Provide third level, on-site support to resolve automotive technical and Techline issues
Respond immediately to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations
Maintain a close working relationship with GM District Managers-Aftersales (DM-A)
Work closely with the GM Business Resource Center (BRC) to respond to customers in your area
Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area
Review dealer comeback process on every dealer contact
Help implement a comeback process for each dealer that does not have a robust process in place
Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel
Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information
Conduct ad-hoc in-Dealership training sessions
Take ownership of Dealer concerns and use effective problem resolution skills
For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location

100% USA Geographic mobility is a requirement
Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience
Knowledge and experience with GM Essential Service tools
State Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month)
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 build and maintain customer relationships with Dealership management teams
Ability to work with minimal direction and be responsible for self-training to maintain and increase skills
A history of maintaining customer satisfaction in a territory with multiple customer locations is desired
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

Field Service Engineer

Key skills