描述
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 Irvine, Costa Mesa, CA and surrounding area. The selected candidate must live in territory or relocate to Irvine, Costa Mesa (30 mile radius).
The Role
GM Field Service Engineers (FSEs) provide on-site professional automotive, business 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 mitigate the progression to qualify for repurchase and reduce warranty expense. FSEs will also evaluate Dealership internal comeback processes, provide Dealership onsite service readiness feedback and support Techline products at GM Dealerships.
Retail Support
- Provide third level, on-site support to resolve automotive technical 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 District Manager Parts and Service (DMPS) the Regional Business Resource Managers (BRM) to mitigate the progression to qualify for repurchase and reduce warranty expense
- 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 all resources to gather information of high risk 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 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, 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
- Build and Maintain customer relationships with Dealership management teams with focus on the Dealership Service department
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 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)
- 2-5 years of extensive hands-on Automotive Dealership Service Department, vehicle diagnostic or repair experience
- 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 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
- 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 LAN/WAN IT infrastructure
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 ($82,500-$126,600). 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.
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.)
此职位为远程办公；但是，入选候选人必须居住在指定区域内的指定城市，或愿意搬迁至该城市。候选人需在录用通知中规定的期限内搬迁至指定城市或已在该城市居住。
Renseignements sur la diversité
General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés. Pour en savoir plus, consultez notre processus de recrutement.
Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)
General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi. Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant.
Aménagements (É.-U. et Canada)
General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse [email protected] ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.