Field Service Engineer (Level 7)

Description

What you will do

Subject matter authority for Global Warranty Management (GWM), Service Policies and procedures and Warranty administration.

- Supports integration of Warranty administration functions.

- Provides Warranty support for all of the zone team members.

- Develops and implements necessary dealer training.

- Coaches dealers, Managers of Aftersales and District Managers of Aftersales in the area of Warranty administration.

- Holds themselves and others accountable for demonstrating GMs values and cultural behaviors.

- Performs other related duties as assigned.

Additional Description

Retail Support

The different responsibilities for a FSE includes the following:

Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the GM Technical Assistance Center and/or the MEC critical escalation process. Respond promptly to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations.

Maintain a close working relationship with GM Quality Engineers and Customer Experience (CX) staff to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.

Work closely with the GM Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicles.

Utilize GM's analytic tools and supporting data to address high repurchase potential vehicles in your assigned area and assist dealers quickly when one of these high-risk vehicles shows up at a dealer in your area.

Review dealer comeback process on every dealer contact to determine if it meets GM's requirements.

Help implement a comeback prevention process for each dealer that does not have a robust process in place. Work with the Managerial team when help is needed to persuade dealers to implement changes.

Review current Preliminary Information (PI) and Service bulletins for known vehicle concerns with Dealer service personnel.

Drive new PI's and bulletins by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information.

Conduct ad-hoc in-Dealership training sessions, which can include technical information, diagnostic techniques, the use of Techline tools and applications, as well as other diagnostic tools and equipment when the dealer's deficiencies in these areas are causing ineffective repairs, comebacks and buybacks.

Take ownership of Dealer concerns and use effective problem resolution skills.

Report on Dealership's “State of Health” relative to overall service readiness

Review the Dealership's Technician Training with Dealer Service Management

Wholesale Support (Fleet)

Similar to the Retail FSE, but also needs to develop and maintain strong relationships with GM National Sales Team (Fleet Organization), responsible for Service Operations, including the GM Engineering community with a focus on product quality improvements and minimizing potential repurchases. Represent GM as the primary resource and spokesperson in the field for automotive technical and Techline product information.

Attend to requests from GM Fleet personnel including CCA Service management, as processed through the TAC and MEC critical escalation process.

Provide feedback in the form of Field Product Reports (FPRs) to GM Fleet, GM Engineering, or GM Legal as required.

Provide support for PROFECO arbitration hearings and legal cases, such as “lemon law” lawsuits, to protect GM interests.

Provide warranty waste reduction suggestions to FSE Leadership and the Quality Team.

Required Qualifications:

Bachelor degree in Engineering or similar

Advanced English Level

+3 years experienced in similar positions

Just for you to know:

Diversity and inclusion are our strengths. We respect and value what each individual contribution to our team, including their origin, education, sex, race, ethnic group, sexual orientation, gender expression and / or identity, religious context, age, generation, and disability. We believe that our ability to meet the needs and expectations of an increasingly diverse and global customer base is closely linked to the diversity and inclusion that we experience within General Motors.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

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Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.