Field Service Engineer - Irvine, Costa Mesa CA

General Motors•Work From Home - California, CA

3d•$82,500 - $126,600•Remote

About The Position

General Motors Field Service Engineers (FSEs) provide on-site professional automotive and business support to GM’s retail and wholesale communities. The role includes vehicle diagnostic and repair support, escalated-case handling, product problem resolution, and territory management. The primary objective is to diagnose and direct repairs on customer vehicles, mitigate the progression toward vehicle repurchase, and reduce warranty expense. FSEs also evaluate dealership comeback processes, provide onsite service-readiness feedback, and support Techline products at GM dealerships. This is a remote position, but it requires recurring visits to dealerships in the assigned territory, which covers Irvine, Costa Mesa, California, and surrounding areas. The selected candidate must live within the territory or relocate to the Irvine/Costa Mesa area within a 30-mile radius. Frequent travel of at least 50% is required. The FSE provides third-level onsite support for escalated automotive technical issues, responds to urgent vehicle-down or potential-repurchase cases, supports dealership service readiness and technician recruitment and retention, conducts specialized training, and works with GM retail and wholesale personnel on product quality and customer concerns. The role also represents GM as a primary field resource for automotive technical product information and may support arbitration hearings and legal cases.

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 and 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.
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.
Ability to legally operate a motor vehicle regularly and successfully complete a Motor Vehicle Report review.
Must live in an approved city within the assigned territory or be willing to relocate there.

Nice To Haves

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 position.
Computer hardware setup, internet, and wireless communications experience.
Automotive Service Excellence certification in A1–A9 plus Master Technician certification, with required recertification intervals.
Automotive Service Excellence certification in T1–T8 plus Master Technician certification, with required recertification intervals.
Automotive Service Excellence certifications L1, L2, and L3.
Knowledge of LAN/WAN IT infrastructure.
History of maintaining customer satisfaction across a territory with multiple customer locations.

Responsibilities

Provide third-level onsite support to resolve automotive technical 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 District Managers Parts and Service, Regional Business Resource Managers, and the Business Resource Center to mitigate repurchases and reduce warranty expense.
Identify high-risk potential repurchase vehicles in the assigned territory and assist dealerships when these vehicles arrive.
Review dealership comeback processes, help implement processes where needed, and work with GM regional teams to support required changes.
Review Preliminary Information bulletins with dealership service personnel and notify TAC Escalation Team Agents of authorized field-fix information.
Conduct dealership training on technical information, Techline tools and applications, and diagnostic tools and equipment.
Take ownership of dealership concerns, manage problem resolution, and follow through on dispatched cases to resolution.
Report on dealership service readiness and its state of health to help prevent buybacks.
Support dealership technician recruitment and retention by reviewing Technician Pipeline options with dealership service management when technician shortages contribute to buybacks.
Build and maintain relationships with dealership management, particularly service departments.
Develop relationships with GM national and regional management responsible for service operations, vehicle and powertrain quality, and engineering.
Represent GM in the field as a primary resource and spokesperson for automotive technical product information.
Respond to wholesale personnel requests processed 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.
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 with payouts based on company performance, job level, and individual performance.
Relocation benefits for candidates who qualify under company policy.