Escalation Team – Advisor

General Motors

2d•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.