Escalation Team – Advisor
Job Description
Remote OR Hybrid: This role is based remotely but if you live within a 50-mile radius of Atlanta, Austin, Detroit or Warren, you are expected to report to that location three times a week, at a minimum.
Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
The Role:
The Technical Assistance Centers (TAC) objective is to provide information and assist dealers with diagnosing repair issues to meet our goal of “fixing it right the first time” resulting in a positive customer experience. In addition, TAC plays a crucial role making sure the business intelligence generated from TAC is provided to Engineering and Quality to ensure product issues are known and addressed.
The TAC Escalation Team (E-Team) Consultant is responsible for live and remote support of TAC Consultants to assist in diagnosis as well as direct ownership of complex/difficult cases. The E-Team Consultant will determine when to engage a field service engineer based on vehicle issue, pre-defined escalation criteria and Field personnel requests. In addition, e-Team members are responsible for creating / sharing product issues and resolutions including: Service information feedback, preliminary Service information and case closing resolutions.
This role will partner with Brand Quality and Engineering on current and launch product issue identification and resolution. You will support the team in building our customer centric operating Model and create and deliver presentations. Partners with key partners. Maintains efficiency in rapidly changing environment.
What You'll Do (Responsibilities):
Support TAC Advisors as needed to diagnosis and fix vehicle concerns.
Work with Brand Quality and Engineering on new issues that are found. Create/publish bulletins in Service Information.
Manage, facilitate and provide a single point TAC contact for your area of technical support for the following: All GCCX Business Units, Field Personnel (CAMs, RVMs, and FSEs), and Executive Leadership.
Exercises decision-making skills sufficient to propose solutions to leadership and a plan for utilizing established procedures to create new solutions.
Develops stable working relationships internally exchanging standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team.
Additional Job Description
Yours Skills & Abilities (Required Qualifications):
High school diploma with 10+ years of automotive technician experience -OR- equivalent combination of education and automotive technician experience
Minimum of 2 current ASE Certifications
Understanding of GM internal systems like (QIS, PRTS, Siebel, VIS, Global Connect, Oracle and Salesforce/OneCRM/CXConnect.)
Customer focused & interpersonal skills.
General knowledge of most automotive systems (restraints, powertrains, transmissions, chassis components, etc.)
Maintain technical certifications.
Excellent oral and written communication skills.
Excellent analytical & problem-solving skills.
Excellent organizational skills.
Ability and willingness to work in a cross functional & team-focused work environment.
Ability to multi-task in a busy environment and work independently or with other team members.
Ability to identify unique situations and escalate accordingly.
Understanding of GM internal websites and tools including Siebel, GMA, GWM, Salesforce/OneCRM/CXConnect, and MS Office products.
Ability to work independently with minimal guidance.
What Can Give You a Competitive Edge (Preferred Qualifications):
Master ASE Certification
Proficient with GM internal websites and tools including Siebel, GMA, GWM, Salesforce/OneCRM/CXConnect, and MS Office products.
Proficient GM internal systems like (QIS, PRTS, Siebel, VIS, Global Connect, Oracle and Salesforce/OneCRM/CXConnect.)
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 compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
The expected base compensation for this role is ($51,600.00 - $79,000.00) USD Annually. 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: 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
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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
#LI-AP1
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Benefits Overview
From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards Resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.
About the job
Apply for this position
Escalation Team – Advisor
Job Description
Remote OR Hybrid: This role is based remotely but if you live within a 50-mile radius of Atlanta, Austin, Detroit or Warren, you are expected to report to that location three times a week, at a minimum.
Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
The Role:
The Technical Assistance Centers (TAC) objective is to provide information and assist dealers with diagnosing repair issues to meet our goal of “fixing it right the first time” resulting in a positive customer experience. In addition, TAC plays a crucial role making sure the business intelligence generated from TAC is provided to Engineering and Quality to ensure product issues are known and addressed.
The TAC Escalation Team (E-Team) Consultant is responsible for live and remote support of TAC Consultants to assist in diagnosis as well as direct ownership of complex/difficult cases. The E-Team Consultant will determine when to engage a field service engineer based on vehicle issue, pre-defined escalation criteria and Field personnel requests. In addition, e-Team members are responsible for creating / sharing product issues and resolutions including: Service information feedback, preliminary Service information and case closing resolutions.
This role will partner with Brand Quality and Engineering on current and launch product issue identification and resolution. You will support the team in building our customer centric operating Model and create and deliver presentations. Partners with key partners. Maintains efficiency in rapidly changing environment.
What You'll Do (Responsibilities):
Support TAC Advisors as needed to diagnosis and fix vehicle concerns.
Work with Brand Quality and Engineering on new issues that are found. Create/publish bulletins in Service Information.
Manage, facilitate and provide a single point TAC contact for your area of technical support for the following: All GCCX Business Units, Field Personnel (CAMs, RVMs, and FSEs), and Executive Leadership.
Exercises decision-making skills sufficient to propose solutions to leadership and a plan for utilizing established procedures to create new solutions.
Develops stable working relationships internally exchanging standard/basic information with colleagues and immediate supervisor, project leaders and other professionals in the team.
Additional Job Description
Yours Skills & Abilities (Required Qualifications):
High school diploma with 10+ years of automotive technician experience -OR- equivalent combination of education and automotive technician experience
Minimum of 2 current ASE Certifications
Understanding of GM internal systems like (QIS, PRTS, Siebel, VIS, Global Connect, Oracle and Salesforce/OneCRM/CXConnect.)
Customer focused & interpersonal skills.
General knowledge of most automotive systems (restraints, powertrains, transmissions, chassis components, etc.)
Maintain technical certifications.
Excellent oral and written communication skills.
Excellent analytical & problem-solving skills.
Excellent organizational skills.
Ability and willingness to work in a cross functional & team-focused work environment.
Ability to multi-task in a busy environment and work independently or with other team members.
Ability to identify unique situations and escalate accordingly.
Understanding of GM internal websites and tools including Siebel, GMA, GWM, Salesforce/OneCRM/CXConnect, and MS Office products.
Ability to work independently with minimal guidance.
What Can Give You a Competitive Edge (Preferred Qualifications):
Master ASE Certification
Proficient with GM internal websites and tools including Siebel, GMA, GWM, Salesforce/OneCRM/CXConnect, and MS Office products.
Proficient GM internal systems like (QIS, PRTS, Siebel, VIS, Global Connect, Oracle and Salesforce/OneCRM/CXConnect.)
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 compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
The expected base compensation for this role is ($51,600.00 - $79,000.00) USD Annually. 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: 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
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., H-1B, OPT, STEM OPT, CPT, TN, J-1, etc.)
#LI-AP1
About GM
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join Us
We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.
Benefits Overview
From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards Resources.
Non-Discrimination and Equal Employment Opportunities (U.S.)
General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.
All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.
We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.
Accommodations
General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.