Remote Field Service Engineer – Automotive Diagnostics

Socket.dev; Massachusetts; Hybrid; USD 69,000 - 107,000; Full time

Job summary

General Motors in the United States is seeking Field Service Engineers to provide on-site automotive, business and Techline support to GM’s retail and wholesale networks. You will diagnose repairs, direct field fixes, and help reduce warranty costs while supporting dealerships with service readiness.

This remote role requires 100% USA geographic mobility, involves travel to dealerships within your territory, and emphasizes problem solving, training, and collaboration with district managers and

Qualifications

• 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.

Responsibilities

• Provide on-site third level 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.
• Maintain a close working relationship with GM District Managers-Aftersales (DMPS), 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 Northeast 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

Skills

Automotive service

GM tools

Driver's license

MS Office

Customer relations

Time management

Self-training

Communication skills

Tools

GM Essential Service tools

Job description

General Motors in the United States is seeking Field Service Engineers to provide on-site automotive, business and Techline support to GM’s retail and wholesale networks. You will diagnose repairs, direct field fixes, and help reduce warranty costs while supporting dealerships with service readiness.

This remote role requires 100% USA geographic mobility, involves travel to dealerships within your territory, and emphasizes problem solving, training, and collaboration with district managers and