Escalation Team – Advisor

Descripción

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.

• Excellent oral and written communication skills.

• Strong analytical and problem-solving skills.

• Excellent organizational skills.

• 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.

• Ability to identify unique situations and escalate appropriately.

• Ability to work independently with minimal guidance.

What Gives You a Competitive Edge (Preferred Qualifications)

• Master ASE Certification

• Proficiency with GM internal websites and tools including SI, GMA, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products

• Proficiency with GM internal systems including QIS, PRTS, VIS, Global Connect

Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate.
      • The salary range for this role is $52,400 - $80,200. The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
      • Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
Benefits:
      • Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

#LI-JT2

GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

Este puesto se desempeña remotamente, pero si el candidato seleccionado vive dentro de un radio específico de una milla de un centro de GM, deberá presentarse en el lugar tres veces por semana {o con otra frecuencia indicada por su líder}.

El candidato seleccionado deberá viajar menos del 25 % del tiempo para este puesto.

Este puesto no es elegible para beneficios de reubicación. Los posibles costos de relocalización serán responsabilidad del candidato seleccionado.

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.