Field Service Engineer
Job Summary
GM Field Service Engineers provide on-site technical support to retail and wholesale communities to resolve complex automotive issues. The role focuses on vehicle diagnostics, reducing warranty expenses, and improving dealership service processes. Candidates must possess extensive automotive technical experience and the ability to manage territory operations effectively.
Responsibilities
- Provide expert on-site technical support for vehicle diagnostics.
- Resolve high-level customer service cases and prevent vehicle repurchases.
- Evaluate and improve dealership service processes and technician readiness.
- Represent GM Engineering and Quality in field-related technical matters.
Required Skills
- Extensive automotive diagnostic and repair expertise.
- Proficiency with dealership service IT systems and diagnostic tools.
- Strong relationship management and communication skills.
- Ability to work independently and maintain territory performance metrics.
Job Details
### Responsibilities
**Retail Support**
- Provide third-level, on-site support to resolve automotive technical and Techline issues escalated through the Technical Assistance Center.
- Respond to dispatch cases involving "vehicle down" or potential "repurchase" situations.
- Maintain close working relationships with District Managers and Regional teams to review vehicles in repurchase jeopardy.
- Collaborate with the Business Resource Center to address customer repurchase requests.
- Utilize predictive analytics to identify and assist with high-repurchase-potential vehicles in the assigned territory.
- Evaluate dealership comeback processes and implement improvements to meet GM requirements.
- Conduct ad-hoc in-dealership training on Techline tools, diagnostic equipment, and technical information.
- Troubleshoot dealership IT hardware and Techline tool problems.
- Assist in technician recruitment and retention strategies for dealerships facing high turnover.
**Wholesale Support**
- Develop and maintain relationships with National and Regional Management to focus on product quality and minimize repurchases.
- Represent GM as the primary field resource for automotive technical and Techline product information.
- Provide feedback via Field Product Reports (FPRs) to Engineering and Quality Managers.
- Support Better Business Bureau (BBB) arbitration hearings and legal cases regarding "lemon law" suits.
- Provide warranty waste reduction suggestions to leadership.
### Required Qualifications
- Geographic mobility required for current and future field moves.
- 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 applications (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 dealership service or equivalent experience.
- Familiarity with GM Comeback Processes 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.).
- ASE Master Technician certifications (A1-A9, T1-T8, L1-L3).
- Knowledge of GM Global Connect, GM STC, and IT infrastructure (LAN/WAN).
### Employment Conditions
- This role requires travel at least 50% of the time.
- Ability to legally operate a motor vehicle and complete a Motor Vehicle Report review is mandatory.
- Relocation or residency in an approved city within the territory is required.