Field Service Engineer

General Motors; California (MO); Remote; USD 72,000 - 112,000; Full time

Job summary

A leading automotive company is seeking a Field Service Engineer to provide on-site technical support and manage dealership relationships across California. The role requires extensive automotive experience, strong problem-solving skills, and the ability to work independently. Successful candidates will have the opportunity to contribute to vehicle quality improvements and customer satisfaction while enjoying competitive compensation and benefits.

Benefits

Medical, dental, and vision benefits

Retirement savings plan

Paid vacation & holidays

Tuition assistance programs

GM vehicle discounts

Qualifications

• Extensive hands-on Automotive Dealership Service Department experience required.
• State Automotive Technician Certifications as required by state/local law.
• 100% USA Geographic mobility is a requirement.

Responsibilities

• Provide third level, on-site support for automotive technical issues.
• Maintain relationships with GM District Managers for vehicle repurchase concerns.
• Conduct in-Dealership product training sessions.

Skills

Automotive diagnostic

Customer relationship management

Problem resolution

Technical support

Education

Vocational Degree or Technical Degree

Tools

Data Bus Diagnostic Tools

GM Essential Service tools

MS Office applications

Job description

Remote: This position does not require 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 tocover territory visits to dealerships in areoccurringfrequency.

The territory covers from San Jose, CA to San Luis Obispo, CA. The selected candidate must live in territory or relocate Gilroy, CA or surrounding area . Relocation may be provided.

The Role:

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 and 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

Additional Job Description

Your Skills & Abilities (Required Qualifications)

Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.

100% USA Geographic mobility is a requirement for this and all future moves in the field.

State Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month).

Knowledge and experience with GM Essential Service tools

Possession of a valid driver’s license and a clean driving record

Proficient user of MS Office applications: Word, PowerPoint, Excel, Outlook (or equivalent e-mail/calendar app).

Ability to manage, resolve, document, and close dispatch cases in the required timeframe.

Ability to build and maintain customer relationships with Dealership management teams with focus on the Dealership Service department

Ability to work with minimal direction and be responsible for self-training to maintain and increase skills

A history of maintaining customer satisfaction in a territory with multiple customer locations is desired

Ability to create and provide specialized training

Excellent communication skills and time management to successfully prioritize and deliver critical services. Self-motivated with a proactive approach to meeting and exceeding customer expectations.

What Will Give You A Competitive Edge (Preferred Qualifications)

5 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.

Vocational Degree, Technical Degree, Associates Degree or Bachelor's Degree

Proficient user of Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.)

Proficient user of Pico Scope

10 plus years customer handling, support, sales, administrative, computer or other business skills applicable to the specific needs of the FSE position

Computer hardware set-up, internet and wireless communications experience

Certified in the following Automotive Service Excellence (ASE) Tests and recertification at the required intervals:

L1, L2 and L3

Knowledge of GM Global Connect Service Applications

Knowledge of GM Service Training College (GM STC) training web site and applications

Extensive knowledge of GM vehicle control systems, including controller area networks, GM LAN, etc.

100% completion of GM Service Training requirements including achieving GM Master Technician in one or more GM STC Training paths.

GM World Class Technician credentials

Knowledge of LAN/WAN IT infrastructure

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paidin accordance with applicable state laws. The compensation may not be representative for positions located outside of New York,Colorado, California, or Washington.

The salary range for this role is ($72 ,700 - $111,400) . The actual basesalary a successful candidate will be offered within this range will vary based on factors relevant to the position.

Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individualperformance.

Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, HealthSavings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paidvacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more

This position requires the ability to legally operate a motor vehicle on a regular basis.

#LI-AP1

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards Resources .

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire .

Accommodations

General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

About Us

We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.