Field Service Engineer-27

General Motors•Work From Home - Massachusetts, MA

18d•$69,000 - $107,300•Remote

About The Position

General Motors Field Service Engineers (FSEs) provide on-site automotive, business, and computer technical support to GM’s retail and wholesale communities. They diagnose and direct repairs on customer vehicles, resolve escalated product issues, support territory management, and help reduce vehicle repurchases and warranty expense. The role also evaluates dealership comeback processes, provides feedback on service readiness, and supports Techline products at GM dealerships. This is a remote position based in the territory covering Andover, Massachusetts, and surrounding areas. The employee must live in the territory or be willing to relocate to an approved nearby city, and must be prepared to travel at least 50% frequently. Relocation benefits may be available to eligible candidates. The role requires regular operation of a motor vehicle and a satisfactory Motor Vehicle Report review. Geographic mobility across the United States is required for this role and future field assignments. The FSE provides third-level dealership support for automotive technical and Techline issues, responds to urgent dispatches, works with GM teams and dealerships to address potential repurchases, and helps improve dealership service processes and technician readiness. The role also supports GM wholesale personnel, engineering and quality teams; reports field product issues; and may assist with arbitration hearings and legal cases. The salary range is $69,000–$107,300, with actual pay depending on position-related factors. An incentive pay program may provide payouts based on company, job-level, and individual performance. GM does not provide immigration-related sponsorship for this role.

Requirements

Extensive hands-on automotive dealership service department experience or equivalent vehicle diagnostic and repair experience.
Knowledge and experience with GM Essential Service tools.
State automotive technician certifications as required by state or local law; if relocating, obtain certification in the new state within one month.
Valid driver’s license and clean driving record; ability to legally operate a motor vehicle regularly and successfully complete a Motor Vehicle Report review.
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 build and maintain customer relationships with dealership management, particularly service departments.
Ability to work with minimal direction and self-train to maintain and increase skills.
Ability to create and deliver specialized training.
Excellent communication and time-management skills, including prioritizing and delivering critical services; self-motivation and a proactive approach to customer expectations.
Willingness to live in or relocate to an approved city in the assigned territory and travel at least 50% frequently.
100% U.S. geographic mobility for this role and future field moves.

Nice To Haves

At least 10 years of hands-on automotive dealership service department or equivalent vehicle diagnostic and repair experience.
Familiarity with the GM Comeback Process for GM dealers.
Familiarity with GM Customer Assistance Operations.
Vocational, technical, associate, or bachelor’s degree.
Proficiency with data-bus diagnostic tools, such as TIS/GDS, NeoVi/V-Spy Intrepid Tools, Buffalo Tool, or INCA Tool.
Proficiency with Pico Scope.
At least 10 years of customer handling, support, sales, administrative, computer, or other business skills applicable to the FSE role.
Computer hardware setup, internet, and wireless communications experience.
ASE certifications and required recertification: A1–A9 plus Master Technician; B2–B5 plus Master Technician; T1–T8 plus Master Technician; and L1, L2, and L3.
Knowledge of GM Global Connect Service Applications.
Knowledge of the GM Service Training College training website and applications.
Extensive knowledge of GM vehicle control systems, including controller area networks and GM LAN.
Completion of all GM Service Training requirements, including achieving GM Master Technician in one or more GM STC training paths.
GM World Class Technician credentials.
Knowledge of LAN/WAN IT infrastructure.
A history of maintaining customer satisfaction across a territory with multiple customer locations.

Responsibilities

Provide third-level, on-site support for automotive technical and Techline issues escalated through the GM Technical Assistance Center and FSE Dispatch Center.
Respond promptly to dispatch cases involving vehicle-down concerns or potential repurchases.
Work with GM District Managers-Aftersales, the Regional CAM, and BRSM to review vehicles at risk of repurchase and identify ways to avoid buy-backs.
Coordinate with the GM Business Resource Center to address customer repurchase requests in the assigned area.
Use GM predictive analytics to identify high-repurchase-potential vehicles and assist dealerships promptly.
Review dealership comeback processes and help dealerships establish or improve processes that meet GM requirements.
Review Preliminary Information bulletins with dealership service personnel and communicate authorized field-fix information to TAC Escalation Team Agents.
Provide ad hoc dealership training on Techline tools, applications, diagnostic tools, and equipment.
Take ownership of dealership concerns and resolve them using available resources, including troubleshooting service department IT hardware and Techline tools.
Address customer problem-resolution needs for dispatched cases by phone or at dealership locations.
Report on dealership service readiness and technician-pipeline options to help prevent buy-backs.
Build and maintain relationships with GM national and regional service operations, quality, and engineering personnel, representing GM as a field resource for automotive technical and Techline information.
Respond to requests from GM wholesale personnel processed through the TAC and FSE Dispatch Center escalation process.
Submit 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.
Provide warranty-waste-reduction suggestions to FSE Leadership and the BQM Team.

Benefits

Medical, dental, and vision benefits.
Health Savings Account and Flexible Spending Accounts.
Retirement savings plan.
Sickness and accident benefits.
Life insurance.
Paid vacation and holidays.
Tuition assistance programs.
Employee assistance program.
GM vehicle discounts.
Incentive pay program based on company performance, job level, and individual performance.
Relocation benefits for candidates who qualify under company policy.