Field Service Engineer

Jobtailor

Irvine (CA)

On-site

USD 90,000 - 120,000

Full time

14 days+

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Job summary

General Motors is seeking an on-site Field Technical Support Specialist to provide third-level automotive technical and Techline support to dealerships, resolving escalated issues and helping prevent buybacks.

You will coordinate with GM districts, leverage predictive analytics to spot high-risk vehicles, and train dealers on Techline tools and diagnostics to accelerate issue resolution and maintain customer satisfaction.

Qualifications

100% USA geographic mobility required.
Extensive hands-on automotive dealership service/diagnostic experience.
Knowledge and experience with GM Essential Service tools.
State Automotive Technician Certifications as required by state/local law.
Valid driver's license with clean driving record.
Proficient in MS Office (Word/Excel/PowerPoint/Outlook).
Ability to manage, resolve, document, and close dispatch cases.
Ability to build and maintain dealer relationships.

Responsibilities

Provide third-level on-site support to resolve automotive technical and Techline issues.
Respond to dispatch cases to prevent vehicle down or repurchase situations.
Collaborate with GM District Managers and regional teams to prevent buybacks.
Train dealers on Techline tools and diagnostic equipment.
Drive the PI bulletin process and notify TAC ETA of field fixes.
Report field product issues to GM Quality and Engineering.
Assist in dealer technician recruitment and retention as needed.

Skills

Automotive service experience

GM Essential Service Tools

Customer relationship management

Technical problem resolution

Dispatch case management

Education

State Automotive Technician Certifications

Tools

MS Office Applications

Techline Tools

Diagnostic Tools & Equipment

Predictive Analytics Tool

Job description

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 immediately 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), the Regional CAM and BRSM to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.
Work closely with the GM Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicle
Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area and assist dealers quickly when one of these high-risk vehicles shows up at a dealer in your area.
Review dealer comeback process on every dealer contact to determine it meets GM’s requirements
Help implement a comeback process for each dealer that does not have a robust process in place.
Work with the GM West Regional team when help is needed to persuade dealers to implement changes.
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 training sessions, which can include technical information on the use of Techline tools and applications, as well as, other diagnostic tools and equipment when the dealer’s deficiencies in these areas are causing buybacks.
Take ownership of Dealer concerns and use effective problem resolution skills
For those that are contributing to buybacks, trouble-shoot Service department IT hardware and Techline tool problems, using all available resources and follow through to resolution
For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location.
Report on Dealership’s "State of Health" relative to overall service readiness to prevent buybacks.
When lack of qualified Technicians is the cause of buybacks, assist in Dealer Technician recruitment and retention by reviewing "Technician Pipeline" options to Dealer Service Management
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 and 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
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team

Requirements

100% USA Geographic mobility is a requirement for this and all future moves in the field.
Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.
Knowledge and experience with GM Essential Service tools
State Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month).
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 time-frame.
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.

Core Competencies

Demonstrates extensive hands‑on automotive dealership service experience, proficiency in GM Essential Service tools, and the ability to manage and resolve technical issues effectively. Strong communication and relationship‑building skills are essential for collaborating with dealership management and ensuring customer satisfaction.

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