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 a variety of factors, including 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. 6)
Fig. 6
4th Quarter 2022 Technician Recognition Award Winners
Technician: Todd Heinle
Dealership: Buick GMC of Beaverton, Portland, Oregon
FSE: Jesse Richlick
Service Excellence:
Todd Heinle recently went above and beyond during the PDI process. Todd is always willing to take the time to work with the GM team to make sure all customer vehicles are repaired properly.
During the PDI of a HUMMER EV, the first to be delivered in Oregon, Todd inspected all accessories to ensure that they were installed correctly. He found some trim pieces that were not a perfect fit and made sure they were corrected before delivery. He truly gave this PDI the “white glove treatment.” In addition, on a related TAC case, Todd worked with the HUMMER EV team to diagnose and replace a coolant heater module that had an internal sensor fault. Todd worked side by side with the GM team to perform a data dump and made this vehicle his priority to repair and deliver it promptly.
Technician: Raymond Fonfrias
Dealership: Starling Chevrolet Cadillac, Deland, Florida
FSE: Andy Nelson
Service Excellence:
Ray worked very hard on diagnosing a 2022 Chevrolet Silverado LM2 diesel that was burning oil when it was dropped off by the transport truck. After many hours, a blockage in the turbocharger was found that was causing a restriction in the PCV system. During all the time spent during diagnosis, Ray never gave up and never complained. He refused to be beaten down because he has that “Win with Integrity” attitude! As soon as he finished the repair, the dealership was able to sell and deliver the vehicle.
Technician/Shop Foreman: Bruce Mayer
Dealership: Findlay Chevrolet, Las Vegas, Nevada
FSE: Rodney Prince
Service Excellence:
Bruce Mayer is currently a World Class Technician and shop foreman to 30 technicians. He handles 100% of the comebacks while maintaining his own workload. The customer is always first with Bruce, while he maintains a high level of quality in workmanship. It’s typical for him to cover all the bases and exhaust all resources before a case is escalated for FSE assistance. He has the ideal temperament for the load he carries as well as the respect of his associate technicians.
Bruce diligently worked an IOU radio case for over a month. His determination and excellent communication skills, exhibited during his cooperative efforts spent with the engineering community, were highly impressive. The case revealed mislabeled part numbers per application, so a new radio was installed and programmed. However, after installation, there was still no sound except for chimes and the amplifier was now setting a current DTC U18B4. Finally, he discovered the ethernet circuits to the radio were missing. To complete the repair, the correct wires provided by BQM were installed.
Technician: Leeza Kerr
Dealership: Vision Buick GMC, Rochester, New York
FSE: David Yentema
Service Excellence:
Leeza recently worked on a strange case where a cylinder was flooding with fuel to the point it was hydro-locking the engine on startup. Leeza’s drive to get this vehicle repaired and back to the customer was incredible. She would willingly come in on her days off to work on this vehicle and one evening ended up working on it until after the dealership closed just to confirm the diagnosis.
Leeza originally worked in a science lab, but changed careers and decided to become a technician. She brings a science-based diagnostic strategy to all of her diagnosis, is always eager to assist other technicians and actively looks for new ways to learn. Her ambition and drive to learn more and help the customer is impressive and is something even seasoned technicians could learn from.
Technician: Jerry Smith
Dealership: Phil Moore Buick GMC, Jackson, Mississippi
FSE: Justin Russell
Service Excellence:
Jerry deserves to be recognized for his consistent positive attitude and hard work. Jerry is exceptionally customer-minded and understands the operation of the systems he works on at a deep level. He is always striving to learn and improve his skills. He is an absolute pleasure to work with and is very responsive to requests for additional diagnostics or information.
On a recent case, Jerry was struggling to understand why the vehicle was acting as it was. He determined that the PicoScope would be a great tool to finish the job and isolate the issue. Jerry had not used the tool for electrical diagnostics before but jumped at the opportunity to learn something new. It was refreshing to see someone so eager to spend the time to learn something new, all while dealing with a vehicle that he was anxious to get out of his shop.
Technician/Shop Foreman: Brad Siroky
Dealership: Alan Jay Chevrolet, Sebring, Florida
FSE: Zack Evans
Service Excellence:
Brad impresses with his excellent attitude and example of professionalism. On a very difficult case recently, a vehicle had an intermittent communication issue that could not be duplicated. Much to the customer’s dismay, the vehicle had already undergone multiple repair attempts with no real fix. Brad was ready to assist and did not hesitate or complain when asked to lend a hand as every module, connector, and harness on CAN 3 was tediously inspected. When it came time to check the shifter, Brad jumped right in and removed all the console components needed so that the module could be accessed, which is ultimately where a bad connector was found. Brad’s help and knowledge helped lead to a quick diagnosis so that repairs could be completed and the vehicle returned to a very happy customer.
– Thanks to Hank Poelman
