Senior TAC Escalation Team - Advisor

General Motors

1d•$69,900 - $107,300•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, independently manages complex or difficult cases, and uses expert knowledge of TAC ETA processes, diagnostic practices, and escalation workflows to drive case progression. 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 patterns, 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, Engineering, and cross-functional business partners 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, recommending process improvements, developing presentations, and communicating effectively with key partners and leadership 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 and the ability to anticipate customer and dealer impact.
Expert knowledge of TAC ETA processes and a strong understanding of major automotive systems, diagnostic practices, and escalation workflows.
Ability to maintain technical certifications.
Excellent oral and written communication skills, including the ability to adapt communication to the audience and present effectively to leadership and cross-functional partners.
Strong analytical, critical-thinking, and problem-solving skills with the ability to assess multiple factors, diagnostic information, and in-depth research.
Excellent organizational skills and the ability to manage priorities effectively.
Strong leadership presence with the ability to build credibility, align stakeholders, and drive decisions across multiple functions.
Proven ability to mentor, coach, and develop others in diagnostic approach, escalation handling, and problem resolution.
Ability to multitask in a fast-paced environment and work independently or collaboratively with team members to drive resolution.
Ability to balance tactical case support with strategic leadership responsibilities, including trend identification, process improvement, and organizational alignment.
Ability to work independently with minimal guidance and exercise judgment within defined procedures and broad guidelines.

Nice To Haves

Master ASE Certification
GM World Class Technician or equivalent
Degree in Automotive or Other Related Field
Proficiency with GM internal websites and tools including SI, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products
Proficiency with GM internal systems including QIS, PRTS, IVH, Global Connect

Responsibilities

Support TAC Advisors and escalation team members as needed to diagnose and resolve complex vehicle concerns.
Partner with Brand Quality, Engineering, and cross-functional teams to identify new and emerging product issues, define patterns, and escalate when appropriate.
Create and publish bulletins within Service Information and contribute clear product issue and resolution communication.
Serve as the single TAC point of contact for assigned areas of technical support across: All GCCX Business Units, Field Personnel including CAM, RVM, DMPS, and FSE, Executive Leadership.
Exercise sound independent judgment to assess issues, propose solutions to leadership, and determine the most appropriate course of action within established procedures and broad guidelines.
Build and maintain strong working relationships internally by exchanging relevant information with colleagues, supervisors, project leaders, and other professionals across the team and adjacent functions.
Develop and lead presentations to support issue identification, resolution, cross-functional alignment, and business decision-making.