GM recently conducted its inaugural Field Service Engineer (FSE) Clinics with two key dealer partners—Al Jomaih Automotive in Dammam, Saudi Arabia, and Al Ghandi Auto in Dubai, United Arab Emirates, delivering measurable value, aligning with GM’s regional strategy of empowering dealerships and advancing service excellence.

The FSE Clinic initiative was launched last year at the GM Customer Care and Aftersales Conference and is designed to strengthen collaboration between GM’s field service engineers and dealer Technical Assistance Center (TAC) teams throughout the region.

Strategically developed to elevate customer satisfaction and improve Fix It Right First Time (FIRFT) performance, the FSE Clinic provides a focused, hands-on platform for diagnosing and resolving complex vehicle issues while building dealer technical capabilities.

Key Impacts of the FSE Clinic Initiative Include:

• Enhanced Customer Satisfaction: On-site support and real-time coaching allow dealers to resolve issues quickly and accurately, minimizing customer inconvenience.
• FIRFT Excellence: By identifying root causes and implementing sustainable solutions, the clinics reinforce GM’s commitment to fixing issues correctly on the first visit.
• Faster Resolution of Complex TAC Cases: Joint diagnostics and issue reviews accelerate repair timelines and reduce vehicle downtime.
• Stronger Technical Alignment: The initiative fosters direct engagement between FSEs and TAC contacts, improving collaboration and technical consistency.
• Knowledge and Best Practice Sharing: Clinics offer a valuable forum for exchanging the latest diagnostic techniques, service methodologies, and real-world insights.

Rani Salahat, General Manager of Service Operations, emphasized the importance of the initiative: “At General Motors, our focus is clear—empowering our dealer network to deliver world-class service and ensure customer satisfaction at every touchpoint. The FSE Clinic initiative exemplifies our commitment to FIRFT and gives our technical teams the tools, guidance, and support they need to exceed expectations. It’s about solving problems faster, smarter, and together.”

Feedback from participating dealers has been overwhelmingly positive, with both Al Jomaih Automotive and Al Ghandi Auto acknowledging the clinics as instrumental in advancing technical capabilities and strengthening GM’s customer-first approach.

The FSE Clinic initiative represents a significant milestone in GM’s ongoing efforts to evolve its service delivery model, supporting dealer success, elevating technical performance, and reinforcing the company’s long-standing commitment to customer satisfaction.