Regional Service Specialist

General Motors

1d•Remote

About The Position

The Regional Service Specialist serves as the primary liaison between Regional CCA leadership, brand subject matter experts, Service Operations, and internal work groups, acting as the key expert on service operations across the region. This role focuses heavily on emerging EV technologies and industry trends, dealer tools and equipment, technician training for both EV and ICE, and battery performance. This position does not require the employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships on a recurring basis. The territory covers the Western Region/Market. The selected candidate must either currently reside in Phoenix, Arizona or within a 50-mile radius, or be willing to relocate to this area (within 50 miles).

Requirements

Bachelor’s degree or equivalent experience.
3+ years of experience guiding and improving dealership fixed operations.
Proficient automotive technical knowledge and business acumen including service operations and customer experience.
Proficient knowledge of dealership service and parts operations.
Effective communication skills, public presentation/storytelling (both development and delivery of presentations).
Ability to work autonomously through effective time management and prioritization.
End-to-end process management and project management.
Requires up to 50% travel
The selected candidate will be required to travel at least 50% or more on a frequent basis.
This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review.

Responsibilities

Primary lead between Regional CCA leadership staff, Brand SMEs, CCA Service Operations and internal work groups.
Serve as the SME for the Regional CCA Field Team on a variety of service operations matters including: Emerging EV technologies (i.e. bi-directional charging) and industry trends. Global dealer network with tools and equipment. Technician training EV and ICE compliance (STS training improvement). Battery State of Charge Performance.
Monitor number of vehicles delivered with an open safety or non-compliance recall, recall completion and PDI debit reduction.
Focus point for regional Thermal Runaway Propagation (TRP) alerts.
Implement strategies to support GM and brand-specific programs related to servicing EVs (e.g. battery reman processes and logistics, CCS to NCS charger transition).
Champion ad-hoc service operations projects as determined by leadership.
Responsible for communication of regional performance on service operations metrics.
Implement effective countermeasures to overcome regional headwinds impacting role KPIs.
KPIs: NPS, field actions completed on the service lane, and growing our GM technician base.

Benefits

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
An incentive pay program offers payouts based on company performance, job level, and individual performance.
This job may be eligible for relocation benefits.