Field Service Engineer

Position Description Remote: This position does not require the employee to be on-site full-time to perform most effectively. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency. The territory covers Andover, MA and the surrounding area. Role Overview GM Field Service Engineers (FSEs) provide on-site professional automotive, business and computer technical support to GM's retail and wholesale communities. FSEs have broad responsibilities including vehicle diagnostic and repair support, providing an avenue for escalated cases, product problem resolution and territory management support for GM. The primary FSE objective is to diagnose and direct repairs on customer vehicles and to reduce vehicle repurchases and warranty expense to GM. Responsibilities Retail Support - Provide third level, on-site support to resolve automotive technical and Techline issues. - Respond immediately to dispatch cases for vehicle concerns that may lead to 'vehicle down' or potential 'repurchase' situations. - Collaborate with District Managers and Regional teams to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back. - Utilize predictive analytics to identify high repurchase potential vehicles and assist dealers proactively. - Review and help implement robust dealer comeback processes. - Review Preliminary Information (PI) bulletins and drive the field fix process. - Conduct ad-hoc in-Dealership training on diagnostic tools and technical information. - Troubleshoot Service department IT hardware and Techline tool problems. Wholesale Support - Develop and maintain relationships with Regional Management and Engineering teams focusing on product quality improvements. - Represent GM as the primary field resource for technical and Techline product information. - Provide feedback via Field Product Reports (FPRs) to Engineering and Quality Managers. - Provide support for arbitration hearings and legal cases to protect GM interests. - Offer warranty waste reduction suggestions to leadership. Required Qualifications - Geographic mobility within the USA. - Extensive hands-on Automotive Dealership Service Department or equivalent diagnostic and repair experience. - Knowledge of GM Essential Service tools. - State Automotive Technician Certifications as required by law. - Valid driver's license with a clean driving record. - Proficient in MS Office (Word, PowerPoint, Excel, Outlook). - Ability to manage, resolve, and document dispatch cases efficiently. - Excellent communication and time management skills. Preferred Qualifications - 10+ years of hands-on automotive service department or diagnostic experience. - Familiarity with GM Comeback Process and Customer Assistance Operations. - Vocational, Technical, Associate, or Bachelor’s degree. - Proficiency with Data Bus Diagnostic Tools (e.g., TIS/GDS, NeoVi/V-Spy, Pico Scope). - Experience with computer hardware setup and wireless communications. - ASE Master Technician certifications (A1-A9, B2-B5, T1-T8, L1-L3). - Knowledge of GM Global Connect, Service Training College, and vehicle control systems. - GM World Class Technician credentials. - Knowledge of LAN/WAN IT infrastructure.