Work Arrangement:
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USA Field Assignment, working out of their home office located in Irvine, Costa Mesa California to cover assigned cases at GM dealers in California.
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This job may be eligible for relocation benefits.
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
Retail Support
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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
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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.
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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
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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.
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Review dealer comeback process on every dealer contact to determine it meets GM’s requirements
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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.
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Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel
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Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information
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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.
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Take ownership of Dealer concerns and use effective problem resolution skills
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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
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For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location.
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Report on Dealership’s “State of Health” relative to overall service readiness to prevent buybacks.
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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
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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.
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Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering
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Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect GM interests
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Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team
