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Senior TAC Escalation Team - Advisor

  • Emplacement
    • Remote
  • Type d'emploi Full time
  • Posté
  • Job Requisition JR-202611758

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, independently manages complex or difficult cases, and uses expert knowledge of TAC ETA processes, diagnostic practices, and escalation workflows to drive case progression. 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 patterns, 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, Engineering, and cross-functional business partners 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, recommending process improvements, developing presentations, and communicating effectively with key partners and leadership while maintaining efficiency in a fast-paced, rapidly changing environment.

What You'll Do

  • Support TAC Advisors and escalation team members as needed to diagnose and resolve complex vehicle concerns.
  • Partner with Brand Quality, Engineering, and cross-functional teams to identify new and emerging product issues, define patterns, and escalate when appropriate.
  • Create and publish bulletins within Service Information and contribute clear product issue and resolution communication.
  • Serve as the single TAC point of contact for assigned areas of technical support across:
    • All GCCX Business Units
    • Field Personnel including CAM, RVM, DMPS, and FSE
    • Executive Leadership
  • Exercise sound independent judgment to assess issues, propose solutions to leadership, and determine the most appropriate course of action within established procedures and broad guidelines.
  • Build and maintain strong working relationships internally by exchanging relevant information with colleagues, supervisors, project leaders, and other professionals across the team and adjacent functions.
  • Develop and lead presentations to support issue identification, resolution, cross-functional alignment, and business decision-making.

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 and the ability to anticipate customer and dealer impact.
  • Expert knowledge of TAC ETA processes and a strong understanding of major automotive systems, diagnostic practices, and escalation workflows.
  • Ability to maintain technical certifications.
  • Excellent oral and written communication skills, including the ability to adapt communication to the audience and present effectively to leadership and cross-functional partners.
  • Strong analytical, critical-thinking, and problem-solving skills with the ability to assess multiple factors, diagnostic information, and in-depth research.
  • Excellent organizational skills and the ability to manage priorities effectively.
  • Strong leadership presence with the ability to build credibility, align stakeholders, and drive decisions across multiple functions.
  • Proven ability to mentor, coach, and develop others in diagnostic approach, escalation handling, and problem resolution.
  • Ability to multitask in a fast-paced environment and work independently or collaboratively with team members to drive resolution.
  • Ability to balance tactical case support with strategic leadership responsibilities, including trend identification, process improvement, and organizational alignment.
  • Ability to work independently with minimal guidance and exercise judgment within defined procedures and broad guidelines.

What Gives You a Competitive Edge (Preferred Qualifications)

  • Master ASE Certification
  • GM World Class Technician or equivalent
  • Degree in Automotive or Other Related Field
  • 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, IVH, 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 $69,900 - $107,300. 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.)

Ce poste est basé à distance, mais si le candidat sélectionné habite à une distance donnée d'un centre GM, il devra se rendre sur place trois fois par semaine {ou à une autre fréquence exigée par son responsable}.

Le candidat retenu devra voyager <25 % pour ce poste. 

Ce poste ne donne pas droit à des indemnités de déménagement. Les éventuels frais de déménagement seront à la charge du candidat retenu. 

Renseignements sur la diversité

General Motors est résolue à être un lieu de travail qui est non seulement exempt de discrimination illégale, mais aussi un endroit qui favorise véritablement l'inclusion et l'appartenance. Nous sommes convaincus que la diversité de la main-d'œuvre permet de créer un environnement dans lequel nos employés peuvent s'épanouir et développer de meilleurs produits pour nos clients. Nous encourageons les candidats intéressés à consulter les principales responsabilités et compétences requises pour chaque rôle et à postuler à tout poste qui leur correspond. Dans le cadre du processus de recrutement, les candidats peuvent devoir, le cas échéant, réussir une évaluation liée au poste ou une présélection d'emploi avant d'être embauchés.  Pour en savoir plus, consultez notre processus de recrutement.

Déclaration concernant l'égalité d'accès à l'emploi (É.-U.)

General Motors est fière d'être un employeur souscrivant au principe de l'égalité d'accès à l'emploi.  Tous les candidats qualifiés seront pris en compte, sans égard à la race, à la couleur, à la religion, au sexe, à l'orientation sexuelle, à l'identité de genre, à l'origine ethnique, aux situations de handicap ou au statut protégé d'ancien combattant. 

Aménagements (É.-U. et Canada)

General Motors offre des occasions à tous les chercheurs d'emploi, y compris les personnes handicapées. Si vous avez besoin d'un accommodement raisonnable pour vous aider dans votre recherche d'emploi ou la soumission de votre candidature, envoyez-nous un courriel à l'adresse [email protected] ou appelez-nous au 800 865-7580. Veuillez inclure dans votre courriel une description spécifique du type d'accommodement demandé, ainsi que le titre d'emploi et le numéro de demande du poste auquel vous postulez.