Escalation Team - Advisor

Job Description

Job Description

The Role:

The Technical Assistance Center (TAC) exists to support dealers with diagnostic and repair guidance so we can achieve our goal of fixing it right the first time and delivering a positive customer experience. TAC also plays a critical role in ensuring that business intelligence generated through case activity is shared with Engineering and Quality, so product issues are identified, communicated, and addressed.

The TAC Escalation Team (E-Team) Consultant provides live and remote support to other TAC Consultants and GM dealer personnel to assist with vehicle diagnosis and takes direct ownership of complex or difficult cases. This role determines when to engage a Field Service Engineer (FSE) based on vehicle issues, predefined escalation criteria, and requests from field personnel. In addition, E-Team members are responsible for identifying, creating, and sharing product issues and resolutions, including service information feedback, preliminary service information, and case-closing resolutions.

This role partners closely with Brand Quality and Engineering to identify and resolve current and launch-related product issues. The E-Team Consultant also supports the organization in building a customer-centric operating model, developing presentations, and communicating effectively with key partners while maintaining efficiency in a fast-paced, rapidly changing environment.

What You'll Do

• Support TAC Advisors as needed to diagnose and resolve vehicle concerns.
• Partner with Brand Quality and Engineering to identify new and emerging product issues.
• Create and publish bulletins within Service Information.
• Serve as the single TAC point of contact for assigned areas of technical support across:
  • All GCCX Business Units
  • Field Personnel including CAMs, RVMs, and FSEs
  • Executive Leadership
• Exercise sound decision-making skills to propose solutions to leadership and develop plans that leverage established procedures while creating new solutions when needed.
• Build and maintain strong working relationships internally by exchanging relevant information with colleagues, supervisors, project leaders, and other professionals across the team.
• Create and deliver presentations to support issue identification, resolution, and cross-functional alignment.

Your Skills & Abilities (Required Qualifications)

• High school diploma with 10+ years of automotive technician experience, or an equivalent combination of education and automotive technician experience.
• Minimum of 4 current ASE Certifications.
• Customer-focused mindset with strong interpersonal skills.
• General knowledge of major automotive systems, including electrical, safety systems, restraints, powertrains, transmissions, and chassis components.
• Ability to maintain technical certifications.

What Gives You a Competitive Edge (Preferred Qualifications)

• Master ASE Certification
• Proficiency with GM internal websites and tools including SI, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products
• Proficiency with GM internal systems including QIS, PRTS, VIS, Global Connect
• Excellent oral and written communication skills.
• Strong analytical and problem-solving skills.
• Excellent organizational skills.
• Ability to identify unique situations and escalate appropriately.
• Ability to work independently with minimal guidance.
• Ability and willingness to work in a cross-functional, team-focused environment.
• Ability to multitask in a fast-paced environment and work independently or collaboratively with team members.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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