설명
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
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Manage service and field operations for assigned dealers, driving network excellence in line with corporate standards.
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Ensure the implementation of GM service & warranty standards across the area of responsibility.
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Approve and control warranty transactions targeting customer satisfaction and reduced vehicle repurchases and warranty expense.
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Diagnose and direct repairs on customer vehicles to reduce repurchases and minimize warranty expense.
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Manage Customer Requests for Assistance (CRA) within targeted timeframes, ensuring satisfactory closure.
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Develop dealers' business plans and track KPIs for continuous improvement.
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Lead continuous improvement in service processes to support CSI improvements.
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Ensure the implementation of service remedies, field actions, and recall campaigns across the dealer network.
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Evaluate the technical capabilities of service outlet staff and recommend targeted training plans.
TAC & Product Quality
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Serve as the 1st line TAC support for product concerns for Egypt & North Africa dealers.
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Oversee all TAC systems administration and ensure all network TAC tickets are handled in a timely manner.
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Dispatch service bulletins to all dealer networks.
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Handle returned parts for WPAC & CPIP and manage the returns sales process and vehicle repair inside the plant.
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Resolve customer product quality concerns by collaborating with source plants (GM Egypt, suppliers, Isuzu, IMIT, and SGMW).
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Identify and escalate significant product issues to ensure timely resolution and keep dealers informed.
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Report product and customer concerns to quality and source plants; support field teams in SFI & CPA investigations.
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Take the voice of customers to the relevant functions to improve customer-related issues and drive product/process improvements.
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Communicate product failures and follow up on resolution.
Your Skills & Abilities (Required Qualification)
Educational and Experience Background:
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Bachelor's degree in Automotive Technology, Engineering, or a related field.
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Minimum 7 years of experience in automotive field service or technical support management.
Qualifications:
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Demonstrated expertise in utilizing Data Bus Diagnostic Tools and Pico Scope for advanced vehicle diagnostics.
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Strong understanding of dealership operations and service processes.
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Proven experience in managing and analyzing Field Product Reports.
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Familiarity with the PI Bulletin Process and its application in automotive service.
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Experience with dispute resolution processes, including a working knowledge of Better Business Bureau Arbitration standards.
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Proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
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Excellent leadership, communication, and interpersonal skills.
다양성 정보
General Motors는 법적으로 금지된 차별을 배제하는 것은 물론 포용성과 소속감을 진정으로 장려하는 직장이 되기 위해 노력하고 있습니다. 당사는 다양성이 보장되는 환경에서 직원들이 역량을 발휘하고 우리 고객을 위한 더 좋은 제품을 개발할 수 있다고 믿습니다. 따라서 입사에 관심 있는 사람이 있다면 포지션별 주요 업무와 자격을 확인하고 본인이 보유한 기술과 능력에 부합하는 모든 포지션에 적극적으로 지원하기를 장려합니다. 지원자는 채용 과정에서 역할 관련 평가(해당하는 경우) 및/또는 채용 전 스크리닝을 통과해야 합니다. 자세한 정보는 GM 채용 과정 안내를 참고하십시오.
공평한 취업 기회 선언 (미국)
General Motors는 공평한 기회를 제공하는 고용주임을 자부합니다. 자격을 만족하는 지원자는 인종과 피부색, 성별, 성적 지향, 성별 정체성, 국적, 장애, 재향 군인 보호법 적용 여부와 상관없이 채용 후보로서 심사를 받습니다.
숙소 (미국 및 캐나다)
General Motors는 장애인을 포함한 모든 구직자들에게 취업 기회를 제공합니다. 구직이나 취업 지원에 도움이 되는 합리적인 숙소가 필요한 경우 [email protected]으로 이메일을 보내시거나 800-865-7580으로 전화주십시오. 이메일에, 귀하가 요청하는 특정한 숙소에 대한 설명과 귀하가 지원하는 직무와 채용 요청서 번호를 포함해주세요.