Field Service Engineer

GM•Dallas, TX

6h•Remote

About The Position

GM Field Service Engineers (FSEs) provide on-site automotive technical and business support to GM’s retail and wholesale communities. The role covers recurring dealership visits throughout the Dallas/Fort Worth, Texas, territory and surrounding area. The position is remote in that it does not require full-time on-site work; the employee works off-site permanently while visiting dealerships as needed. The selected candidate must live in the territory or relocate to Arlington, Texas, within a 25-mile radius. The FSE diagnoses vehicle concerns and directs repairs, provides an escalation path for technical cases, resolves product problems, and supports territory management. A primary objective is to resolve customer-vehicle issues and prevent cases from progressing toward repurchase, while reducing warranty expense. The role also assesses dealership comeback processes and service readiness, and supports Techline products at dealerships. The FSE works with dealership teams, GM regional and national personnel, the Technical Assistance Center, the FSE Dispatch Center, the Business Resource Center, and GM Engineering. The position may include dealership training, technician recruitment and retention support, field product reporting, warranty waste reduction recommendations, and support for arbitration hearings and legal cases.

Requirements

At least 3 years of extensive hands-on automotive service department, vehicle diagnostic, or vehicle repair experience.
Valid driver’s license and clean driving record.
Proficiency with MS Office applications, including Word, PowerPoint, Excel, and Outlook, or equivalent email/calendar applications.
Ability to manage, resolve, document, and close dispatch cases within required timeframes.
Ability to work with minimal direction and self-train to maintain and increase skills.
Ability to create and provide specialized training.
Strong communication and time-management skills to prioritize and deliver critical services.
Self-motivation and a proactive approach to meeting and exceeding customer expectations.
Ability to travel up to 75%.
Must live in the assigned territory or relocate to Arlington, Texas, within a 25-mile radius.

Nice To Haves

A history of maintaining customer satisfaction across a territory with multiple customer locations.
Proficiency with Pico Scope.
Experience with computer hardware setup, internet, and wireless communications.
Automotive Service Excellence (ASE) certifications A1–A9 and Master Technician certification, with required recertification.
ASE certifications T1–T8 and Master Technician certification, with required recertification.
ASE certifications L1, L2, and L3, with required recertification.
Knowledge of LAN/WAN IT infrastructure.

Responsibilities

Provide third-level, on-site support for automotive technical issues escalated through the GM Technical Assistance Center and FSE Dispatch Center.
Respond immediately to dispatch cases involving vehicle concerns that may result in a vehicle being down or a potential repurchase.
Work with District Manager Parts and Service and Regional Business Resource Managers to reduce repurchase risk and warranty expense.
Coordinate with the GM Business Resource Center to respond to customers in the territory who have requested vehicle repurchase assistance.
Gather information on high-risk potential repurchase vehicles and assist dealerships promptly when those vehicles arrive.
Review dealership comeback processes during dealer contacts and help implement or improve processes that meet GM requirements.
Work with the GM Regional team to help dealerships implement needed process changes.
Review Preliminary Information bulletins with dealership service personnel and notify TAC Escalation Team Agents of authorized field-fix information.
Conduct ad-hoc dealership training on technical information, Techline tools and applications, and diagnostic tools and equipment.
Take ownership of dealership concerns, including buyback-related issues and Techline tool problems, and follow them through to resolution.
Resolve dispatched dealership customer concerns by phone or at the dealership.
Report on dealership service readiness and overall state of health to help prevent buybacks.
Assist dealerships with technician recruitment and retention by reviewing Technician Pipeline options with Dealer Service Management when staffing shortages contribute to buybacks.
Build and maintain relationships with dealership management, particularly service departments.
Maintain relationships with GM national and regional Service Operations, Vehicle/Powertrain Brand Quality, and Engineering teams, with a focus on product quality and minimizing repurchases.
Represent GM in the field as a primary resource and spokesperson for automotive technical product information.
Respond to requests from GM wholesale personnel through the TAC and FSE Dispatch Center escalation process.
Provide Field Product Reports to Vehicle/Powertrain Brand Quality Managers and GM Engineering.
Support Better Business Bureau arbitration hearings and legal cases, including lemon law lawsuits, to protect GM interests.
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.