Escalation Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver live and remote assistance to TAC Consultants and GM dealership staff for vehicle diagnostics.

• Take full responsibility for challenging or intricate cases.

• Assess when to involve Field Service Engineers based on vehicle problems, escalation benchmarks, and field requests.

• Recognize, formulate, and disseminate product issues and solutions, which include service information feedback, initial service information, and resolutions for case closures.

• Assist TAC Advisors in diagnosing and addressing vehicle issues.

• Collaborate with Brand Quality and Engineering to pinpoint new and emerging product challenges.

• Develop and distribute bulletins within Service Information.

• Act as the sole TAC contact for designated technical support areas across all GCCX Business Units, field personnel, and executive management.

• Suggest solutions to management and formulate plans using established protocols and innovative approaches.

• Establish and nurture internal working relationships across various teams.

• Create and present materials that support issue recognition, resolution, and cross-departmental alignment.

• Uphold GM's customer-centric operational model in a dynamic and fast-evolving environment.

⛳️ Requirements

• High school diploma combined with over 10 years of experience as an automotive technician, or an equivalent mix of education and automotive experience.

• At least 4 current ASE Certifications.

• A customer-oriented mindset with excellent interpersonal capabilities.

• General understanding of key automotive systems, such as electrical, safety systems, restraints, powertrains, transmissions, and chassis components.

• Capability to maintain technical certifications.

• Master ASE Certification is preferred.

• Familiarity with GM internal websites and tools, including SI, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products is preferred.

• Experience with GM internal systems like QIS, PRTS, VIS, and Global Connect is preferred.

• Exceptional oral and written communication abilities are preferred.

• Strong analytical and problem-solving skills are preferred.

• Outstanding organizational skills are preferred.

• Capability to identify unique scenarios and escalate them appropriately is preferred.

• Ability to work independently with minimal supervision is preferred.

• Willingness to collaborate in a cross-functional, team-oriented environment is preferred.

• Capacity to multitask in a fast-paced setting and work autonomously or alongside team members is preferred.

• Candidates may need to successfully complete role-related assessments and/or pre-employment screenings.

🏝️ Benefits

• Resources for Benefits and Total Rewards to support employee well-being both at work and home.

• An inclusive workplace dedicated to fostering belonging and employee growth.

• Reasonable accommodations available for applicants with disabilities.