and directing repairs on customer vehicles, aiming to reduce vehicle repurchases and warranty expenses for GM. They also provide feedback on dealership service readiness and support Techline products at dealerships and other authorized facilities.

Remote Work & Territory

This position is remote, meaning the employee does not need to be on-site full-time and can work off-site permanently. However, the role requires regular territory visits to dealerships. The assigned territory covers dealerships in SE Texas and SW Louisiana. The selected candidate must reside in or relocate to the SW Houston or surrounding area.

Relocation: This job may be eligible for relocation benefits.

Responsibilities

Retail Support

• Provide third-level, on-site support to resolve automotive technical and Techline issues escalated through the GM Technical Assistance Center and FSE Dispatch Center.
• Respond promptly to dispatch cases for vehicle concerns that could lead to "vehicle down" or potential "repurchase" situations.
• Collaborate closely with GM District Managers-Aftersales (DM-A), Regional CAM, and BRSM to review vehicles at risk of repurchase and identify strategies to avoid buy-backs.
• Work with the GM Business Resource Center (BRC) to address customer repurchase requests in your territory.
• Utilize GM’s predictive analytics tool to proactively identify vehicles with high repurchase potential in your area and assist dealerships promptly.
• Review and ensure dealership "comeback" processes meet GM requirements, assisting dealerships in implementing robust processes where needed.
• Drive the Preliminary Information (PI) bulletin process by reporting authorized "field fix" information to the TAC Escalation Team Agents (ETA).
• Conduct ad-hoc in-dealership training sessions on Techline tools, applications, and other diagnostic tools to address deficiencies causing buybacks.
• Take ownership of dealership concerns and apply effective problem-resolution skills.
• Troubleshoot Service department IT hardware and Techline tool problems for individuals contributing to buybacks, ensuring resolution.
• Address dealership customer problem resolution needs via phone or at the dealership location for dispatched cases.
• Report on dealership "State of Health" regarding service readiness to prevent buybacks.
• Assist in dealer technician recruitment and retention when a lack of qualified technicians contributes to buybacks, by reviewing "Technician Pipeline" options.

Wholesale Support

• Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality.
• Engage with the GM Engineering community to focus on product quality improvements and minimizing potential repurchases.
• Act as GM's primary resource and spokesperson in the field for automotive technical and Techline product information.
• Respond to requests from GM wholesale.

Application Instructions

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Company Information

• Company: General Motors (GM)
• Focus: Automotive industry, technical support, service readiness, product quality.