Field Service Engineer

General Motors; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

General Motors is seeking a Field Service Engineer to provide on-site technical support for automotive issues in California. This role involves diagnosing vehicle problems, managing dealership relationships, and ensuring service readiness. The ideal candidate will have strong problem-solving skills and experience in automotive diagnostics. Remote work is possible, but the candidate must live within the designated territory.

Qualifications

• Must live in the territory or relocate to Gilroy, CA.
• Experience in automotive technical support and diagnostics.

Responsibilities

• Provide third-level, on-site support for automotive technical issues.
• Develop and maintain relationships with GM management for service operations.
• Conduct product training sessions for dealership personnel.

Skills

Problem-solving

Technical support

Automotive diagnostics

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 covering territory visits to dealerships with a certain frequency.

The territory spans from San Jose, CA to San Luis Obispo, CA. The selected candidate must live in the territory or relocate to Gilroy, CA or surrounding areas. 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 are responsible for vehicle diagnostics and repairs, escalation management, product problem resolution, and territory management. The primary goal is to diagnose and direct repairs on customer vehicles to reduce vehicle repurchases and warranty costs. 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 GM's processes. Respond promptly to dispatch cases involving vehicle concerns that could lead to 'vehicle down' or 'repurchase' situations.
• Work closely with GM District Managers-Aftersales (DM-A) to review vehicles at risk of repurchase and develop strategies to avoid buy-backs.
• Review current Preliminary Information (PI) bulletins for known vehicle concerns with dealer service personnel.
• Coordinate the PI bulletin process by informing 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 procedures.
• Take ownership of dealer concerns and employ effective problem-solving skills.
• Troubleshoot GM-approved, dealership-owned service department IT hardware and Techline tools, following through to resolution.
• Address GM dealership customer issues via phone or on-site for dispatched cases. When applicable, support Fleet customer locations.
• Report on the dealership’s 'State of Health' concerning overall service readiness.
• Assist in dealer technician recruitment and retention by reviewing 'Technician Pipeline' options with dealer management.

Wholesale Support

• Develop and maintain relationships with GM national and regional management responsible for service operations and vehicle/brand quality, including GM Engineering, focusing on product quality improvements and minimizing repurchases.
• Act as the primary resource and spokesperson in the field for automotive technical and Techline product information.
• Respond to requests from GM wholesale personnel, including regional service management, vehicle/brand quality, and engineering, through the TAC or FSE Dispatch Center escalation process.
• Provide feedback via Field Product Reports (FPRs) to vehicle/brand 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 distribute relevant information to 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.