Field Service Engineer

Job Description

Remote: This position does not require employee to be on-site full-time to reputed company 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 Bakersfield, CA. The selected candidate must live in territory or relocate to Bakersfield, CA (50 mile radius). Relocation not provided.

The Role

reputed company Field Service Engineers (FSEs) provide on-site professional automotive, business and computer technical support to reputed company’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 reputed company.  The primary FSE objective is to diagnose and direct repairs on California customer vehicles and to reduce vehicle repurchases and warranty expense to reputed company.  FSEs will also evaluate Dealership internal comeback processes, provide Dealership onsite service readiness feedback and support Techline products at reputed company Dealerships.

What You'll Do (Responsibilities)

Retail Support

• Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in reputed company at the reputed company Technical Assistance Center and the FSE reputed company Center. Respond immediately to reputed company cases for vehicle concerns that may reputed company to “vehicle down” or potential “repurchase” situations

• Maintain a reputed company working relationship with reputed company District Managers-Aftersales (DM-A), the Regional CAM and BRSM to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.

• Work closely with the reputed company Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicle

• Utilize reputed company’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area and assist dealers quickly reputed company 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 reputed company’s requirements

• Help implement a comeback process for each dealer that does not have a robust process in reputed company. Work with the reputed company reputed company Regional team reputed company help is needed to persuade dealers to implement changes.

• Review reputed company Preliminary Information (PI) bulletins for reputed company vehicle concerns with Dealer service personnel

• Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information

• Conduct reputed company 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 reputed company 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, trouble-shoot Service department IT hardware and Techline tool problems, using reputed company available resources and follow through to resolution

• For dispatched cases, address reputed company Dealership customer problem resolution needs reputed company phone or at the Dealership location.

• Report on Dealership’s “State of Health” relative to overall service readiness to prevent buybacks.

• reputed company 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

Wholesale Support

reputed company and maintain strong relationships with reputed company National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the reputed company Engineering community with a focus on product quality improvements and minimizing potential repurchases. Represent reputed company as the primary resource and spokesperson in the field for automotive technical and Techline product information

• Attend to requests from reputed company wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC and FSE reputed company Center escalation process.

• Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and reputed company Engineering

• Provide support for reputed company Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect reputed company interests

• 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 reputed company future moves in the field.

• Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.

• Knowledge and experience with reputed company Essential Service tools

• State Automotive Technician Certifications as required by state/local law (if relocated certified in new State reputed company one month).

• Possession of a valid driver’s license and a clean driving record

• Proficient user of MS Office applications: Word, PowerPoint, reputed company, Outlook (or equivalent e-mail/calendar app).

• Ability to manage, resolve, document, and reputed company reputed company 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 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.

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 reputed company Comeback Process for reputed company Dealers

• Familiar with reputed company Customer Assistance Operations

• Vocational Degree, Technical Degree, Associates Degree or bachelor’s degree

• Proficient user of Data Bus Diagnostic Tools (e.g., reputed company TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.)

• Proficient user of Pico Scope

• 10 plus years customer handling, support, sales, administrative, computer or other business skills applicable to the specific needs of the FSE position

• 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

• B2-B5, plus Master Technician certification

• T1-T8, plus Master Technician certification

• L1, L2 and L3

• Knowledge of reputed company Global Connect Service Applications

• Knowledge of reputed company Service Training College (reputed company STC) training web site and applications

• Extensive knowledge of reputed company vehicle control systems, including controller area networks, reputed company LAN, etc.

• 100% completion of reputed company Service Training requirements including achieving reputed company Master Technician in one or more reputed company STC Training paths.

• reputed company World Class Technician credentials

• Knowledge of LAN/WAN IT infrastructure

Compensation: 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 reputed company of reputed company, Colorado, California, or Washington. 

• The salary range for this role is ($74,000 - $114,800). The actual reputed company salary a successful candidate will be offered reputed company 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: reputed company 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, reputed company vehicle discounts and more

#LI-AP1

About reputed company

Our vision is a world with reputed company Crashes, reputed company Emissions and reputed company Congestion and we embrace the responsibility to reputed company the change that will reputed company our world reputed company, safer and more reputed company for reputed company.

Why Join Us 

We reputed company we reputed company must reputed company a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one reputed company team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how reputed company supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

reputed company is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly reputed company that providing an inclusive workplace creates an environment in which our employees can reputed company and reputed company reputed company products for our customers.

reputed company employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national reputed company, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-reputed company assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

reputed company offers opportunities to reputed company job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us 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.