Job DescriptionWork Arrangement:
USA Field Assignment, working out of their home office located in Irvine, Costa Mesa California to cover assigned cases at GM dealers in California.
This job may be eligible for relocation benefits.
The RoleGM 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 California customer vehicles and to reduce vehicle repurchases and warranty expense to GM. FSEs will also evaluate Dealership internal comeback processes, provide Dealership onsite service readiness feedback and support Techline products at GM Dealerships.What You’ll DoRetail 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 immediately 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), the Regional CAM and BRSM to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.
Work closely with the GM Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicle
Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area and assist dealers quickly when one of these high-risk vehicles shows up at a dealer in your area.
Review dealer comeback process on every dealer contact to determine it meets GM’s requirements
Help implement a comeback process for each dealer that does not have a robust process in place. Work with the GM West Regional team when help is needed to persuade dealers to implement changes.
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 training sessions, which can include technical information on the use of Techline tools and applications, as well as, other diagnostic tools and equipment when the dealer’s deficiencies in these areas are causing buybacks.
Take ownership of Dealer concerns and use effective problem resolution skills
For those that are contributing to buybacks, trouble-shoot Service department IT hardware and Techline tool problems, using all available resources and follow through to resolution
For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location.
Report on Dealership’s “State of Health” relative to overall service readiness to prevent buybacks.
When lack of qualified Technicians is the cause of buybacks, assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management
Wholesale SupportDevelop 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 and 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
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team
Additional Job DescriptionYour Skills & Abilities (Required Qualifications)
100% USA Geographic mobility is a requirement for this and all future moves in the field.
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 state/local law (if relocated certified in new State within one month).
Possession of a valid driver’s license and a clean driving record
Proficient user of MS Office applications: Word, PowerPoint, Excel, Outlook (or equivalent e-mail/calendar app).
Ability to manage, resolve, document, and close dispatch cases in the required time-frame.
Ability to build and maintain customer relationships with Dealership management teams with focus on the Dealership Service department
Ability to work with minimal direction and be responsible for self-training to maintain and increase skills
A history of maintaining customer satisfaction in a territory with multiple customer locations is desired
Ability to create and provide specialized training
Excellent communication skills and time management to successfully prioritize and deliver critical services. Self-motivated with a proactive approach to meeting and exceeding customer expectations.
What Will Give You A Competitive Edge (Preferred Qualifications)
10 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.
Familiar with the GM Comeback Process for GM Dealers
Familiar with GM Customer Assistance Operations
Vocational Degree, Technical Degree, Associates Degree or bachelor’s degree
Proficient user of Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.)
Proficient user of Pico Scope
10 plus years customer handling, support, sales, administrative, computer or other business skills applicable to the specific needs of the FSE position
Computer hardware set-up, internet and wireless communications experience
Certified in the following Automotive Service Excellence (ASE) Tests and re-certification at the required intervals:
A1-A9 plus Master Technician certification
B2-B5, plus Master Technician certification
T1-T8, plus Master Technician certification
L1, L2 and L3
Knowledge of GM Global Connect Service Applications
Knowledge of GM Service Training College (GM STC) training web site and applications
Extensive knowledge of GM vehicle control systems, including controller area networks, GM LAN, etc.
100% completion of GM Service Training requirements including achieving GM Master Technician in one or more GM STC Training paths.
GM World Class Technician credentials
Knowledge of LAN/WAN IT infrastructure
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
The salary range for this role is ($80,300 - $128,200). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more
This position requires the ability to legally operate a motor vehicle on a regular basis.GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.#LI-AP1About GMOur vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.Why Join UsWe aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.Benefits OverviewThe goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others: Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents; Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family; Company and matching contributions to 401K savings plan to help you save for retirement; Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; Tuition assistance and student loan refinancing; Discount on GM vehicles for you, your family and friends.Diversity InformationGeneral Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.Equal Employment Opportunity StatementsGM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. 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