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. 11)
Fig. 11
2nd Quarter 2023 Technician Recognition Award Winners
Technician: Mike Guest
Dealership: Anderson Buick GMC, Cockeysville, Maryland
FSE: Charles Mielke
Service Excellence:
Mike Guest has shown a continued dedication to excellent customer service, evidenced by his recent demonstration of the “It’s on me” and “Innovate now” behaviors. Mike always has his STS training at 100% and is one of the Hybrid/EV service specialists at Anderson. He clearly has a deep passion for fixing things right the first time.
Recently, Mike worked with FSE Charles Mielke on a case regarding a sagging air suspension concern on a 2022 Hummer EV. Over the course of a few unattended days, the left-side front corner would lower, followed closely by the right side. Mike was diligent in his efforts to understand and qualify the customer concern, and then took multiple measurements over time and plotted them. After published diagnostics did not identify the issue, Mike fabricated fittings (which are not supplied by General Motors) to use on the air suspension system in conjunction with the tools that are provided to isolate the components and make an accurate diagnosis. Ultimately, damage caused by rodents to one of the air lines above the high-voltage battery was discovered as the root cause.
The vehicle was repaired accurately and completely with an “outside the box” effort from Mike. This is what “It’s on me” and “Innovate now” looks like and is a real example of professionalism in the trade.
Technician: Alan Whipp
Dealership: Smedley’s Chevrolet, Vandalia, Ohio
FSE: Leonard Tunstall
Service Excellence:
Earlier this year, FSE Leonard Tunstall was dispatched to a case at Smedley’s Chevrolet. Leonard worked with ASE Master Technician Alan Whipp, a young technician with an impressive work ethic, to work on a 2022 Trailblazer that had an illuminated Check Engine MIL and DTC P0128 set as a current DTC. The coolant control valve assembly had already been replaced.
They started from the top of the diagnostic tree to see if something was missed. Even though Alan previously covered these steps, he displayed a great amount patience and willingness to work to unveil the underlying problem. Vigorous circuit system testing was unable to identify why the code was setting. Through this process, Leonard recognized Alan’s deep understanding of electrical diagnostics. They decided to order another coolant flow control valve assembly and thought it would be a good idea to inspect the first replacement valve for mechanical malfunctions. Leonard noticed that the valve was missing an internal seal. The dealership had unknowingly installed a defective part. Alan felt like he should’ve been able to find this and was questioning his skill set; but Leonard explained that FSEs are here to assist in situations just like this. There was no way anyone could’ve known an internal seal was missing. The second replacement valve fixed the DTC P0128. Alan Whipp has a bright future ahead and Leonard looks forward to seeing his progress over the years to come. Congratulations, Alan. You deserve it!
Technician: Jeff Stockton
Dealership: AutoNation South Chevrolet Buick GMC Cadillac, Corpus Christi, Texas
FSE: Jorden Ellis
Service Excellence:
Jeff Stockton is the perfect example of “One Team.” Within his own shop, he works collaboratively with all the other technicians. But Jeff not only helps his fellow technicians in his shop, he also helps other dealership technicians all over Texas by sharing his knowledge and findings through text message exchanges. He is always reaching out to FSE Jorden Ellis with product concerns that warrant a field product report and is never hesitant to assist even if he isn’t assigned to the TAC case. Jeff has a lot of product knowledge and is great to work with. He is never hesitant to ask questions and to learn.
Recently, Jeff assisted with a case on a 2023 Silverado 1500 that had a clunking sound even though he wasn’t assigned the vehicle. Jeff spent time mentoring another technician who was working on the vehicle at the time and is still fairly new. Jorden asked Jeff to oversee the repairs with this technician and help create a positive work environment. The results show that Jeff did a fantastic job. The vehicle noise was dampened successfully by installing new axle retainer clips. Jeff continues to assist this technician with any questions he may have to help him grow in his career at the dealership.
Technician: Luis Sanchez
Dealership: Bert Ogden Cadillac, Edinburg, Texas
FSE: Jorden Ellis
Service Excellence:
Luis Sanchez’s positive mood and attitude are incredibly contagious and have spread throughout the entire shop. Luis always greets FSE Jorden Ellis with a smile and has great questions to ask on whatever it is that he is working on at the time. Luis is a great example of “Think Customer.” In almost every vehicle he works on, he goes above and beyond to ensure the proper diagnosis is made for the customer, which reduces repeat repairs overall for his dealership. Luis works with other technicians and offers advice where needed as well.
Recently, Luis began to show interest in the PicoScope when working on cases with Jorden. Whenever Jorden asked Luis to perform a task, he would get on it in a timely manner and understand the importance of the task in order to service the customer. Jorden cannot speak highly enough about Luis’ character and the way he conducts himself at his dealership.
Luis also assisted Jorden on a 2022 Cadillac XT6 with a Service Transmission message on the Driver Information Center and DTC U0101. This case required extensive diagnosis and verification. Some of the testing required the PicoScope, which Luis picked right up on using the scope. Luis never once complained or was hesitant to perform any tasks asked of him. They ended up isolating the issue to the power steering control module. Even months after the case was closed and the vehicle was long gone, the engineering team asked for more pictures of the PSCM and requested that it be shipped to a specific location. Luis oversaw that entire process, even though he didn’t have to, without hesitation.
Technician: Kris Keller
Dealership: Corwin Buick GMC Reno, Reno, Nevada
FSE: Burns McCalman
Service Excellence:
FSE Burns McCalman became involved in a case early on a Saturday morning where engineering was requesting data from a 2022 Hummer EV with a potential high-voltage battery issue. The vehicle was at Corwin Buick GMC Reno on a Saturday with only Quick Lube technicians available. The dealership is about 2.5 hours from Burn’s house and he was not able to get to the dealership on that Saturday. He contacted Kris even though it was his day off as well. Kris didn’t hesitate to go to the dealership to gather the requested data and disconnect the 12V battery.
Burns was able to make it to the dealership the following Monday, gathering the remaining information and ordering an EV battery pack. Kris installed the new pack in a very timely manner once it arrived and quickly got the customer back on the road. Kris went above and beyond for GM and Field Service Engineering by going to the dealership on his day off to perform the tasks requested. This is what “Think customer” and “It’s on me” looks like.
Technician: Jason Drouare
Dealership: Fields Cadillac, St. Augustine, Florida
FSE: Andy Nelson
Service Excellence:
Jason Drouare worked on a 2020 Cadillac XT5 case with FSE Andy Nelson. The vehicle came in for a campaign and, while performing the repairs, Jason noticed the right-rear turn signal would not flash and was always on. Jason knew this was a safety issue and refused to let the customer take her car until the safety concern could be repaired. After digging into the condition, Jason also found the interior lamps would go out whenever the vanity mirror lights were turned on. It was a difficult case that eventually required a new body harness to fix the problems and deliver the vehicle back to the customer. This is what “Being bold” and “Think customer” looks like!
– Thanks to Hank Poelman
