Remote Field Service Engineer, Automotive Diagnostics

General Motors; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

General Motors is seeking Field Service Engineers to provide on-site and remote automotive diagnostic support across Albany, NY and surrounding area, with required travel to dealerships. The selected candidate must live in territory or relocate to Albany, NY (50 mile radius).

You will diagnose and direct repairs, support dealers, reduce warranty expense, and work with TAC and BRC to improve service readiness.

Qualifications

• 2-5 years of extensive hands-on Automotive Dealership Service Department, vehicle diagnostic or repair experience.
• 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 work with minimal direction and be responsible for self-train.

Responsibilities

• Provide third level, on-site support to resolve automotive technical 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 District Manager Parts and Service (DMPS) the Regional Business Resource Managers (BRM) to mitigate the progression to qualify for repurchase and reduce warranty expense
• 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 all resources to gather information of high risk 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.
• 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, 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
• Build and Maintain customer relationships with Dealership management teams with focus on the Dealership Service department

Skills

Vehicle diagnostics

MS Office

Dispatch management

Driver's license

Self-training

Tools

Techline tools

Job description

General Motors is seeking Field Service Engineers to provide on-site and remote automotive diagnostic support across Albany, NY and surrounding area, with required travel to dealerships. The selected candidate must live in territory or relocate to Albany, NY (50 mile radius).

You will diagnose and direct repairs, support dealers, reduce warranty expense, and work with TAC and BRC to improve service readiness.