General Motors LLC Escalation Team Consultant in Helena, Montana
Job Description Remote:This position does not require employee to be on-site full-time to perform most effectively. The employee'srole enables them to work off-site on a permanent basis. The Technical Assistance Centers (TAC) objective is to provide information and assist dealers with diagnosing repair issues to meet our goal of "fixing it right the first time" resulting in a positive customer experience. In addition, TAC plays a crucial role making sure the business intelligence generated from TAC is provided to Engineering and Quality to ensure product issues are known and addressed. The TAC Escalation Team (E-Team) Consultant is responsible for live and remote support of TAC Consultants to assist in diagnosis as well as direct ownership of complex/difficult cases. The E-Team Consultant will determine when to engage a field service engineer based on vehicle issue, pre-defined escalation criteria and Field personnel requests. In addition, e-Team members are responsible for creating / sharing product issues and resolutions including: Service information feedback, preliminary Service information and case closing resolutions. This role will partner with Brand Quality and Engineering on current and launch product issue identification and resolution. You will support the team in building our customer centric operating Model and create and deliver presentations. Partners with key partner s. Maintains efficiency in rapidly changing environment. Additional Job Description Requirements: High school diploma with 10+ years of automotive technician experience -OR- equivalent combination of education and automotive technician experience 2+ Current ASE Certification(s) in field of expertise / two-year technical degree Proficient in (QIS, PRTS, Siebel, VIS, Global Connect, and Oracle.) General knowledge of all automotive systems (restraints, powertrains, transmissions, chassis components, etc.) Proven SME in multiple skill sets Ability to multi-task in a busy environment and work independently or with other team members Ability to identify unique situations and escalate accordingly Proficient with GM internal websites and tools including Siebel, GMA and GWM Mechanical and troubleshooting skills and ability to operate electro nic diagnostic equipment Ability to learn new technology, repair and service procedures and specifications Excellent customer service skills and basic computer competencies Positive, friendly attitude, along with an eagerness to improve Ability and willingness to work in a cross functional environment Teammate with ability to collaborate with others effectively Valid driver's license and clean driving record Compensation: The median level of salary compensation for this role is $64,500. Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & hol idays, tuition assistance programs, employee assistance program, GM vehicle discounts and more 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 - individually and collectively - 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. Benefits Overview The goal of the G eneral Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others: • Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents; • Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family; • Company and matching contributions to 401K savings plan to help you save for retirement; • Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; • Tuition assistance and student loan refinancing; • Discount on GM vehicles for you, your family and friends. Diversity Information General Motors is committed to being a workplace that is not only free of discrim ination, 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.GM is proud to be an equal opportunity employer. We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities. Equal Employment Opportunity Statements The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Emp loyment Oppo rtunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us atCareers.Accommodations@GM.com. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.