General Motors

Field Service Engineer

General Motors

full-time

Posted on:

Location Type: Remote

Location: Remote • Missouri • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Provide third level, on-site support to resolve automotive technical and Techline issues as escalated
  • Respond quickly 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-Parts & Service (DM-PS)
  • Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information
  • Conduct ad-hoc in-Dealership product training sessions
  • Take ownership of Dealer concerns and use effective problem resolution skills
  • Troubleshoot GM approved, Dealership owned, Service department IT hardware and Techline tool problems
  • For officially 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
  • Assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service Management
  • Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality
  • Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering

Requirements

  • 100% USA Geographic mobility
  • Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience
  • State Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month)
  • Knowledge and experience with GM Essential Service tools
  • 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 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
  • Relocation benefits may be provided

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
automotive technical supportvehicle diagnosticsrepair experienceproblem resolutiondispatch case managementtraining developmentservice department IT troubleshootingcustomer problem resolutionfield product reportingGM Essential Service tools
Soft skills
effective problem resolutionrelationship buildingself-trainingcustomer satisfactioncommunication skillstime managementself-motivationproactive approachownership of concernsability to work with minimal direction
Certifications
State Automotive Technician Certificationsvalid driver’s license