Field Service Engineer - Albany, NY

General Motors•New York, NY

1d•$69,900 - $107,300•Remote

About The Position

GM Field Service Engineers (FSEs) provide on-site professional automotive and business support to GM’s retail and wholesale communities. The role covers Albany, NY and the surrounding area; the employee must live within the territory or relocate to Albany within a 50-mile radius. The position is remote in that it does not require full-time on-site work, but it requires recurring visits to dealerships. FSEs provide vehicle diagnostic and repair support, handle escalated cases, resolve product problems, and support territory management. The primary objective is to diagnose and direct repairs on customer vehicles, prevent cases from progressing to repurchase qualification, and reduce warranty expense. FSEs also evaluate dealership comeback processes, assess service readiness, and support Techline products at GM dealerships. The role includes retail support for dealerships and customers, collaboration with GM regional and technical teams, and wholesale support to GM management, quality, and engineering groups. FSEs represent GM in the field on automotive technical product information and provide product-quality feedback and support for arbitration and legal matters.

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 provide specialized training.
Excellent communication and time-management skills to prioritize and deliver critical services.
Self-motivated and proactive in meeting and exceeding customer expectations.
Must live in the Albany-area territory or relocate within a 50-mile radius.

Nice To Haves

History of maintaining customer satisfaction across a territory with multiple customer locations.
Proficiency with Pico Scope.
Experience in customer handling, support, sales, administration, computer work, or other business skills applicable to the FSE role.
Experience with computer hardware setup, internet, and wireless communications.
ASE certifications and required recertifications: 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, on-site support for automotive technical issues escalated through the GM Technical Assistance Center and FSE Dispatch Center.
Respond promptly to dispatch cases involving vehicle-down or potential repurchase situations.
Work with District Manager Parts and Service and Regional Business Resource Managers to prevent repurchases and reduce warranty expense.
Coordinate with the GM Business Resource Center on customer repurchase requests in the assigned territory.
Identify high-risk vehicles in the territory and help dealerships address them quickly.
Review dealership comeback processes, help establish compliant processes where needed, and work with regional teams to encourage implementation.
Review Preliminary Information bulletins with dealership service personnel and relay authorized field-fix information to TAC Escalation Team Agents.
Conduct ad hoc dealership training, including instruction on Techline tools, applications, diagnostic tools, and equipment.
Take ownership of dealership concerns, resolve issues contributing to buybacks or Techline tool problems, and follow through to resolution.
Address dispatched dealership customer-problem-resolution needs by phone or on site.
Report on dealership service readiness and assist dealership management with technician recruitment and retention options when technician shortages contribute to buybacks.
Build and maintain relationships with dealership management, especially 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 primary resource and spokesperson for automotive technical product information.
Respond to requests from GM wholesale personnel 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, to protect GM interests.
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, job-level, and individual performance.