Field Service Engineer-27

Job 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 Andover, MA and the surrounding area. The selected candidate must currently live within the territory or be willing to relocate to the Andover, MA area. Relocation benefits are available for candidates who qualify under company policy.

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

What You'll Do (Responsibilities)

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 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 (DMPS), 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 Northeast 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 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 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

Your 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 ($69,000 - $107,300). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.

Bonus