Escalation Team - Advisor
Core
Provide live and remote escalation support to TAC Consultants and GM dealers for complex vehicle diagnosis and repair guidance.
Role type
Senior Technical Advisor (Automotive Escalation)
Builds
Service information bulletins, case-closing resolutions, and product issue feedback for Engineering and Quality.
Domain
Automotive after-sales / Technical Support
Required skills
Automotive technician experience, ASE certifications, knowledge of electrical/safety/powertrain/chassis systems, decision-making, problem-solving
Preferred skills
Master ASE Certification, proficiency with GM internal tools (SI, GWM, Salesforce, QIS, PRTS), cross-functional collaboration
Technologies
Salesforce, OneCRM, CXConnect, Microsoft Office, QIS, PRTS, VIS, Global Connect
Responsibilities
Diagnose and resolve complex vehicle concerns, partner with Brand Quality and Engineering on product issues, create and publish service bulletins, serve as single point of contact for assigned technical support areas, develop plans leveraging established procedures.
Seniority
Senior, hands-on IC