Field Service Engineer
Job Summary
GM Field Service Engineers provide on-site professional automotive and technical support to retail and wholesale communities. The role focuses on vehicle diagnostic, repair support, and territory management to reduce repurchases and warranty expenses. Engineers also evaluate dealership processes and provide feedback to improve service readiness.
Responsibilities
- Provide expert on-site technical and diagnostic support to dealerships.
- Manage territory to reduce vehicle buy-backs and warranty expenses.
- Train dealership staff on technical tools and service processes.
- Represent GM in regional service operations and product quality feedback.
- Resolve customer escalations and dealership technical service issues.
Required Skills
- Extensive automotive diagnostic and repair experience.
- Proficiency in GM diagnostic tools and MS Office.
- Strong relationship management and communication skills.
- ASE Master Technician certification preferred.
- Geographic mobility and valid driver's license.
Job Details
Role Overview: FSEs provide on-site professional automotive, business and computer technical support to GM's retail and wholesale communities. Primary objectives include vehicle diagnostic and repair support, product problem resolution, and territory management to reduce vehicle repurchases and warranty expense.
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.
- Maintain relationships with GM District Managers-Aftersales and Regional CAM/BRSM to review vehicles in repurchase jeopardy.
- Collaborate with the GM Business Resource Center to assist customers requesting vehicle repurchases.
- Utilize predictive analytics to identify and assist with high-risk repurchase vehicles in the assigned area.
- Review dealer comeback processes and help implement robust service procedures.
- Review Preliminary Information (PI) bulletins and notify TAC Escalation Team Agents of authorized field fixes.
- Conduct ad-hoc in-Dealership training on Techline tools and diagnostic equipment.
- Address customer problem resolution needs via phone or on-site.
- Monitor dealership 'State of Health' and assist in technician recruitment/retention strategies.
Wholesale Support:
- Develop and maintain relationships with GM National and Regional Management regarding Service Operations and Vehicle/Powertrain Brand Quality.
- Serve as the primary field resource for automotive technical and Techline product information.
- Provide feedback via Field Product Reports (FPRs) to quality managers and engineering.
- Support BBB arbitration hearings and legal cases (lemon law) to protect GM interests.
- Suggest warranty waste reduction strategies to leadership.
Required Qualifications:
- 100% USA Geographic mobility for current and future field moves.
- Extensive hands-on Automotive Dealership Service Department or equivalent diagnostic/repair experience.
- Knowledge of GM Essential Service tools.
- State Automotive Technician Certifications as required by law.
- Valid driver's license and clean driving record.
- Proficiency in MS Office (Word, PowerPoint, Excel, Outlook).
- Ability to manage, resolve, and document dispatch cases within required timeframes.
- Ability to work with minimal direction and manage self-training.
- Excellent communication, time management, and problem-solving skills.
Preferred Qualifications:
- 10+ years hands-on automotive service or diagnostic experience.
- Familiarity with GM Comeback Process and Customer Assistance Operations.
- Vocational, Technical, Associate's, or Bachelor's degree.
- Proficiency in Data Bus Diagnostic Tools (TIS/GDS, NeoVi/V-Spy, Pico Scope, etc.).
- Certified in ASE (A1-A9, B2-B5, T1-T8, L1-L3) and Master Technician credentials.
- Knowledge of GM Global Connect, GM STC, and IT infrastructure (LAN/WAN).
- Experience with GM vehicle control systems and controller area networks.