Field Service Engineer Irvine - Costa Mesa CA

VetJobs•Costa Mesa, CA

1d•$82,500 - $126,600•Remote

About The Position

General Motors Field Service Engineers (FSEs) provide on-site professional automotive and business support to GM retail and wholesale communities. The role covers the Irvine, Costa Mesa, California territory and surrounding area. Although the position does not require full-time onsite work and enables permanent off-site work, it requires recurring dealership visits. The selected candidate must live within the territory or relocate to within a 30-mile radius of Irvine or Costa Mesa. The primary objective is to diagnose and direct repairs on customer vehicles, help prevent vehicles from progressing to repurchase qualification, and reduce warranty expense. FSEs also support escalated cases and product problem resolution, assess dealership comeback processes and service readiness, and support Techline products at GM dealerships. In retail support, the FSE provides third-level onsite assistance for automotive technical issues escalated through GM’s Technical Assistance Center and FSE Dispatch Center. The role responds to urgent vehicle-down and potential-repurchase cases; coordinates with GM district, regional, and customer-assistance teams; helps dealers address high-risk vehicles and improve comeback processes; reviews preliminary information bulletins; and provides dealership training on technical information, Techline tools, and diagnostic equipment. The FSE manages dispatched cases, follows dealer concerns through resolution, reports on dealership service readiness, supports technician recruitment and retention efforts where staffing deficiencies contribute to buybacks, and builds relationships with dealership management, especially service departments. In wholesale support, the FSE develops relationships with GM national and regional service operations, vehicle and powertrain quality, and engineering personnel. The FSE represents GM in the field on automotive technical product information; responds to wholesale requests escalated through established processes; submits Field Product Reports to quality managers and engineering; supports Better Business Bureau arbitration hearings and legal cases, including lemon-law lawsuits; and recommends warranty-waste reductions to FSE leadership and the BQM team.

Requirements

2–5 years of extensive hands-on automotive dealership service department, vehicle diagnostic, or 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 improve skills.
Ability to create and deliver specialized training.
Excellent communication and time-management skills, including the ability to prioritize and deliver critical services.
Self-motivated, proactive approach to meeting and exceeding customer expectations.

Nice To Haves

A history of maintaining customer satisfaction across a territory with multiple customer locations.
10 or more years of hands-on automotive dealership service department or equivalent vehicle diagnostic and repair experience.
Proficiency with Pico Scope.
10 or more years of customer handling, support, sales, administrative, computer, or other business skills applicable to the FSE role.
Experience setting up computer hardware and with internet and wireless communications.
Automotive Service Excellence (ASE) certifications and recertification at required intervals: A1–A9 plus Master Technician certification; T1–T8 plus Master Technician certification; and L1, L2, and L3.
Knowledge of LAN/WAN IT infrastructure.

Responsibilities

Provide third-level onsite support for escalated automotive technical issues at GM dealerships.
Respond promptly to dispatched cases involving vehicle-down concerns or potential repurchases.
Diagnose vehicles and direct repairs to help prevent repurchases and reduce warranty expense.
Coordinate with GM district, regional, and customer-assistance teams on at-risk vehicles and customer concerns.
Identify high-risk repurchase-potential vehicles in the assigned area and assist dealerships when those vehicles arrive.
Review dealership comeback processes and help implement improvements where needed.
Review current Preliminary Information (PI) bulletins with dealership service personnel and notify TAC Escalation Team Agents of authorized field-fix information.
Conduct ad hoc dealership training, including instruction on Techline tools, applications, and diagnostic tools and equipment.
Take ownership of dealer concerns, dispatched cases, Techline tool problems, and other issues contributing to buybacks; follow them through resolution.
Report on dealership service readiness and state of health to help prevent buybacks.
Assist dealer service management with technician recruitment and retention options when a lack of qualified technicians contributes to buybacks.
Build and maintain relationships with dealership management, particularly service departments.
Develop and maintain relationships with GM national and regional service operations, vehicle and powertrain quality, and engineering personnel.
Represent GM in the field as a 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.
Recommend warranty-waste reductions 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 with payouts based on company performance, job level, and individual performance.