Technical Assistance (TAC) Escalation Team Leader

Description

This role is categorized as hybrid. This means the successful candidate is expected to report to [Saginaw or Warren, MI] three times a week, at minimum [or other frequency dictated by the business].

The Role
The TAC Escalation Team (E-Team) Team Lead is responsible for the day-to-day operations of their team as defined by the TAC Business Unit. Recognizes and recommends operational improvements to increase agent performance. Coaching, counseling, and motivating their team. Conducts performance reviews. Accomplishes team results by communicating job expectations. Other tasks and duties as assigned by the leadership team. 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.

What You'll Do

Achieve performance goals through CAP objective development and employee reviews.

Provide monthly performance updates (TAC Dashboard).

Host operational and performance review meetings with management.

Serve as the primary contact for Escalation team members.

Analyze data on TAC operations and generate management reports.

Assist ETA’s with complex cases requiring additional intervention.

Train and manage ETA’s, coordinating training on new product features and techniques.

Review cases for quality and timeliness, providing coaching as needed. Performing quality audits to ensure accuracy and timeliness.

Relationship building and fostering cross-functional relationships to drive business

Manage expense reports and procure necessary tools for Escalation Team operations.

Creation and analysis of management reports to measure effectiveness of team members

Identification of operational inefficiencies/issues and implementation of solutions

Your Skills & Abilities (Required Qualifications)

Proven leadership experience in managing a team.

Demonstrated ability to work independently on driving team results

3-5+ years of hands-on experience in an Automotive Dealership Service Department or equivalent vehicle diagnostics and repair.

2+ Current ASE Certification(s) in field of expertise or two-year technical degree

Proficient in MS Office applications (Word, PowerPoint, Excel, Outlook).

Strong ability to manage, resolve, document, and close issues promptly while maintaining relationships.

Track record of maintaining high customer/dealer satisfaction.

Experience in creating and delivering specialized training autonomously.

General knowledge of all automotive systems (restraints, powertrains, transmissions, chassis components, etc.) Proven SME in multiple skill sets

Ability to multi-task in a busy environment and work independently or with other team members

Ability to identify unique situations and escalate accordingly

Mechanical and troubleshooting skills and ability to operate electronic diagnostic equipment

Ability to learn new technology, repair and service procedures and specifications

Excellent customer service skills and basic computer competencies

Positive, friendly attitude, along with an eagerness to improve

What Will Give You a Competitive Edge (Preferred Qualifications)

Associate or bachelor’s degree in engineering or automotive technology

Current certifications in the following Automotive Service Excellence (ASE) Tests:

A1-A9, plus Master Technician certification

T1-T8, plus Master Technician certification

L1-L4 certification

Knowledge of LAN/WAN IT infrastructure, GM vehicle control systems, including controller area networks, GM LAN, Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.), Pico Scope and other diagnostic tools

Proficient with GM internal websites and tools including Salesforce (CX Connect/OneCRM), GMA and GWM

Knowledge of GM Global Connect Service Applications, GM Service Training College (GM STC) training web site and applications

Proficient in QIS, PRTS, Salesforce (CX Connect/OneCRM), VIS, Global Connect, and Oracle.

#LI-AP1

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., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)

This role is categorized as hybrid. This means the selected candidate is expected to report to a specific location at least 3 times a week {or other frequency dictated by their manager}.

The selected candidate will be required to travel <25% for this role.

This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

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.

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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

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