The Field Service Engineering (FSE) team is responsible for continuous improvement and product problem resolution by providing GM dealerships (U.S.) with service support that focuses on reducing product quality issues and improving dealership service readiness. The FSEs are responsible for cases escalated by the GM Goodwrench Technical Assistance Center (TAC) or the Techline Customer Support Center (TCSC). FSEs also provide quality feedback through Field Product Report investigations or engineering investigations as well as support service club meetings. Overall, the FSE team is charged with providing a vital link between the dealership and General Motors' Brand Quality, Product Development, and Manufacturing teams.
In 2009, GM changed its approach to providing service engineering support. The National FSE team combined the positions of the Regional Service Engineer (RSE) and the Techline Consultant (TC) along with the responsibility for both automotive and Information Technology (IT) support.
The most recent Service Manager Satisfaction Survey identified a communication gap in regard to the role and availability of service engineers in the field. There are 50 FSEs placed strategically around the U.S. to respond to case escalations for TAC or TCSC. The FSE team is dedicated to supporting all GM dealerships. During the past 12 months, the FSE team has responded to over 4,100 dispatch cases from TAC and TCSC in addition to Field Product Reports and other field support activities.
Requesting Support
As part of the reorganization, the process for requesting the support of an FSE was also changed. In the past, a dealership could request the support of a Regional Service Engineer or Techline Consultant by calling directly for assistance. However, the direct request process circumvented TAC and TCSC, which are more readily accessible technical resources. Additionally, valuable information on vehicle repairs was not properly documented for use on related vehicle concerns that can result in Preliminary Information or Bulletins.
The new request process more effectively utilizes the FSE team only on the cases that are unresolved through the call centers. Under the new process, a request for an FSE to become engaged in a vehicle or IT repair must be supported by an active TAC or TCSC case. The call center will determine if FSE involvement is needed.
Technicians who are working with either TAC or TCSC that feel progress is not being made can request escalation of the case to an FSE. It is highly recommended that before doing so that the local Fixed Operations Manager (FOM), or District Service Manager (DSM) for Regional Contact Center dealerships, is engaged. All requests for escalation of a case to an FSE will be reviewed by an Escalation Team to ensure the resolution cannot be handled by the call center. Requests for escalation of a case where the technician has not been actively engaged in providing accurate information could cause delay until the requested information is provided to the call center.
FSE Contact
Once a call center dispatches a case, an FSE will be assigned to the case usually within two hours of case escalation and all other FSEs are copied on the details to enable best practice sharing among the team. The FSE assigned to the case will contact the dealership within 24 hours. The actual FSE contact date with the dealer will be determined by current case load and case priority.
Responsibilities of the FSE also include communication of dealership service readiness to the dealership's FOM/DVM and the GM zone and regional staff. After a dealership contact, a summary contact report is completed regarding the dealership's overall service readiness along with any "action items."
FSEs also are available to participate in Service & Parts Managers club meetings, Sharpshooters clubs (regional clubs of shop foremen and technicians), and other special events. Requests can be made directly to an FSE.
According to the most recent post-case closing dealer surveys, when an FSE was involved in providing assistance at a dealership, the quality of service and professionalism of the FSE exceeded expectations. Every effort is being made to ensure that FSE responsiveness and the ability to provide an accurate diagnosis and repair for each case occurs in a timely manner. When assistance is needed, following the established process with the GM TAC and TCSC will ensure that all necessary resources are available to dealerships and that, when required, an FSE is available to provide direct dealership support.
- Thanks to Michael R.Durkin
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