Senior Issue Resolution Specialist, Vehicle Electronics & Software Execution

GM • Milford, MI

25d • Onsite

About The Position

As a Senior Issue Resolution Specialist within GM’s Vehicle Electronics & Software Execution organization, you’ll play a critical role in protecting the customer experience. You’ll be the point person ensuring that high‑visibility, customer‑facing issues are quickly identified, accurately diagnosed, and driven to closure. You’ll partner closely with ECU teams across GM, working with TAC (Technical Assistance Center), Field Service Engineering, Brand Quality, Program Quality, and others to understand what customers and technicians are seeing in the field. You’ll also leverage fleet data, including OnStar insights, to proactively uncover emerging issues before they scale. You’ll use CTF (Captured Test Fleet) vehicles, development vehicles, and field feedback to reproduce issues, validate fixes, and ensure robust diagnostic strategies. In this role, you’ll also mentor newer team members and help scale our issue‑resolution capability as the number of vehicle programs continues to grow. This is a high-impact, hands-on role for someone who thrives in fast-paced launch environments and loves rolling up their sleeves to solve complex technical problems.

Requirements

• BS in Engineering or 8+ years of equivalent hands-on technical experience
• 5+ years of proven in-vehicle troubleshooting, diagnostics, or issue-resolution experience
• Strong understanding of vehicle electrical architecture, distributed control systems, and serial data (CAN, LIN, Ethernet)
• Ability to anticipate launch needs and prepare cross-functional teams for field-facing challenges.
• Experience building or using Vehicle Spy scripts to support root-cause analysis
• Familiarity with cybersecurity considerations as they relate to vehicle electrical architecture
• Hands-on capability with ECU flashing, software updates, and hardware removal/installation
• High initiative and ability to work across multiple organizations to drive integration-level fixes
• Ability to legally operate a motor vehicle on a daily basis
• Ability to work onsite regularly at both the Milford and Warren facilities, with on-call availability during critical events or field escalations

Nice To Haves

• Experience diagnosing parasitic drain issues within vehicle electrical systems
• Familiarity with OTA reflash processes and troubleshooting
• Experience supporting telematics systems, data flows, or related components
• Background in software application/tool development, especially GM service tools
• Strong understanding of embedded software and controls

Responsibilities

• Lead triage of emerging TAC-reported issues and ensure cross-functional teams have the support needed, especially during new program launches.
• Mentor and coach Issue Resolution Specialists to strengthen triage, troubleshooting, and root-cause analysis skills.
• Acquire, analyze, and interpret data logs to identify root causes for pre-production and field issues.
• Own issues from discovery through closure – ensuring timely fixes, communication, and cross-functional alignment.
• Validate that critical fixes are included in Over-the-Air (OTA) campaigns and enable rapid VeSCoM releases to mitigate issues before campaigns go live.
• Collaborate with ECU teams to strengthen diagnostic readiness on Vehicle Electronics & Software Execution programs.
• Develop training materials and guidance for Field Service Engineers.
• Build Vehicle Spy scripts that enable accurate, consistent data capture in the field.
• Travel as needed to support launches and emerging field issues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees