Escalation Team – Advisor

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

AutomotiveIndustries

Requirements

Candidates must possess a high school diploma with over 10 years of automotive technician experience or an equivalent combination of education and experience. A minimum of two current ASE Certifications is required, along with a strong understanding of GM internal systems such as QIS, PRTS, Siebel, VIS, Global Connect, Oracle, and Salesforce/OneCRM/CXConnect. Proficiency in MS Office products and excellent oral and written communication, analytical, problem-solving, and organizational skills are essential. The role also requires customer focus, interpersonal skills, general knowledge of automotive systems, and the ability to work independently and collaboratively in a fast-paced, cross-functional environment.

Responsibilities

The Escalation Team Advisor will provide live and remote support to TAC Consultants for vehicle diagnosis and complex case ownership. Responsibilities include determining when to engage field service engineers based on escalation criteria, creating and sharing product issue resolutions, and providing feedback on service information. This role involves partnering with Brand Quality and Engineering to identify and resolve current and launch product issues, building a customer-centric operating model, and delivering presentations. The advisor will also manage and facilitate a single point of contact for technical support across various business units, field personnel, and executive leadership, exercising decision-making skills to propose solutions and develop new approaches.

Skills

Technical Support

Diagnosis

Problem Solving

Customer Service

Automotive Repair

Service Information

Engineering Support

Quality Assurance

Communication

Presentation Skills

General Motors

Designs, manufactures, and sells vehicles

About General Motors

General Motors designs, manufactures, and sells vehicles and vehicle parts, catering to individual consumers, businesses, and government entities. The company operates in both traditional internal combustion engine vehicles and the growing electric vehicle (EV) market, generating revenue through vehicle sales and financing services. GM stands out from competitors with its commitment to community service, sustainability, and diversity, as evidenced by a majority female Board of Directors. The company's goal is to balance traditional automotive manufacturing with technological advancements in electric and autonomous vehicles.

Detroit, MichiganHeadquarters

1908Year Founded

$486.7MTotal Funding

IPOCompany Stage

Automotive & Transportation, Financial ServicesIndustries

10,001+Employees