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Field Service & Technical Support Manager

  • Localização
    • Giza
  • Tipo de trabalho Full time
  • Postou
  • Job Requisition JR-202608585

Descrição

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.

Informações sobre diversidade

A General Motors está comprometida em ser um local de trabalho que não só é livre de discriminação ilegal, como estimula verdadeiramente a inclusão e integração. Acreditamos enfaticamente que a diversidade na força de trabalho cria um ambiente no qual nossos colaboradores podem crescer e desenvolver melhores produtos para nossos clientes. Incentivamos os candidatos interessados a analisar as principais responsabilidades e qualificações de cada função e a se candidatar a qualquer cargo que corresponda a suas habilidades e capacidades. Os candidatos no processo de recrutamento podem, quando aplicável, ser solicitados a concluir com sucesso uma ou mais avaliações relacionadas à função e/ou uma seleção pré-emprego antes de iniciar o emprego.  Para saber mais, acesse Como contratamos.

Declaração de Igualdade de Oportunidades de Emprego (EUA)

A General Motors tem orgulho de ser um empregador que oferece oportunidades iguais.  Todos os candidatos qualificados serão considerados para o emprego, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, origem nacional, deficiência ou status como veterano protegido. 

Adaptações (EUA e Canadá)

A General Motors oferece oportunidades a todos os candidatos a emprego, incluindo pessoas com deficiências. Se você precisa de uma adaptação razoável para ajudá-lo na sua pesquisa de cargos ou solicitação de emprego, fale conosco pelo e-mail [email protected] ou pelo telefone 800-865-7580. No seu e-mail, inclua uma descrição da adaptação específica que você está solicitando assim como o nome do cargo e o número de requisição do cargo ao qual está se candidatando.