Field Service Engineer
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Job Description
Field Service Engineer providing automotive technical and computer support to GM’s customers. Diagnose and manage repairs while maintaining relationships with dealership management teams.
Responsibilities:
- GM Field Service Engineers (FSEs) provide on-site professional automotive, business and computer technical support to GM’s retail and wholesale communities.
- 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.
Requirements:
- 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.
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.
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