Field Service Engineer
Job Summary
The Field Service Engineer (FSE) provides on-site professional automotive, business, and technical support to GM's retail and wholesale communities. The role focuses on vehicle diagnostics, repair support, and dealership process improvements to reduce vehicle repurchases and warranty expenses. FSEs manage assigned territories to ensure service readiness and customer satisfaction while serving as a primary technical resource for dealers.
Responsibilities
- Provide advanced on-site automotive technical support
- Resolve dealership dispatch cases and vehicle repurchase threats
- Implement and monitor dealer comeback processes
- Deliver in-dealership training on diagnostic tools
- Report vehicle quality and warranty data to engineering teams
Required Skills
- Advanced vehicle diagnostics and repair
- Extensive GM service tool expertise
- Data analysis and predictive modeling skills
- Relationship management and conflict resolution
- Strong MS Office proficiency
Job Details
### Job 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 "repurchase" situations.
* Maintain a working relationship with District Managers and Regional teams to review vehicles in repurchase jeopardy.
* Utilize predictive analytics to identify high-risk vehicles and assist dealers proactively.
* Review and implement robust dealer comeback processes.
* Review Preliminary Information (PI) bulletins and conduct ad-hoc in-dealership training sessions.
* Troubleshoot Service department IT hardware and Techline tool problems.
* Report on the dealership's "State of Health" regarding service readiness.
**Wholesale Support:**
* Develop and maintain strong relationships with GM National and Regional Management.
* Represent GM as the primary spokesperson in the field for automotive technical and Techline product information.
* Provide feedback via Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and Engineering.
* Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases.
* Provide warranty waste reduction suggestions to FSE Leadership.
### Required Qualifications:
* 100% USA Geographic mobility.
* 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.
* Possession of a valid driver's license and a clean driving record.
* Proficient user of MS Office applications (Word, PowerPoint, Excel, Outlook).
* Ability to manage, resolve, and document dispatch cases within required time-frames.
* Excellent communication and time management skills.