FSE Technician Recognition Awards – 2nd Quarter 2021

The GM Field Service Engineer (FSE) Technician Recognition Awards (U.S.) celebrate the skill and dedication of dealership technicians who have recently worked with FSE’s on challenging repairs.

Technicians at GM dealerships are selected for recognition based on their focus on safety, customer satisfaction, personal accountability, training achievements, diagnostic abilities, and the level of repair documentation.

Each recognized technician receives a Service Excellence magnetic plaque and an Excellence in Service Award certificate. (Fig. 10)

 

Fig. 10

 

2nd Quarter 2021 Technician Recognition Award Winners

 

 

Technician: Kurt Ustinowich

Dealership: Dyer Chevrolet Fort Pierce, Fort Pierce, Florida

FSE: Scott Lewiston

Service Excellence: There was a head scratcher of a repair on a 2018 Chevrolet Camaro with the 2.0L LTG engine. The vehicle was setting intermittent DTCs P0171, P050D, P1400, and P1101. The vehicle originally came in with aftermarket intake parts. After the customer reinstalled the factory parts, the vehicle still exhibited the same intermittent random fault codes and condition.

Kurt checked out the GE-52250 PowerSmoke Diagnostic Leak Detector (which was not an Essential Tool at the time) through the GM Loan Tool Program to better test the induction system for leaks with pressurized smoke. He worked with TAC and started diagnosis again from square one with the FSE. He never gave up, even though no leaks were found in the intake system. Eventually, a missing air diffuser near the Mass Airflow Sensor (MAF) was found, which was causing the MAF sensor reading to be skewed and setting the codes.

 

 

Technician: Steve Camacho

Dealership: Don Mealey Chevrolet, Clermont, Florida

FSE: Scott Lewiston

Service Excellence: On top of being a Top Tier Diagnostic & Master Technician, Steve is always on the lookout for product quality concerns. Steve has helped elevate dozens of product quality issues through FSE collaboration and through the Field Product Reporting process. He identifies the problem, fixes the customer’s concerns, and then provides great photos and documentation back to GM with details on the quality concerns and corrections that were made. Steve’s detailed feedback helps GM raise awareness and work towards building better quality vehicles.

 

 

Shop Foreman: Vic Leto

Dealership: Bob Steele Chevrolet, Cocoa, Florida

FSE: Scott Lewiston

Service Excellence: Vic had a technician who was struggling to identify the cause and repair of a 2017 GMC Canyon with an intermittent engine ticking/knocking noise on cold startup. Vic stepped in to help with the testing and worked with the customer to have the vehicle at the dealership for an extended stay. Vic continued testing and driving the vehicle to try to replicate the concern. He also was working diligently with TAC. Ultimately, the case was escalated to the FSE level. We worked together and identified the failure to be an exhaust cam phaser that was not locking after the engine was shut off. We provided a sound bite to Engineering. Vic’s relentless efforts helped to get this vehicle repaired correctly and to get a satisfied customer back on the road.

 

 

Technician: Tyler Solem

Dealership: AutoNation Chevrolet, Gilbert, Arizona

FSE: Mike Pritulsky

Service Excellence: A TAC case on a 2020 Malibu with illuminated ABS, ESC and Check Engine lamps along with several DTCs was proving difficult to diagnose. Even with his heavy workload, Tyler professionally performed all testing and repairs that were requested in a timely manner. This was a very difficult case that most techs would have given up on. We eventually found a unique issue for the high-speed LAN enable circuit and resolved the concern.

Tyler also accommodates FSEs with a service bay and any needed tools anytime there is a need to work on a vehicle at his dealership. Tyler’s helpfulness and cooperative attitude is a great reflection of the GM value of “It’s On Me.”

 

 

Technician: Joshua Olson

Dealership: Greiner Buick-GMC, Victorville, California

FSE: Wade Hanna

Service Excellence: Joshua constantly follows up with in-depth information on every case. He follows instructions and is eager to learn. He is extremely professional and takes great pride in everything he does. Recently, Joshua was responsible for identifying incorrect information and direction given by ParTech about using 6.2L injectors in place of back-ordered 5.3L injectors. Joshua followed up with me to verify that 6.2L injectors could be used in place of the required 5.3L injectors. By his actions, we were able to correct the information provided by ParTech, which could have affected more than just this one vehicle. His actions saved hundreds of warranty dollars and possibly thousands had the incorrect injectors been installed as directed. His diligence and dedication saved warranty costs and a possible vehicle repurchase. Joshua had the courage to ask about something that did not sound correct to him and reached out for advice and assistance when it was needed to make the right repairs.

 

 

Technician: Randy Goodison

Dealership: Three-Way Chevrolet-Cadillac, Bakersfield, California

FSE: Jamie Borton

Service Excellence: Randy is extremely customer-centric and tries to make sure that customers are always completely satisfied with the proper repair of their vehicles. He is my go-to tech if I am having issues with a transmission-related concern. He is always helpful, answers my calls, and shares new information that will help fix a transmission issue. If I have a tech at another dealer working on a case, he will go out of his way to make sure that the case or problem gets fixed. He’s always willing to help and doesn’t mind sharing his knowledge with other technicians.

The first time I met Randy, he was very forthcoming at showing me transmissions he had fixed that had new or ongoing issues. For example, there was an 8-speed transmission in an Escalade with a 1-2 shift flare up, garage shift issue and other shifting issues. Randy noted excessive clearance on the 2-3-4-6-8 clutch assembly and ordered a thick snap-ring to bring the clearance down to 0.059-inches, which cleared up all of the shift concerns. But Randy is not just a transmission tech – it’s where the dealership needs him to focus at this time – he often provides assistance on all types of customer concerns.

 

– Thanks to Hank Poelman

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