JOB DESCRIPTION
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Unless specifically stated otherwise, this role is "On-Site" at the location
detailed in the job post.
Description
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 and territory management
support for GM. The primary FSE objective is to diagnose and direct repairs on
customer vehicles and to mitigate the progression to qualify for repurchase and
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) 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 of 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. Work with the GM 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, 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
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, 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 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” lawsuits, to protect GM interests
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team
ADDITIONAL QUALIFICATIONS/RESPONSIBILITIES
Your Skills & Abilities (Required 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.
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
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
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 actual base salary a successful candidate will be offered within this range
will vary based on factors relevant to the position, as well as geography of the
selected candidate.
• The salary range for this role is ($82,500-$126,600). 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:
• 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.