- Provide third level, on-site support to resolve automotive technical and Techline issues as escalated through processes in place at the GM Technical Assistance Center and the FSE Dispatch Center. Respond promptly to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations
- Maintain a close working relationship with GM District Managers-Aftersales (DM-A), the Regional CAM and BRSM to review vehicles in repurchase jeopardy and seek creative ways to avoid buy-back.
- Work closely with the GM Business Resource Center (BRC) to respond to customers in your area that have contacted Customer Assistance asking for a repurchase of their vehicle
- Utilize GM’s analytic tools and supporting data to address high repurchase potential vehicles in your assigned area and assist dealers quickly when one of these high-risk vehicles shows up at a dealer in your area.
- Review dealer comeback process on every dealer contact to determine if it meets GM’s requirements
- Help implement a comeback prevention process for each dealer that does not have a robust process in place. Work with the GM Regional team when help is needed to persuade dealers to implement changes.
- Review current Preliminary Information (PI) and Service bulletins for known vehicle concerns with Dealer service personnel
- Drive new PI’s and bulletins by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information
- Conduct ad-hoc in-Dealership training sessions, which can include technical information, diagnostic techniques, the use of Techline tools and applications, as well as, other diagnostic tools and equipment when the dealer’s deficiencies in these areas are causing ineffective repairs, comebacks and buybacks.
- Take ownership of Dealer concerns and use effective problem resolution skills
- Report on Dealership’s “State of Health” relative to overall service readiness
- Assist the Dealer in Technician recruitment and retention by reviewing “Technician Pipeline” options with Dealer Service Management
Develop and maintain strong relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM Engineering community with a focus on product quality improvements and minimizing potential repurchases. Represent GM as the primary resource and spokesperson in the field for automotive technical and Techline product information
- Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering as processed through the TAC and FSE Dispatch Center escalation process.
- Provide feedback in the form of Field Product Reports (FPRs) to Vehicle/Powertrain Brand Quality Managers and GM Engineering
- Provide support for Better Business Bureau (BBB) arbitration hearings and legal cases, such as “lemon law” law suits, to protect GM interests
- Provide warranty waste reduction suggestions to FSE Leadership and the BQM Team
USA Field Assignment, based out of their home office to travel to assigned cases at GM dealers. There are currently several open locations across the continental US.
Additional Job Description
100% USA Geographic mobility is a requirement for this and all future moves in the field.
- Extensive hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.
- Knowledge and experience with GM Essential Service tools
- State Automotive Technician Certifications as required by state/local law (if relocated certified in new State within one month).
- Possession of a valid driver’s license and a clean driving record
- User of MS Office applications: Word, PowerPoint, Excel, Outlook (or equivalent e-mail/calendar app).
- Ability to manage, resolve, document, and close dispatched cases in the required timeframe.
- Ability to build and maintain customer relationships with Dealership management teams with focus on the Dealership Service department
- Ability to work with minimal direction and be responsible for self-training to maintain and increase skills
- Excellent communication skills and time management to successfully prioritize and deliver critical services. Self-motivated with a proactive approach to meeting and exceeding customer expectations.
- 5 or more years hands-on Automotive Dealership Service Department or equivalent vehicle diagnostic and repair experience.
- Vocational Degree, Technical Degree, Associates Degree or bachelor’s degree
- Proficient user of Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.)
- Proficient user of Pico Scope
- Experience in customer handling, support, sales, administrative, computer or other business skills applicable to the specific needs of the FSE position
- Computer hardware set-up, internet and wireless communications experience
- Certified in the following Automotive Service Excellence (ASE) Tests and recertification at the required intervals:
- A1-A9 plus Master Technician certification
- B2-B5, plus Master Technician certification
- T1-T8, plus Master Technician certification
- L1, L2 and L3
- Knowledge of GM Global Connect Service Applications
- Knowledge of GM Service Training College (GM STC) training web site and applications
- Extensive knowledge of GM vehicle control systems, including controller area networks, GM LAN, etc.
- Completion of GM Service Training requirements including achieving GM Master Technician in one or more GM STC Training paths.
- GM World Class Technician credentials
- Ability to create and provide specialized technical training