Field Service & Technical Support Manager

Descripción

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.

Información sobre diversidad

General Motors se compromete a ser un lugar de trabajo en el cual no solo no haya discriminación indebida, sino que fomente con sinceridad la inclusión y el sentido de pertenencia. Creemos firmemente que la diversidad del personal crea un entorno en el cual nuestros empleados pueden prosperar y desarrollar mejores productos para nuestros clientes. Instamos a los candidatos interesados a que revisen las responsabilidades y aptitudes clave para cada puesto y se postulen para los puestos que coincidan con sus habilidades y capacidades. Es posible que, cuando corresponda, se les pida a los solicitantes que están en el proceso de contratación que completen satisfactoriamente una o más evaluaciones relacionadas con su función y/o una evaluación previa al empleo antes de comenzar a trabajar.  Para obtener más información, visite Cómo contratamos.

Declaración de igualdad de oportunidades en el empleo (EE.UU.)

General Motors se enorgullece de ser un empleador que ofrece igualdad de oportunidades.  Todos los solicitantes calificados serán tenidos en cuenta para el empleo sin distinción de raza, color, religión, sexo, orientación sexual, identidad de género, nacionalidad, discapacidad o condición de veterano protegido. 

Adecuaciones (EE.UU. y Canadá)

General Motors ofrece oportunidades a todos los solicitantes de empleo, incluyendo las personas con discapacidades. Si necesita una adecuación razonable para ayudarle con su búsqueda o solicitud de empleo, envíenos un correo electrónico a [email protected] o llámenos al 800-865-7580. En su correo electrónico, incluya una descripción del puesto específico que está solicitando, así como el título del empleo y el número de solicitud del puesto que está solicitando.