Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.
The territory covers from San Jose, CA to San Luis Obispo, CA. The selected candidate must live in territory or relocate Gilroy, CA or surrounding area . Relocation may be provided.
The Role:
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. FSEs will also provide Dealership service readiness feedback and support Techline products at GM Dealerships and other authorized facilities including certain GM Fleet accounts.
What You’ll Do:
Retail Support
-
Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the GM Technical Assistance Center and the FSE Dispatch Center. Respond quickly to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations
-
Maintain a close working relationship with GM District Managers-Aftersales (DM-A) to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.
-
Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel
-
Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information
-
Conduct ad-hoc in-Dealership product training sessions, which can include technical information on the use of Techline tools and applications, as well as, other diagnostic tools and equipment
-
Take ownership of Dealer concerns and use effective problem resolution skills
-
Troubleshoot GM approved, Dealership owned, Service department IT hardware and Techline tool problems, using all available resources and follow through to resolution
-
For officially dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location. When approved, will also address problem resolution at a Fleet customer location.
-
Report on Dealership’s “State of Health” relative to overall service readiness
-
Assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management
Wholesale Support
Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM Engineering community with a focus on product quality improvements and minimizing potential repurchases. Represent GM as the primary resource and spokesperson in the field for automotive technical and Techline product information
-
Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC or FSE Dispatch Center escalation process.
-
Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering
-
Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect GM interests
-
Participate in new vehicle launch Action Center Team activities and distribute information to benefit the wider FSE team
-
Support service club meetings and other Regional activities, as time permits.
-
Provide detailed reports to GM management on team effectiveness.
-
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team
