JR-202424097 Regional Service Engineer - GM Europe

Description
The General Motors Europe Regional Service Engineer (RSE) provides on-site professional automotive engineering, business and customer support to GM's retail and wholesale networks. The RSE will have broad responsibilities including vehicle diagnostic and repair support, product problem resolution and region management support for GM. The RSE will perform on-site service, diagnostics, repairs, and installation of GM accessories on customer vehicles as directed by GM Management. The RSE will support GM to reduce vehicle repurchases and warranty expense. RSE will also evaluate GM Service Centre processes, provide Service Centre onsite service readiness feedback and support GM IT applications at GM Service Centre's.Service Centre Authorized Repairer SupportProvide 1ST and 2nd level, on-site support to resolve automotive technical and GM IT service operation issue. Respond promptly to customer vehicle concerns that may lead to "vehicle off road" or potential "repurchase" situations.Maintain an effective working relationship with the GM Europe Technical Assistance to support vehicle repairs.Work closely with the GM Europe Customer Call Center (CCC), Quality team and Dealers Network to respond to customers that have contacted CCC for assistance with their vehicle.Use GM's analytic tools and supporting data to address vehicles in the assigned area and assist Service Centre's quickly to resolve all vehicle technical issues.Demonstrates proactivity by identifying and addressing process gaps or implementing innovative solutions when needed.Takes ownership of personal development by independently managing a learning journey, utilizing available online resources and platforms effectively. Disposition and intention to work in dynamic environments.Review Service Centre's process on every Service Centre's contact.Implement service strategies to enhance Service Centre's effectiveness.Support GM scheduled and ad-hoc in- Service Centre's training sessions.Report on Service Centre's "State of Health" relative to overall service readiness.Understand customer complaints, collect vehicle data, and drive "root cause analysis".Wholesale SupportDevelop and maintain positive relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, with a focus on product quality improvements and warranty issues. Represent GM in the assigned region for automotive technical issues as required:Monitor Warranty performance, review all escalated warranty claims and identify warranty waste opportunities.Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering and provide feedback in agreed formats.Provide support for arbitration hearings, legal cases and repurchases.Provide Brand Quality support for vehicles at Port of Entry and Regional Compounds.Actively participate to create Technical Trainings and on-site practical sessionsProvide support for Technical Quality related activities, PDI process or Investigations.Support Field Actions or recall activities, in the port of Transport, Retailers, Dealers or any other as specified.Support Marketing events, Launches or new Platform events where Vehicles are displayedRequired Qualifications and Experience5 years + extensive hands-on Automotive Manufacturer / Importer/Dealership Service DepartmentNationally recognized ICE/EV Automotive Technician Certifications as required by local regulations.Possession of a valid EU/Country driver's license and a clean driving recordProficiency using MS Office, Outlook, OBD tools, digital platforms and online ERP softwareAbility to: Manage, resolve, document, and close dispatched cases in the required timeframe. Build and maintain customer relationships with Service Centre's management teams. Work with minimal direction and be responsible for self-training to maintain and increase skills.Excellent communication and time management skills to optimally prioritize and deliver critical services and communicate, if necessary, directly with customersSelf-motivated with a proactive approach to meeting and exceeding customer expectations.Proficiency in local language(s), min. Swedish and EnglishProficient user of Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools etc.)Business travel required 3-4 days per weekRemote: 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. The position will include Cross- Border responsibilities.
Additional Description
About GM
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Diversity Information
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