Job Description

Service Centre & Authorised Repairer Support

• \\n

• Provide 1ST and 2nd level, on-site support to resolve automotive technical and Techline issues as escalated through existing processes and respond promptly to dispatch cases for vehicle concerns that may lead to \\xe2\\x80\\x9cvehicle down\\xe2\\x80\\x9d or potential \\xe2\\x80\\x9crepurchase\\xe2\\x80\\x9d situations.

  \\n

• Maintain a close working relationship with the GM Europe TAC to review vehicles in all levels of repair.

  \\n

• Work closely with the GM Europe Customer Call Center (CCC) to respond to customers that have contacted CCC for assistance with their vehicle.

  \\n

• Use GM\\xe2\\x80\\x99s analytic tools and supporting data to address vehicles in the assigned area and assist Service Centre\\xe2\\x80\\x99s quickly to resolve all vehicle technical issues.

  \\n

• Review Service Centre\\xe2\\x80\\x99s process on every Service Centre\\xe2\\x80\\x99s contact.

  \\n

• Help implement a comeback prevention process for each Service Centre\\xe2\\x80\\x99s in region.

  \\n

• Review current Preliminary Information (PI) and Service bulletins for known vehicle concerns with appropriate personnel.

  \\n

• Support GM ad-hoc in- Service Centre\\xe2\\x80\\x99s training sessions.

  \\n

• Take ownership of Service Centre\\xe2\\x80\\x99s concerns and use effective problem resolution skills.

  \\n

• Report on Service Centre\\xe2\\x80\\x99s \\xe2\\x80\\x9cState of Health\\xe2\\x80\\x9d relative to overall service readiness.

  \\n

• Assist the Service Centre\\xe2\\x80\\x99s in Technician recruitment and retention by reviewing \\xe2\\x80\\x9cTechnician Pipeline\\xe2\\x80\\x9d options with Service Centre\\xe2\\x80\\x99s Service Management.

  \\n

Wholesale Support

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• \\n

• Develop and maintain positive relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM CCA & 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 as required:

  \\n

• Drive new PI\\xe2\\x80\\x99s and bulletins for European requirements.

  \\n

• Monitor Warranty performance, review all escalated warranty claims and identify warranty waste opportunities.

  \\n

• Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering and provide feedback in agreed formats.

  \\n

• Provide support for arbitration hearings, legal cases and general suggestions to GM National Management and the BQM Team

  \\n

• Provide Brand Quality support for vehicles at Port of Entry and Regional Compounds.

  \\n

• Provide support for Technical Training as directed by GM National Management.

  \\n

• Support GM Field Action and Recall Process\\xe2\\x80\\x99s as directed by GM National Management.

  \\n

Customer Support

• \\n

• The RSA will support the GM Customer Call Centre (CCC) Operations, providing Face to Face contact with GM customers at either appointed Service Centre\\xe2\\x80\\x99s and/or customer recommended locations.

  \\n

• The RSA will perform on-site service, diagnostics, repairs and installation of GM accessories on customer vehicles as directed by GM Management.

  \\n

• Understand customer complaints, collect vehicle data, and consult with GM Management to enhance root cause analysis.

  \\n

• Inform and present in a clear and effective way products, features, and service to the final customers in accurate manner, via phone (Inbound-outbound), email or chat and in person.

  \\n

• Leverage customer data to suggest new products & services intentionally and proactively.

  \\n

• Assist in validating market launch procedures and assist in defining procedure and operation excellence.

  \\n

• Support ad hoc requests that drive business results, customer satisfaction and/or global alignment.

  \\n

• Work across the organization SMEs and service partners to deliver transparent and efficient customer experience.

  \\n

Service Centre & Authorised Repairer Support

• \\n

• Provide 1ST and 2nd level, on-site support to resolve automotive technical and Techline issues as escalated through existing processes and respond promptly to dispatch cases for vehicle concerns that may lead to \\xe2\\x80\\x9cvehicle down\\xe2\\x80\\x9d or potential \\xe2\\x80\\x9crepurchase\\xe2\\x80\\x9d situations.

  \\n

• Maintain a close working relationship with the GM Europe TAC to review vehicles in all levels of repair.

  \\n

• Work closely with the GM Europe Customer Call Center (CCC) to respond to customers that have contacted CCC for assistance with their vehicle.

  \\n

• Use GM\\xe2\\x80\\x99s analytic tools and supporting data to address vehicles in the assigned area and assist Service Centre\\xe2\\x80\\x99s quickly to resolve all vehicle technical issues.

  \\n

• Review Service Centre\\xe2\\x80\\x99s process on every Service Centre\\xe2\\x80\\x99s contact.

  \\n

• Help implement a comeback prevention process for each Service Centre\\xe2\\x80\\x99s in region.

  \\n

• Review current Preliminary Information (PI) and Service bulletins for known vehicle concerns with appropriate personnel.

  \\n

• Support GM ad-hoc in- Service Centre\\xe2\\x80\\x99s training sessions.

  \\n

• Take ownership of Service Centre\\xe2\\x80\\x99s concerns and use effective problem resolution skills.

  \\n

• Report on Service Centre\\xe2\\x80\\x99s \\xe2\\x80\\x9cState of Health\\xe2\\x80\\x9d relative to overall service readiness.

  \\n

• Assist the Service Centre\\xe2\\x80\\x99s in Technician recruitment and retention by reviewing \\xe2\\x80\\x9cTechnician Pipeline\\xe2\\x80\\x9d options with Service Centre\\xe2\\x80\\x99s Service Management.

  \\n

Wholesale Support

• \\n

• Develop and maintain positive relationships with GM National and Regional Management responsible for Service Operations and Vehicle/Powertrain Brand Quality, including the GM CCA & 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 as required:

  \\n

• Drive new PI\\xe2\\x80\\x99s and bulletins for European requirements.

  \\n

• Monitor Warranty performance, review all escalated warranty claims and identify warranty waste opportunities.

  \\n

• Attend to requests from GM wholesale personnel including Regional Service management, Vehicle/Powertrain Brand Quality, and Engineering and provide feedback in agreed formats.

  \\n

• Provide support for arbitration hearings, legal cases and general suggestions to GM National Management and the BQM Team

  \\n

• Provide Brand Quality support for vehicles at Port of Entry and Regional Compounds.

  \\n

• Provide support for Technical Training as directed by GM National Management.

  \\n

• Support GM Field Action and Recall Process\\xe2\\x80\\x99s as directed by GM National Management.

  \\n

Customer Support

• \\n

• The RSA will support the GM Customer Call Centre (CCC) Operations, providing Face to Face contact with GM customers at either appointed Service Centre\\xe2\\x80\\x99s and/or customer recommended locations.

  \\n

• The RSA will perform on-site service, diagnostics, repairs and installation of GM accessories on customer vehicles as directed by GM Management.

  \\n

• Understand customer complaints, collect vehicle data, and consult with GM Management to enhance root cause analysis.

  \\n

• Inform and present in a clear and effective way products, features, and service to the final customers in accurate manner, via phone (Inbound-outbound), email or chat and in person.

  \\n

• Leverage customer data to suggest new products & services intentionally and proactively.

  \\n

• Assist in validating market launch procedures and assist in defining procedure and operation excellence.

  \\n

• Support ad hoc requests that drive business results, customer satisfaction and/or global alignment.

  \\n

• Work across the organization SMEs and service partners to deliver transparent and efficient customer experience.

  \\n

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 aspire to be the most inclusive company in the world. We believe we all must make a choice every day \\xe2\\x80\\x93 individually and collectively \\xe2\\x80\\x93 to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.