The Field Service Engineer - CELESTIQ Technical Service & Executive Case Resolution

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 will support the entire United States, with a primary focus on Southeast Michigan. The selected candidate must live in territory or relocate to within 50 miles of Warren, MI. Relocation benefits may be provided.
The Role:
The Field Service Engineer - CELESTIQ Technical Service & Executive Case Resolution will provide both remote and on-site professional automotive, business and computer technical support to GM's retail and wholesale communities. This individual will be the main point of contact for all Cadillac CELESTIQ technicians at Dealers. You will provide diagnostic and repair direction for these vehicles, as well as coordinate support from local team members or travel as required. Additionally, this individual will provide diagnostic support for executive cases and facilitate Dealer visits with engineering teams as required. Finally, this individual will support cases in the local market as needed.
What You'll Do:
Retail Support

• Provide remote assistance via phone, Teams or HoloLens to support diagnosis and repair of Cadillac CELESTIQ vehicles.
• Coordinate on-site support with necessary team members for high complexity repairs or travel as needed.
• Creation of Field Product Reports to identify root cause of quality concerns.
• 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 the FSE Dispatch Center.
• Review current Preliminary Information (PI) and Technical Service Bulletins (TSB) for known vehicle concerns with Dealer service personnel.
• 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.

Wholesale Support
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 and Techline 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 warranty waste reduction suggestions to FSE Leadership and the BQM Team

Your 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 tools
• State Automotive Technician Certifications as required by state/local law (if relocated must become certified in new State within one month).
• 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 timeframe.
• 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 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.
• Travel as necessary up to 75% of the time.

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.
• Vocational Degree/Certificate, Technical Degree, Associates Degree or Bachelor's degree
• Proficient 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 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, L3 & L4
• Knowledge of GM Global Connect Service Applications
• Extensive 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 credentials
• Knowledge of LAN/WAN IT infrastructure

This position requires the ability to legally operate a motor vehicle on a regular basis.
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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
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