General Motors

Field Service Engineer

General Motors • $69K — $107K *
US-AnywhereRemote in Nevada, US
Manufacturing & Automotive
5 - 7 years of experience
4 days ago
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Job Overview by Ladders

Qualifications

  • 5-7 years of hands-on experience in Automotive Dealership Service departments
  • Knowledge of GM Essential Service tools
  • State Automotive Technician Certifications as required
  • Valid driver’s license with a clean driving record
  • Proficient in MS Office applications and Techline tools
  • Strong problem-solving and customer relationship skills

Responsibilities

  • Provide on-site support to resolve automotive technical issues
  • Develop relationships with GM District Managers and Regional Managers
  • Utilize predictive analytics tools for high-risk vehicles
  • Implement robust comeback processes for dealers
  • Conduct training sessions in dealerships on diagnostic tools
  • Address Dispatch cases relating to customer problems

Benefits

  • Comprehensive health and wellbeing programs including medical, dental, and vision
  • Retirement savings plan with employer contributions
  • Tuition assistance programs for continued education
  • Employee discounts on GM vehicles
  • Paid vacation and holidays
  • Life insurance and accident benefits
Full Job Description
Job Description

The territory covers Las Vegas, NV. The selected candidate must live in territory or relocate to Las Vegas, NV (50 mile radius)

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 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 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 (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 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" law suits, 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
    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 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 $69,900 - $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 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.

#LI-JT2
GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc).This role is categorized as remote; however, the selected candidate must live in an approved city within the assigned territory or be willing to relocate. The candidate will be required to relocate, or already reside in the approved city no later than the timeline provided at offer.The selected candidate will be required to travel at least 50% or more on a frequent basis.This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

About General Motors

General Motors Company engages in the manufacture and sale of cars and trucks in the United States, China, Brazil, Germany, the United Kingdom, Canada, and Italy. It offers sedans, crossovers, sport utility vehicles, pick-up trucks, coupes, sports/convertibles and hybrid vehicles, hatchbacks/wagons, and vans, as well as mini cars in India. The company also provides parts and accessories, such as iPod and MP3 compatibility, mobility accessories, performance parts, AC parts and services, and merchandise. In addition, it offers vehicle safety, security, and information services. The company provides used vehicles. It offers its products through dealers and distributors. General Motors Company was formerly known as NGMCO, Inc. and changed its name to General Motors Company in July 2009. The company was incorporated in 2009 and is based in Detroit, Michigan. It operates manufacturing facilities in India, the United States, and Canada. General Motors Company operates as a subsidiary of the United States Department of The Treasury. General Motors led global vehicle sales for 77 consecutive years from 1931 through 2007, longer than any other automaker, and is currently among the world's largest automakers by vehicle unit sales. General Motors acts in most countries outside the USA via wholly-owned subsidiaries but operates in China through 10 joint ventures. GM's OnStar subsidiary provides vehicle safety, security, and information services. In 2009, General Motors shed several brands, closing Saturn, Pontiac, and Hummer, and emerged from a government-backed Chapter 11 reorganization. In 2010, GM made an initial public offering IPOs to date and returned to profitability later that year.

General Motors Careers

Join the dynamic team at General Motors, a global leader in automotive innovation and technology. At General Motors, we offer unparalleled job opportunities that propel your career forward while contributing to a legacy of engineering excellence.

Work You’ll Do

Embark on a career with General Motors to drive the future of mobility. Our team is dedicated to redefining the automotive landscape through innovation and leadership in electric vehicles and sustainable solutions. By joining us, you will be part of a culture that values diversity, teamwork, and continuous professional growth.

Transform Your Career

General Motors is not just a company; it's a community where you can grow your skills alongside the best in the industry. Our leadership is committed to providing every employee—from interns to senior professionals—with opportunities for career advancement, leadership development, and diversity training.

Innovate and Lead

At General Motors, innovation is at the core of everything we do. From research and development to manufacturing, our teams work collaboratively to lead the industry with cutting-edge technologies and sustainable practices. We encourage our employees to think big and push the boundaries of what’s possible.

Join Our Global Team

As part of our global workforce, you will collaborate with talented individuals who are passionate about shaping the future of transportation. General Motors offers a variety of career paths in engineering, design, IT, marketing, and more. With over 155,000 employees worldwide, our network provides expansive opportunities for networking and professional development.

Internship Programs and Employment Benefits

Start your career journey with a General Motors internship, where you can apply your academic knowledge to real-world projects. Our internships provide a robust foundation in the automotive industry, with mentorship from experienced leaders. Full-time employees enjoy a wealth of benefits, including comprehensive health care, retirement plans, and performance bonuses, ensuring that your hard work is rewarded.

Explore Job Opportunities

Whether you’re a seasoned professional or a recent graduate, General Motors offers positions that leverage your unique skills. Our hiring process is designed to identify and nurture talent, focusing on aligning your capabilities with the right opportunities for growth within the company.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At General Motors, we look for innovative, driven, and solution-oriented team players. Explore the possibilities that await you in a career at General Motors.

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Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities available at General Motors. Embark on a journey of growth, innovation, and leadership at General Motors. Shape your future in an environment that fosters diversity, learning, and the pursuit of excellence. Join us and redefine the roads of tomorrow.
Learn more about General Motors
Size
157,000 employees
Market Cap
$46.9 billion
Industry
Manufacturing & Automotive
Net Income
$6.4 billion
Founded
1908
5 Year Trend
-3.2%
Revenue
$122.4 billion
NASDAQ
GM
* Ladders Estimates

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