Field Service Engineer Irvine - Costa Mesa CA

Military Spouse Corporate Career Network•Costa Mesa, CA

18h•Remote

About The Position

GM Field Service Engineers (FSEs) provide on-site professional automotive and business support to GM’s retail and wholesale communities. They diagnose and direct repairs on customer vehicles, address escalated technical cases and product problems, and support territory management. The primary objective is to resolve vehicle concerns and reduce the likelihood of repurchases and warranty expense. FSEs also evaluate dealership comeback processes, provide feedback on service readiness, and support Techline products at GM dealerships. The role provides third-level, on-site support for escalated automotive technical issues and dispatched cases, including concerns that may result in a vehicle being out of service or a potential repurchase. The FSE works with dealership personnel and GM teams to resolve customer concerns, review and improve dealership comeback processes, share relevant Preliminary Information bulletins, provide training, and assess dealership service readiness. The role also supports technician recruitment and retention when staffing deficiencies contribute to buybacks, and builds relationships with dealership management, particularly service departments. For wholesale support, the FSE develops relationships with GM national and regional service operations, vehicle and powertrain brand quality teams, and Engineering. The FSE represents GM in the field on automotive technical product information, responds to wholesale personnel requests, submits Field Product Reports, supports Better Business Bureau arbitration hearings and legal cases, and provides warranty waste reduction suggestions. The position is remote and requires recurring visits to dealerships in the Irvine, Costa Mesa, California territory and surrounding area. The selected candidate must live within the territory or relocate to within a 30-mile radius. The salary range is $82,500–$126,600, with incentive pay potential based on company, job-level, and individual performance.

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.
Strong communication and time-management skills to prioritize and deliver critical services.
Self-motivated, proactive approach to meeting and exceeding customer expectations.
Must live in the territory or relocate to within a 30-mile radius of Irvine/Costa Mesa, California.

Nice To Haves

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 position.
Computer hardware setup and internet and wireless communications experience.
Automotive Service Excellence (ASE) certification in A1–A9 plus Master Technician certification; T1–T8 plus Master Technician certification; and L1, L2, and L3, with recertification at required intervals.
Knowledge of LAN/WAN IT infrastructure.

Responsibilities

Provide third-level, on-site support to resolve automotive technical issues escalated through GM Technical Assistance Center and FSE Dispatch Center processes.
Respond promptly to dispatch cases involving vehicle concerns that may lead to a vehicle being out of service or a potential repurchase.
Work with District Manager Parts and Service, Regional Business Resource Managers, and the GM Business Resource Center to help prevent repurchases and reduce warranty expense.
Gather information about high-risk vehicles in the assigned territory and assist dealerships when those vehicles arrive.
Review dealership comeback processes during dealer contacts and help dealerships establish or improve processes that meet GM requirements.
Review Preliminary Information 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, diagnostic tools, and equipment.
Take ownership of dealership concerns, manage problem resolution, and follow cases through to resolution.
Address dealership customer problem-resolution needs by phone or at dealership locations.
Report on dealership service readiness and overall state of health to help prevent buybacks.
Assist with dealership technician recruitment and retention when a lack of qualified technicians contributes to buybacks.
Build and maintain relationships with dealership management teams, with a focus on service departments.
Develop and maintain 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 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.
Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.

Benefits

Medical benefits
Dental benefits
Vision benefits
Health Savings Account
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