Field Service Engineer
Job Summary
The Field Service Engineer (FSE) provides on-site professional automotive technical support to GM dealerships within the Irvine, Costa Mesa, and Los Angeles territory. This role focuses on vehicle diagnostics, repair support, and territory management to reduce vehicle repurchases and warranty expenses. The position requires frequent on-site visits to dealerships, remote administrative work, and strong collaboration with internal GM teams.
Responsibilities
- Diagnose and direct complex vehicle repairs at dealerships
- Reduce vehicle repurchases and warranty expenses
- Provide third-level technical support for Techline issues
- Conduct on-site dealer training and process improvement
- Collaborate with regional management on service operations
Required Skills
- Automotive diagnostic and repair expertise
- Knowledge of GM Service tools and systems
- Strong technical problem-solving skills
- Proficiency in MS Office and diagnostic software
- Excellent communication and relationship management
Job Details
### Role Overview
GM Field Service Engineers (FSEs) provide on-site professional automotive, business and computer technical support to GM's retail and wholesale communities. The primary FSE objective is to diagnose and direct repairs on California 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 to dispatch cases for vehicle concerns that may lead to "vehicle down" or "repurchase" situations.
- Maintain a close working relationship with GM District Managers-Aftersales to review vehicles in repurchase jeopardy.
- Utilize predictive analytics tools to identify and assist with high repurchase potential vehicles.
- Review dealer comeback processes and help implement improvements.
- Conduct ad-hoc in-Dealership training on technical tools and diagnostic equipment.
- Troubleshoot Service department IT hardware and Techline tool problems.
**Wholesale Support:**
- Develop and maintain relationships with GM National and Regional Management regarding Service Operations and product quality.
- Provide feedback to Vehicle/Powertrain Brand Quality Managers and Engineering via Field Product Reports (FPRs).
- Represent GM in BBB arbitration hearings and legal cases.
- Provide warranty waste reduction suggestions to FSE Leadership.
### Required Qualifications
- 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 law.
- Valid driver's license and a clean driving record.
- Proficient in MS Office applications (Word, PowerPoint, Excel, Outlook).
- Ability to manage, resolve, and document dispatch cases within required timeframes.
- Excellent communication and time management skills with a proactive approach.
### Travel and Mobility Requirements
- 100% USA Geographic mobility is required for this and all future moves in the field.
- The selected candidate must live within or relocate to the assigned territory (Irvine, Costa Mesa, or Los Angeles, CA) within a 50-mile radius.
- Ability to travel at least 50% or more on a frequent basis.