The GM Field Service Engineer (FSE) Technician Recognition Awards (U.S.) celebrate the skill and dedication of dealership technicians who have recently worked with FSEs 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. 1)
Fig. 1
1st Quarter 2024 Technician Recognition Award Winners
Technician: Roger Daniels-Negrete
Dealership: Boulevard Cadillac Buick GMC, Signal Hill, California
FSE: Gordon Marr
Service Excellence:
Roger Daniels-Negrete deserves FSE technician recognition. He strives to be the best technician he can by pursuing World Class Technician certification and having a positive attitude toward problem solving. He has worked on several difficult cases varying from high-voltage diagnosis, body adjustments, I.C.E. diagnosis, and diesel diagnosis. It is apparent that he has great potential in the automotive field. His positive attitude and attention to detail helps influence coworkers to perform their best, ultimately delivering high-quality customer service.
Technician: Tom Farren
Dealership: Fitzgerald Auto Mall, Annapolis, Maryland
FSE: James Cassell
Service Excellence:
Tom Farren has shown exemplary knowledge, professionalism and attitude in his work as a fully EV-certified Cadillac technician. Tom has handled several extremely difficult LYRIQ cases that have presented very unconventional and lengthy challenges. Tom always places the customer and GM first, going above and beyond to gather all the information GM engineering requests to better understand and resolve the concerns at a higher level.
Tom clearly has demonstrated that he has the skills and knowledge to fix our cars in the field; however, LYRIQs have also challenged many technicians’ attitudes. Tom has always had a great attitude in the face of challenging cases as he puts in the required time to correctly diagnose and repair a vehicle. He is always willing to work hard to fit nightmare cases in with the normal workflow at the dealership and perform any test/repair attempts that TAC or the FSEs request of him. As these cases present many additional hurdles, including labor hours, documentation and warranty “hoops” to jump through, Tom’s effort is greatly appreciated.
One recent TAC case involving a LYRIQ showed Tom’s great attitude. It started off relatively simple by replacing the OnStar module and then reprogramming all other modules per the Ultium platform software update bulletin. Tom faced many hurdles with programming issues and SDAC. As a result, he logged many hours working with Techline, TAC and myself to resolve the programming issues. Tom went above and beyond to learn how to connect the MDI using an ethernet connection and faced issues along the way with dealership infrastructure and IP protocol, but remained diligent and was successful in his pursuit. Tom didn’t take the easy route of putting the car on the back burner or placing the problem solely on the FSE or GM, which is typical of Tom’s effort with every vehicle. Through it all, he always remains dedicated to fixing the vehicle and keeps a great attitude along the way.
Technician: Donald McCammon
Dealership: Waldorf Chevrolet Cadillac, Waldorf, Maryland
FSE: Russell Ringling
Service Excellence:
Don McCammon has repeatedly demonstrated the “It’s On Me” behavior with his positive attitude and thoroughness while working on difficult and challenging technical issues. As a senior technician, Don worked through a difficult vehicle issue recently that involved a 6.6L (L5P) diesel engine noise “singing” concern that had everyone scratching their heads. Not only was the noise extremely difficult to duplicate, but the inherent diesel engine sounds made it almost impossible to isolate. Through repeated testing sessions and unorthodox “noise finding” methods, the failure was identified as an intermittent condition due to a variable-width exhaust flex-joint crack that would sing an F5 note when the ideal exhaust backpressure and crack width was present.
While working with Don through this exhaustive issue (pun intended), it was easy to see that he also continually supported his apprentice on other vehicles. Don was able to jump back and forth while maintaining focus and ensure forward progress on both fronts. His ownership of the apprentice responsibilities while managing the demanding diagnostics from FSEs further exemplifies the “It’s On Me” GM behavior.
Technician: Kyle Osterholt
Dealership: Carter Chevrolet, Okarche, Oklahoma
FSE: Gregg Brinlee
Service Excellence:
Kyle Osterholt is the shop foreman at Carter Chevrolet and for the medium-duty shop as well. He recently earned his GM World Class status this year. Kyle is very good at submitting Service Information feedbacks and Field Product Reports any time an issue comes up that he thinks others would learn from, especially when diagnostic flow charts have an incorrect step or a “typo” that could lead to an incorrect module being replaced for a wiring issue.
One of a handful of cases working with Kyle that stands out was on a 2022 Equinox. After an EBCM was installed, there was communication with the module, but as soon as the EBCM was programmed with SPS, it would no longer communicate. Kyle went above and beyond trying to find the issue before creating a TAC case and, ultimately, getting an FSE involved. The EBCM/BPMV had to be replaced as an assembly to correct the issue.
Technician: Shawn Neel
Dealership: Everett Buick, Bryant, Arkansas
FSE: James Moody
Service Excellence:
Shawn Neel always demonstrates outstanding qualities in his “On Me Attitude.” All cases with Shawn have been exceptional. His communication with TAC, documentation within the case, and communication via phone by text or voice show the utmost professionalism. Shawn recently completed his path to becoming a World Class Technician and he is always on top of his education and training within his field. Shawn plays a vital part within the dealership in keeping customer satisfaction up and putting the customer first. It’s evident that Shawn fills all the necessary traits and skills for this recognition and as an excellent team player for General Motors.
Technicians: Bryce McKay
Dealership: Chipman Taylor Chevrolet, Pullman, Washington
FSE: Hank Poelman
Service Excellence:
Technician Bryce McKay is a fully-trained journeyman technician who has been at Chipman Taylor Chevrolet since 2006. Bryce commonly gets the tough cases at the dealership and is their diagnostic guru. When assigned a case that Bryce has been working on, all the basics are always covered, and he will proactively work with GM Technical Assistance. It is always fun brainstorming with Bryce about ways to diagnose issues as he asks very intelligent questions.
Recently, Bryce had a 2024 6.6L (L5P) diesel engine setting DTC P0402 (EGR Excessive Flow). A bulletin to update the ECM calibrations to fix this DTC was released only after Bryce thoroughly leak tested the exhaust and induction systems and replaced the EGR valve. The truck came back with P0402 again after the bulletin release. Bryce performed the ECM cal update, but it did not fix the truck. As always, Bryce went through all the details and even knew the Induction System Leak Indication (ISLI) and Mass Air Flow numbers for both the original and replacement EGR valves off the top of his head. The original EGR valve wasn’t leaking, but the old ECM calibration wasn’t closing it at times. The new EGR valve was leaking, so the new ECM calibration still wasn’t closing it. It was a good reminder that new parts aren’t always good parts. Bryce put the original “good” EGR valve back on the truck because the EGR valves were now on backorder. This fixed the truck and avoided a repurchase. Thanks, Bryce, for what you do every day to take care of our GM customers.
– Thanks to Hank Poelman
