Field Service Engineer Job at General Motors (Miami)

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 Miami, FL and the surrounding area. The selected candidate must currently live within the territory or be willing to relocate to the Miami, FL area. Relocation assistance may be provided. 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.

Job Responsibility

Provide third level, on-site support to resolve automotive technical and Techline issues
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, the Regional CAM and BRSM
Work closely with the GM Business Resource Center to respond to customers asking for a repurchase
Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles
Review dealer comeback process on every dealer contact
Help implement a comeback process for each dealer
Review current Preliminary Information bulletins with Dealer service personnel
Drive PI bulletin process
Conduct ad-hoc in-dealership training sessions
Take ownership of Dealer concerns and use effective problem resolution skills
Trouble-shoot Service department IT hardware and Techline tool problems
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
Assist in Dealer Technician recruitment and retention
Develop and maintain strong relationships with GM National and Regional Management
Represent GM as the primary resource and spokesperson in the field
Attend to requests from GM wholesale personnel
Provide feedback in the form of Field Product Reports
Provide support for BBB arbitration hearings and legal cases
Provide warranty waste reduction suggestions

Requirements

100% USA Geographic mobility
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
Possession of a valid driver’s license and a clean driving record
Proficient user of MS Office applications: Word, PowerPoint, Excel, Outlook
Ability to manage, resolve, document, and close dispatch cases
Ability to build and maintain customer relationships with Dealership management teams
Ability to work with minimal direction and be responsible for self-training
A history of maintaining customer satisfaction
Ability to create and provide specialized training
Excellent communication skills and time management

Nice to have

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
Proficient user of Pico Scope
10 plus years customer handling, support, sales, administrative, computer or other business skills
Computer hardware set-up, internet and wireless communications experience
Certified in ASE Tests A1-A9 plus Master Technician
Certified in ASE Tests B2-B5 plus Master Technician
Certified in ASE Tests T1-T8 plus Master Technician
Certified in L1, L2 and L3
Knowledge of GM Global Connect Service Applications
Knowledge of GM Service Training College training web site
Extensive knowledge of GM vehicle control systems
100% completion of GM Service Training requirements
GM World Class Technician credentials
Knowledge of LAN/WAN IT infrastructure

What we offer

Incentive pay program
Medical, dental, vision insurance
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
Relocation assistance may be provided

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Field Service Engineer

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