Field Service Engineer

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• GM Field Service Engineers (FSEs) deliver on-site professional support in automotive, business, and computer technology to GM’s retail and wholesale networks.

• Retail Support involves providing third-level, on-site assistance to resolve automotive technical and Techline issues as escalated through established processes at the GM Technical Assistance Center and the FSE Dispatch Center.

• Respond promptly to dispatch cases regarding vehicle issues that could result in “vehicle down” scenarios or potential “repurchase” situations.

• Maintain a collaborative relationship with GM District Managers-Aftersales (DMPS), the Regional CAM, and BRSM to assess vehicles at risk of repurchase and explore innovative solutions to prevent buy-backs.

• Collaborate closely with the GM Business Resource Center (BRC) to assist customers in your region who have reached out to Customer Assistance regarding vehicle repurchase requests.

• Leverage GM’s predictive analytics tool to receive alerts on vehicles with high repurchase potential in your designated area and provide swift assistance to dealers when these high-risk vehicles are present.

• Evaluate the dealer comeback process for each dealer interaction to ensure compliance with GM’s standards.

⛳️ Requirements

• Full geographic mobility across the USA is required for this position and any future field assignments.

• Extensive hands-on experience in an Automotive Dealership Service Department or similar vehicle diagnostic and repair roles.

• Familiarity and proficiency with GM Essential Service tools.

• State Automotive Technician Certifications as mandated by state/local regulations (if relocated, certification in the new state must be achieved within one month).

• A valid driver’s license and a clean driving record are essential.

• Competent user of MS Office applications: Word, PowerPoint, Excel, Outlook (or a comparable email/calendar application).

• Capacity to manage, resolve, document, and close dispatch cases within the specified time-frame.

• Ability to cultivate and sustain customer relationships with dealership management teams, focusing on the Dealership Service department.

• Ability to work independently and take responsibility for self-directed training to enhance skills.

• A proven track record of maintaining customer satisfaction across multiple customer locations is preferred.

• Capability to design and deliver specialized training programs.

• Strong communication skills and effective time management to prioritize and deliver essential services successfully.

• Self-motivated with a proactive mindset toward fulfilling and exceeding customer expectations.

🏝️ Benefits

• GM provides a wide range of health and wellbeing benefit programs.

• Benefit options encompass medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plans, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance programs, GM vehicle discounts, and more.