Field Service Engineer - Albany, NY

Overview

Field Service Engineer providing on-site automotive technical and business support to GM retail and wholesale communities, covering dealership visits in the Albany, NY territory.

What you'll do

• Provide third level, on-site support to resolve automotive technical issues escalated through the GM Technical Assistance Center and FSE Dispatch Center.
• Respond immediately to dispatch cases for vehicle concerns that may lead to "vehicle down" or potential "repurchase" situations.
• Maintain a close working relationship with District Manager Parts and Service and Regional Business Resource Managers to mitigate repurchase progression and reduce warranty expense.
• Work closely with the GM Business Resource Center to respond to customers in your area who have asked for a repurchase of their vehicle.
• Utilize all resources to gather information on high risk repurchase potential vehicles in your assigned area and assist dealers quickly when one shows up.
• Review dealer comeback process on every dealer contact to determine whether it meets GM's requirements, and help implement a comeback process for dealers without a robust one.
• Work with the GM Regional team to persuade dealers to implement changes when needed.
• Review current Preliminary Information bulletins for known vehicle concerns with dealer service personnel, and drive the PI bulletin process by notifying TAC Escalation Team Agents of authorized "field fix" information.
• Conduct ad-hoc in-dealership training sessions, including Techline tools and applications and other diagnostic tools and equipment, when dealer deficiencies are causing buybacks.
• Take ownership of dealer concerns and Techline tool problems and follow through to resolution using all available resources.
• Address dispatched GM dealership customer problem resolution needs via phone or at the dealership location.
• Report on each dealership's "State of Health" relative to overall service readiness to prevent buybacks.
• When lack of qualified technicians causes buybacks, assist in dealer technician recruitment and retention by reviewing "Technician Pipeline" options with dealer service management.
• Build and maintain customer relationships with dealership management teams, focusing on the dealership service department.
• Develop and maintain strong relationships with GM National and Regional Management for Service Operations and Vehicle/Powertrain Brand Quality, including the GM Engineering community, with a focus on product quality improvements and minimizing repurchases.
• Represent GM as the primary resource and spokesperson in the field for automotive technical product information.
• Attend to requests from GM wholesale personnel as processed through the TAC and FSE Dispatch Center escalation process.
• Provide feedback in the form of Field Product Reports to Vehicle/Powertrain Brand Quality Managers and GM Engineering.
• Provide support for Better Business Bureau arbitration hearings and legal cases, such as "lemon law" lawsuits, to protect GM interests.
• Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team.

What you'll need

• 2-5 years of extensive hands-on automotive dealership service department, vehicle diagnostic or repair experience.
• Possession of a valid driver's license and a clean driving record.
• Proficient user of MS Office applications: Word, PowerPoint, Excel, Outlook (or equivalent e-mail/calendar app).
• Ability to manage, resolve, document, and close dispatch cases in the required time-frame.
• Ability to work with minimal direction and be responsible for self-training to maintain and increase skills.
• Ability to create and provide specialized training.
• Excellent communication skills and time management to successfully prioritize and deliver critical services.
• Self-motivated with a proactive approach to meeting and exceeding customer expectations.

Nice to have

• A history of maintaining customer satisfaction in a territory with multiple customer locations.
• Proficient user of Pico Scope.
• Experience with customer handling, support, sales, administrative, computer or other business skills applicable to the FSE position.
• Computer hardware set-up, internet and wireless communications experience.
• Certified in ASE Tests A1-A9 plus Master Technician certification T1-T8, plus Master Technician certification L1, L2 and L3, with re-certification at required intervals.
• Knowledge of LAN/WAN IT infrastructure.

Details

• Remote position that does not require full-time on-site work; requires recurring territory visits to dealerships.
• Territory covers Albany, NY and surrounding area.
• Selected candidate must live in territory or relocate to Albany, NY (50 mile radius).
• Bonus potential under an incentive pay program based on company performance, job level, and individual performance.