Field Service Engineer

General Motors; Gilroy (CA); Remote; USD 70,000 - 90,000; Full time

Job summary

A leading automotive company is seeking a Field Service Engineer to provide technical support to dealerships in California. This role involves diagnosing vehicle issues, managing territory visits, and collaborating with dealership staff to improve service readiness. Candidates should have a strong technical background and excellent problem-solving abilities.

Qualifications

• Experience in automotive technical support and diagnostics.
• Strong communication and problem-solving skills.
• Ability to work independently and manage territory effectively.

Responsibilities

• Provide on-site technical support for automotive issues.
• Maintain relationships with dealership personnel to prevent vehicle repurchases.
• Conduct training sessions on Techline tools and diagnostic equipment.

Skills

Technical Support

Problem Resolution

Customer Service

Automotive Diagnostics

Education

Bachelor's Degree in Engineering or related field

Job description

Remote: 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 coverage of territory visits to dealerships with a certain frequency.

The territory covers from San Jose, CA to San Luis Obispo, CA. The selected candidate must live in the territory or relocate to Gilroy, CA or the surrounding area. Relocation assistance 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 diagnostics and repair support, escalation management, product problem resolution, and territory management. The primary goal is to diagnose and direct repairs on customer vehicles, aiming to reduce vehicle repurchases and warranty costs to GM. FSEs also provide feedback on dealership service readiness and support Techline products at GM dealerships and 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 escalated through established processes at the GM Technical Assistance Center and the FSE Dispatch Center. Respond promptly to dispatch cases involving vehicle concerns that could lead to "vehicle down" or potential "repurchase" situations.
• Maintain a close working relationship with GM District Managers-Aftersales (DM-A) to review vehicles at risk of repurchase and explore solutions to prevent buy-backs.
• Review current Preliminary Information (PI) bulletins for known vehicle concerns with dealership service personnel.
• Facilitate the PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized "field fix" information.
• Conduct ad-hoc in-dealership product training sessions, including technical information on Techline tools, diagnostic equipment, and other tools.
• Take ownership of dealer concerns and employ effective problem resolution skills.
• Troubleshoot GM-approved, dealership-owned, service department IT hardware and Techline tool issues, using all available resources to resolve problems.
• Address GM dealership customer problems via phone or in person at the dealership for dispatched cases. When appropriate, address problem resolution at fleet customer locations.
• Report on the dealership’s overall service readiness status.
• Assist in technician recruitment and retention by reviewing "Technician Pipeline" options with dealer management.

Wholesale Support

• Develop and maintain strong relationships with GM national and regional management responsible for service operations and vehicle/powertrain quality, including the GM engineering community, focusing on product quality improvements and minimizing potential repurchases.
• Represent GM as the primary resource and spokesperson in the field for automotive technical support and Techline product information.
• Respond to requests from GM wholesale personnel, including regional service management, vehicle/powertrain quality, and engineering, through the TAC or FSE dispatch escalation process.
• Provide feedback via Field Product Reports (FPRs) to vehicle/powertrain quality managers and GM engineering.
• Support arbitration hearings and legal cases, such as lemon law suits, to protect GM interests.
• Participate in new vehicle launch activities and share relevant information with the FSE team.
• Support regional activities and service club meetings as time permits.
• Provide detailed reports on team effectiveness to GM management.
• Offer warranty waste reduction suggestions to FSE leadership and the BQM team.