[Hiring] Field Service Engineer @VetJobs

Role Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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 Irvine, Costa Mesa, CA and surrounding area. The selected candidate must live in territory or relocate to Irvine, Costa Mesa (30 mile radius).

The Role

GM Field Service Engineers (FSEs) provide on-site professional automotive, business 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
• Territory management support for GM

The primary FSE objective is to:

• Diagnose and direct repairs on customer vehicles
• Mitigate the progression to qualify for repurchase
• Reduce warranty expense

FSEs will also evaluate Dealership internal comeback processes, provide Dealership onsite service readiness feedback, and support Techline products at GM Dealerships.

Retail Support

• Provide third level, on-site support to resolve automotive technical 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 District Manager Parts and Service (DMPS) and the Regional Business Resource Managers (BRM) to mitigate the progression to qualify for repurchase and reduce warranty expense.
• 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 all resources to gather information on high risk 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.
• 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.
• Take ownership of Dealer concerns and use effective problem resolution skills.
• 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.
• Assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management.
• Build and Maintain customer relationships with Dealership management teams with focus on the Dealership Service department.

Wholesale Support

• Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality.
• Represent GM as the primary resource and spokesperson in the field for automotive technical product information.
• Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering.
• 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” lawsuits, to protect GM interests.
• Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.

Qualifications

• 2-5 years of extensive hands-on Automotive Dealership Service Department, vehicle diagnostic or repair experience.
• 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 timeframe.
• 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.

Requirements

• 10 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.
• 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
• T1-T8, plus Master Technician certification
• L1, L2 and L3
• Knowledge of LAN/WAN IT infrastructure.

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.