Job DescriptionRemote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.The territory covers Tampa, FL and surrounding area. The selected candidate must live in territory or relocate to Tampa, FL (50 mile radius). The RoleGM Field Service Engineers (FSEs) provide on-site professional automotive, business support to GM’s retail and wholesale communities. FSEs have broad responsibilities including vehicle diagnostic and repair support, providing an avenue for escalated cases, product problem resolution and territory management support for GM. The primary FSE objective is to diagnose and direct repairs on Florida customer vehicles and to mitigate the progression to qualify for repurchase and reduce warranty expense. FSEs will also evaluate Dealership internal comeback processes, provide Dealership onsite service readiness feedback and support Techline products at GM Dealerships.What You'll Do (Responsibilities)Retail SupportProvide 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 the FSE Dispatch Center. Respond immediately to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situationsMaintain a close working relationship with GM District Managers-Parts and Service (DMPS) and the Regional CAM and BRSM 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 vehicleUtilize GM’s predictive analytics tool to get notifications of 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 it meets GM’s requirementsHelp implement a comeback process for each dealer that does not have a robust process in place. Work with the GM Southeast Regional team when help is needed to persuade dealers to implement changes.Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnelDrive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” informationConduct ad-hoc in-Dealership training sessions, which can include technical information on 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 buybacks.Take ownership of Dealer concerns and use effective problem resolution skillsFor those that are contributing to buybacks, trouble-shoot Service department IT hardware and Techline tool problems, using all available resources and follow through to resolutionFor dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location.Report on Dealership’s “State of Health” relative to overall service readiness to prevent buybacks.When lack of qualified Technicians is the cause of buybacks, assist in Dealer Technician recruitment and retention by reviewing “Technician Pipeline” options to Dealer Service ManagementWholesale SupportDevelop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, 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 informationAttend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC and FSE Dispatch Center escalation process.Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM EngineeringProvide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” lawsuits, to protect GM interestsProvide warranty waste reduction suggestions to FSE Leadership and the BQM TeamYour Skills & Abilities (Required Qualifications) 100% USA Geographic mobility is a requirement for this and all future moves in the field.Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.Knowledge and experience with GM Essential Service toolsState Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month).Possession of a valid driver’s license and a clean driving recordProficient 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 with focus on the Dealership Service department Ability to work with minimal direction and be responsible for self-training to maintain and increase skillsA history of maintaining customer satisfaction in a territory with multiple customer locations is desiredAbility to create and provide specialized trainingExcellent communication skills and time management to successfully prioritize and deliver critical services. Self-motivated with a proactive approach to meeting and exceeding customer expectations.What Will Give You A Competitive Edge (Preferred Qualifications)10 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.Familiar with the GM Comeback Process for GM DealersFamiliar with GM Customer Assistance OperationsVocational Degree, Technical Degree, Associates Degree or bachelor’s degreeProficient user of Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.)Proficient user of Pico Scope10 plus years customer handling, support, sales, administrative, computer or other business skills applicable to the specific needs of the FSE positionComputer hardware set-up, internet and wireless communications experienceCertified in the following Automotive Service Excellence (ASE) Tests and re-certification at the required intervals:A1-A9 plus Master Technician certificationT1-T8, plus Master Technician certificationL1, L2, L3 and L4Knowledge of GM Global Connect Service ApplicationsKnowledge of GM Service Training College (GM STC) training web site and applicationsExtensive knowledge of GM vehicle control systems, including controller area networks, GM LAN, etc.100% completion of GM Service Training requirements including achieving GM Master Technician in one or more GM STC Training paths.GM World Class Technician credentialsKnowledge of LAN/WAN IT infrastructureCompensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington. The salary range for this role is ($69,000 - $107,300). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more#LI-AP1 GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc). This role is categorized as remote; however, the selected candidate must live in an approved city within the assigned territory or be willing to relocate. The candidate will be required to relocate, or already reside in the approved city no later than the timeline provided at offer. The selected candidate will be required to travel at least 50% or more on a frequent basis. This job may be eligible for relocation benefits. This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review. 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