Field Service Engineer

Job Description Remote: 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 Dallas/Fort Worth, TX and surrounding area. The selected candidate must live in territory or relocate to Arlington, TX (25 mile radius). The Role: GM 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 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 Provide third level, on-site support to resolve automotive technical 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” situations Maintain a close working relationship with District Manager Parts and Service (DMPS) the Regional Business Resource Managers (BRM) to mitigate the progression to qualify for repurchase and reduce warranty expense 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 vehicle Utilize all resources to gather information of high risk 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 requirements Help implement a comeback process for each dealer that does not have a robust process in place. Work with the GM 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 personnel Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information Conduct 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 skills For those that are contributing to buybacks, and Techline tool problems, using all available resources and follow through to resolution For 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 Management Build and Maintain customer relationships with Dealership management teams with focus on the Dealership Service department Develop 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 product information Attend 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 Engineering Provide support for Better Business Bureau (BBB) 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 Your Skills & Abilities (Required Qualifications) 3 plus years of extensive hands-on Automotive Service Department, vehicle diagnostic or vehicle 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 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. Ability to travel up to 75% What Will Give You A Competitive Edge (Preferred Qualifications) Proficient user of Pico Scope Computer hardware set-up, internet and wireless communications experience Certified in the following Automotive Service Excellence (ASE) Tests and re-certification at the required intervals: A1-A9 plus Master Technician certification T1-T8, plus Master Technician certification L1, L2 and L3 Knowledge of LAN/WAN IT infrastructure 

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 is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

 About TEI As a global leader in the design, engineering and manufacturing of prototype, pre-production and mass production equipment for the casting industry, Tooling & Equipment International­ – TEI – delivers the utmost in quality. Why Join Us TEI is committed to customer service and satisfaction. People are our most important assets. Our employees have extensive experience; many have worked for decades within the company and industry. This wealth of experience is reflected within our products and heritage. Compensation/Benefits 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. Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance0. TEI 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. Diversity Information TEI 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. TEI 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 TEI is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. TEI is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 1-800-865-7580. 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.​ TEI is an equal opportunity employer committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, age, sex, national origin, sexual orientation, gender identity, disability status or protected veteran status. TEI is also committed to take affirmative action to employ and advance in employment such persons.