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BrightDrop Field Service Engineer

  • Remote
  • Marketing, Sales, and Service
  • Full time
  • Added
  • JR-000075898

Description

Overview

The world has changed, and we need your help to change it for the better! The General Motors BrightDrop team is tasked with developing and commercializing smarter ways to deliver goods and services.  This includes zero emission solutions that will reduce congestion in cities and improve safety.  BrightDrop is seeking customer-focused team members who have a passion for innovative technologies and approaches to business.  Access to advanced technologies and the autonomy to challenge convention create an exciting fast-paced environment often associated with Silicon Valley start-ups.

Come join the team as a BrightDrop Field Service Engineer (FSE) providing on-site professional automotive, business and computer technical support to BrightDrop’s Dealerships, fleet customers and fleet customers’ designated Fleet Management Companies (FMCs).  FSEs have broad responsibilities including vehicle diagnostic and repair support, providing an avenue for escalated cases, product problem resolution and territory management support for BrightDrop.  The primary FSE objective is to diagnose and direct repairs on customer vehicles and to reduce vehicle downtime and warranty expense for these commercial vehicles.  FSEs will also evaluate Dealership, fleet customer, and FMC internal comeback processes, provide onsite service readiness feedback and support Techline applications.  

Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the Technical Assistance Center and the FSE Dispatch Center. Respond promptly to dispatch cases for vehicle concerns that may lead to vehicle downtime and customer dissatisfaction

  • Maintain a close working relationship with BrightDrop and GM resources in ensuring fleet customers are properly supported and trained on vehicle technical issues

  • Utilize analytic tools and supporting data to address high vehicle downtime situations and assist dealers, fleet customers, and/or FMCs quickly when one of these commercial vehicles is inoperable

  • Review Dealer, fleet customer, FMC technician training and aptitude to enable fixing it right the first-time repairs

  • Help implement a repeat repair prevention process for each dealer, fleet customer, and/or FMC that does not have a robust process in place

  • Review current Preliminary Information (PI) and Service Bulletins for known vehicle concerns with Dealer, fleet customer, and/or FMC service personnel

  • Drive new PI’s and bulletins by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information

  • Conduct ad-hoc onsite training sessions, which can include technical information, diagnostic techniques, the use of Techline tools and applications, as well as, other diagnostic tools and equipment when the dealer’s, fleet customers’, and/or FMCs’ deficiencies in these areas are causing ineffective repairs

  • Take ownership of Dealer, fleet customer, and/or FMC technical concerns and use effective problem resolution skills  

  • Report on Dealership’s, fleet customers’, and/or FMCs’ “State of Health” relative to overall service readiness

  • Develop and maintain strong relationships with BrightDrop and GM colleagues and leaders responsible for Service Operations and Vehicle/Propulsion Brand Quality. Represent BrightDrop as the primary resource and spokesperson in the field for automotive technical and Techline product information

  • Provide feedback in the form of Field Product Reports (FPRs) to GM Brand Quality and Engineering

  • Provide warranty waste reduction suggestions to BrightDrop Field Service Manager and the BQM Team

Work Location:

New York City, New York.  USA Field Assignment, based out of their home office will travel (air/overnight/potential international) to BrightDrop Dealers, fleet customers, and/or FMCs.

Qualifications: Required

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 certified in new State within one month)

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

  • User of MS Office applications: Word, PowerPoint, Excel, Outlook (or equivalent e-mail/calendar app)

  • Ability to manage, resolve, document, and close dispatched cases in the required timeframe

  • Ability to build and maintain customer relationships with Dealership, fleet customer, and FMC management teams with focus on the Service department 

  • Ability to work with minimal direction and be responsible for self-training to maintain and increase skills

  • 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


Additional Description

Preferred Qualifications:

  • 5 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience

  • Vocational Degree, 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

  • Experience in 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 recertification 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 GM Global Connect Service Applications

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

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

  • Completion of GM Service Training requirements including achieving GM Master Technician in one or more GM STC Training paths

  • GM World-Class Technician credentials

  • Ability to create and provide specialized technical training


About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors 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. GM 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

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com . 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.