Field Service Engineer - Torrance, Carson, Signal Hill CA

General Motors; Signal Hill (CA); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Field Service Engineer to provide on-site automotive and technical support. This role involves diagnosing vehicle issues, collaborating with dealerships, and utilizing predictive analytics tools to enhance customer satisfaction. With a focus on reducing warranty costs and improving product quality, the successful candidate will engage in both retail and wholesale support, ensuring that dealership processes align with company standards. This position offers the flexibility of remote work while requiring territory visits, making it ideal for those who thrive in dynamic environments and enjoy direct customer interaction.

Qualifications

• Experience in automotive technical support and diagnostics.
• Strong problem-solving skills in high-pressure situations.

Responsibilities

• Provide third-level support for automotive technical issues.
• Collaborate with management to prevent vehicle buybacks.

Skills

Automotive Technical Support

Vehicle Diagnostics

Problem Solving

Customer Service

Technical Training

Predictive Analytics

Education

Bachelor's Degree in Engineering or Related Field

Automotive Service Excellence (ASE) Certification

Tools

Techline Products

Diagnostic Equipment

Predictive Analytics Tools

Job description

Remote: This position does not require the employee to be on-site full-time and allows for off-site work on a permanent basis. The role involves territory visits to dealerships in specific areas.

The territory includes Torrance, Carson, and Signal Hill, CA. The selected candidate must reside in this territory or be willing to relocate to Torrance, Carson, or Signal Hill, CA. Relocation assistance may be provided.

The Role

GM Field Service Engineers (FSEs) provide on-site automotive, business, and computer technical support to GM’s retail and wholesale communities. Responsibilities include vehicle diagnostics, repairs, case escalation, product problem resolution, and territory management, primarily focusing on California customer vehicles to reduce repurchases and warranty costs. FSEs also evaluate Dealership processes, provide onsite service feedback, and support GM Dealerships with Techline products.

What You’ll Do

Retail Support

• Provide third-level, on-site support for automotive technical and Techline issues escalated through GM's support centers. Respond promptly to cases involving vehicle concerns that could lead to 'vehicle down' or 'repurchase' situations.
• Collaborate with GM District Managers-Aftersales, Regional CAM, and BRSM to review vehicles at risk of repurchase and develop strategies to prevent buy-backs.
• Coordinate with the GM Business Resource Center to address customer requests for vehicle repurchase.
• Use GM’s predictive analytics tools to identify high-risk vehicles in your area and assist dealers accordingly.
• Review dealer comeback processes to ensure they meet GM standards and assist dealers in strengthening these processes.
• Review current Preliminary Information (PI) bulletins related to vehicle concerns with dealer service teams.
• Communicate authorized 'field fix' information via PI bulletins to TAC Escalation Team Agents.
• Conduct ad-hoc training sessions at dealerships, focusing on Techline tools and diagnostic equipment.
• Take ownership of dealer concerns, applying effective problem-solving skills.
• Troubleshoot Service department IT hardware and Techline tool issues, following through to resolution.
• Address customer issues at dealerships via phone or in person.
• Report on the 'State of Health' of dealerships to prevent issues like buybacks.
• Assist in recruiting and retaining qualified technicians, especially when technician shortages contribute to buybacks.

Wholesale Support

Build and maintain relationships with GM national and regional management responsible for Service Operations and Product Quality, including engineering teams, to improve product quality and reduce repurchases. Serve as GM’s primary technical resource in the field.

• Respond to requests from GM wholesale personnel, regional service managers, and engineering through established escalation processes.
• Provide feedback via Field Product Reports (FPRs) to relevant GM departments.
• Support arbitration hearings, legal cases, and lemon law disputes to protect GM interests.
• Offer warranty waste reduction suggestions to FSE leadership and quality teams.