Field Service Engineer Irvine Costa Mesa CA

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans Transitioning Military National Guard and Reserve Members Military Spouses Wounded Warriors and their Caregivers. If you have the required skill set education requirements and experience please click the submit button and follow the next steps.
Unless specifically stated otherwise this role is On-Site at the location detailed in the job post.

Description
Remote: This position does not require employee to be on-site full-time to perform most effectively. The employees 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 GMs 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 GMs 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 dealers 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 Dealerships 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