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 personalized Service Excellence magnetic plaque and an Excellence in Service Award certificate. (Fig. 6)
Fig. 6
4th Quarter 2024 Technician Recognition Award Winners
Technician: John Detrick
Dealership: Wind Gap Chevrolet, Wind Gap, Pennsylvania
FSE: Paul French
Service Excellence:
John has worked on many difficult cases. Most recently, he helped solve two problematic EV powertrain issues where he went above and beyond for both his dealership and the customer. His dedication to his training and his dealership professionalism never goes unnoticed.
Technician: Devin Dulude
Dealership: Banks Chevrolet Buick GMC Cadillac, Concord, New Hampshire
FSE: Christopher Proteau
Service Excellence:
Devin started at Banks at age 16 on the lube rack. He’s 22 now and was sponsored by the dealership as an ASEP student. He attended the Lakes Region Community College in Laconia, NH, where he got his degree. Devin obtained GM World Class Status within 13 months of graduating, which is a truly remarkable achievement.
Devin always has a positive attitude no matter how difficult the case may be. He consistently displays a “Think Customer” attitude and “It’s On Me” behavior when working on tough cases, and makes sure to have photos and session logs attached to the case for easy reference. He has worked on cases ranging from squeaks and rattles to water leaks to EV electrical gremlins, testing his knowledge and skill. But he has an uncanny ability to think outside the box.
Recently, he worked on a T1 SUV with a battery draw. For the most part, the draw was constant, so how hard could that be to figure out? Pull some fuses and identify the source, right? Not so easy. Devin stuck with the diagnosis and did all the legwork trying to isolate LIN Bus devices that could be causing all the modules in the vehicle to stay awake. No codes were setting and everything in the vehicle worked. Finally, it came down to the Power Mode Master, the BCM, or it’s surrogate, the SDGM. Ultimately, the SDGM corrected the concern. Devin showed great dedication to repairing this vehicle and never got frustrated. Devin is to be applauded for his professionalism, competence, patience and for all he has achieved in such a short amount of time. Keep up the great work, Devin!
Technician: Eric Cisco
Dealership: Casey Chevrolet, Newport News, Virginia
FSE: Jon Ewing
Service Excellence:
Eric is an exceptional technician whose dedication and work ethic truly sets him apart. Always eager to learn, Eric approaches each task with a positive attitude and a willingness to expand his skills. Eric is consistently helpful, going above and beyond to ensure everything runs smoothly.
Recently, on a case with an electric vehicle that had a loss of isolation in the battery, it was proving to be a challenge to find a willing technician and dealership to help isolate and diagnose the high-voltage battery — until reaching out to Eric. He did not hesitate to help and quickly had the vehicle isolated at his dealership. Eric performed all the necessary checks and replaced the battery quickly to get the vehicle back on the road. Eric’s great attitude and eagerness to help demonstrate his “Its On Me” behavior. Thank you, Eric, and keep up the great work!
Technician: Ken Stewart
Dealership: Gastonia Chevrolet Buick GMC Cadillac, Lowell, North Carolina
FSE: Greg Zorn
Service Excellence:
Ken is a hard worker who always looks to repair the vehicle correctly the first time. He is very knowledgeable and works to understand how a system operates to help diagnose vehicles properly. Ken is always willing to go the extra mile to make sure the customer is taken care of.
Recently, Ken worked on a case involving a 2024 Silverado EV with a faulty RESS. Ken worked to get the job completed quickly and, when moisture was found in the pack, he was essential in getting things set up so our FSE team could perform battery debussing and make the RESS stable to ship. Ken went above and beyond, even postponing some time off, to make sure the team had everything needed to complete the stable-to-ship repair quickly and effectively.
Technician: Mark Pierson
Dealership: Patrick Cadillac, Schaumburg, Illinois
FSE: Michael Campbell
Service Excellence:
Mark is a consummate professional. He’s a role model in the shop and always has time to help his fellow technicians. He has completed 100% of his GM training. He also is the shop’s primary EV technician in addition to shouldering the roles of dispatcher and shop foreman.
When working with Mark, he always remains completely engaged in the diagnosis and repair of the vehicle and offers theories and suggestions for things to try. Working on several cases at the dealership over the years, Mark has either been the assigned technician or has been heavily involved helping the assigned technician. He displays the behaviors and knowledge needed to be successful, and that’s always been impressive.
Technician: John Morley
Dealership: W-K Chevrolet, Sedalia, Missouri
FSE: Bradley Hall
Service Excellence:
John Morley deserves to be recognized for his exceptional attitude and knowledge. John is a long-standing GM technician who will do whatever is required to resolve a customer concern.
John recently worked on an incredibly difficult case with a hybrid Malibu. The vehicle had a very intermittent concern that routinely took 200-300 miles to duplicate. Through long and tedious diagnostics that lacked clear direction or failures, John was always willing to drop everything and help. Solving this issue included many long drives, in-depth electrical diagnosis and major engine work. John’s focus through the whole experience was to get the car fixed and returned to the customer. The most telling example of John’s excellent abilities is that he replaced the correct part the first time, yet the replacement part also had the same failure mode as the original. This is a testament to how spot on his knowledge is.
– Thanks to Hank Poelman
