Description

Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time.

The Role:

This role focuses on managing field service operations and dealer performance, ensuring adherence to service and warranty standards while driving customer satisfaction and operational excellence. It involves overseeing technical support, resolving product and quality issues, and coordinating with internal teams and dealers to ensure timely and effective solutions.

What You'll Do:

Field Service Operations

Manage service and field operations for assigned dealers, driving network excellence in line with corporate standards.
Ensure the implementation of GM service & warranty standards across the area of responsibility.
Approve and control warranty transactions targeting customer satisfaction and reduced vehicle repurchases and warranty expense.
Diagnose and direct repairs on customer vehicles to reduce repurchases and minimize warranty expense.
Manage Customer Requests for Assistance (CRA) within targeted timeframes, ensuring satisfactory closure.
Develop dealers' business plans and track KPIs for continuous improvement.
Lead continuous improvement in service processes to support CSI improvements.
Ensure the implementation of service remedies, field actions, and recall campaigns across the dealer network.
Evaluate the technical capabilities of service outlet staff and recommend targeted training plans.

TAC & Product Quality

Serve as the 1st line TAC support for product concerns for Egypt & North Africa dealers.
Oversee all TAC systems administration and ensure all network TAC tickets are handled in a timely manner.
Dispatch service bulletins to all dealer networks.
Handle returned parts for WPAC & CPIP and manage the returns sales process and vehicle repair inside the plant.
Resolve customer product quality concerns by collaborating with source plants (GM Egypt, suppliers, Isuzu, IMIT, and SGMW).
Identify and escalate significant product issues to ensure timely resolution and keep dealers informed.
Report product and customer concerns to quality and source plants; support field teams in SFI & CPA investigations.
Take the voice of customers to the relevant functions to improve customer-related issues and drive product/process improvements.
Communicate product failures and follow up on resolution.

Your Skills & Abilities (Required Qualification)

Educational and Experience Background:

Bachelor's degree in Automotive Technology, Engineering, or a related field.
Minimum 7 years of experience in automotive field service or technical support management.

Qualifications:

Demonstrated expertise in utilizing Data Bus Diagnostic Tools and Pico Scope for advanced vehicle diagnostics.
Strong understanding of dealership operations and service processes.
Proven experience in managing and analyzing Field Product Reports.
Familiarity with the PI Bulletin Process and its application in automotive service.
Experience with dispute resolution processes, including a working knowledge of Better Business Bureau Arbitration standards.
Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
Excellent leadership, communication, and interpersonal skills.

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.

Total Rewards | 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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