Escalation Team – Advisor

General Motors; City of Albany (NY); Remote; USD 85,000 - 115,000; Full time

Job summary

General Motors is seeking a remote TAC Escalation Team Consultant to provide live and remote diagnostic support for GM dealers, handling complex cases and guiding field personnel. This role partners with Brand Quality and Engineering to identify issues and share learnings, while developing customer-centric processes in a fast-paced environment.

The position requires a high school diploma with automotive experience and ASE certifications, plus familiarity with GM tools and internal systems.

Qualifications

• 10 years of automotive technician experience with high school diploma
• Minimum of 4 ASE Certifications
• Customer-focused mindset with strong interpersonal skills
• General knowledge of major automotive systems including electrical, safety, restraints, powertrains, transmissions, and chassis

Responsibilities

• Assist TAC Advisors to diagnose and resolve vehicle concerns
• Collaborate with Brand Quality and Engineering on product issues
• Create and publish bulletins within Service Information
• Serve as TAC point of contact for assigned technical support areas
• Engage with field personnel, executives, and cross-functional teams
• Deliver presentations to support issue identification and alignment

Skills

Customer focus

Interpersonal skills

Automotive systems knowledge

Decision making

Communication skills

Education

High school diploma + automotive experience

ASE certifications (minimum 4)

Tools

SI (Service Information)

GWM

Salesforce

OneCRM/CXConnect

Microsoft Office

QIS

PRTS

VIS

Global Connect

Job description

Remote

Remote – United States

Full time

JR-202619737

Job Description

Job Description

The Role:

The Technical Assistance Center (TAC) exists to support dealers with diagnostic and repair guidance so we can achieve our goal of fixing it right the first time and delivering a positive customer experience. TAC also plays a critical role in ensuring that business intelligence generated through case activity is shared with Engineering and Quality, so product issues are identified, communicated, and addressed.

The TAC Escalation Team (E-Team) Consultant provides live and remote support to other TAC Consultants and GM dealer personnel to assist with vehicle diagnosis and takes direct ownership of complex or difficult cases. This role determines when to engage a Field Service Engineer (FSE) based on vehicle issues, predefined escalation criteria, and requests from field personnel. In addition, E-Team members are responsible for identifying, creating, and sharing product issues and resolutions, including service information feedback, preliminary service information, and case-closing resolutions.

This role partners closely with Brand Quality and Engineering to identify and resolve current and launch-related product issues. The E-Team Consultant also supports the organization in building a customer-centric operating model, developing presentations, and communicating effectively with key partners while maintaining efficiency in a fast-paced, rapidly changing environment.

What You’ll Do

• Support TAC Advisors as needed to diagnose and resolve vehicle concerns.
• Partner with Brand Quality and Engineering to identify new and emerging product issues.
• Create and publish bulletins within Service Information.
• Serve as the single TAC point of contact for assigned areas of technical support across:
• All GCCX Business Units
• Field Personnel including CAMs, RVMs, and FSEs
• Executive Leadership
• Exercise sound decision-making skills to propose solutions to leadership and develop plans that leverage established procedures while creating new solutions when needed.
• Build and maintain strong working relationships internally by exchanging relevant information with colleagues, supervisors, project leaders, and other professionals across the team.
• Create and deliver presentations to support issue identification, resolution, and cross-functional alignment.

Your Skills & Abilities (Required Qualifications)

• High school diploma with 10 years of automotive technician experience, or an equivalent combination of education and automotive technician experience.
• Minimum of 4 current ASE Certifications.
• Customer-focused mindset with strong interpersonal skills.
• General knowledge of major automotive systems, including electrical, safety systems, restraints, powertrains, transmissions, and chassis components.
• Ability to maintain technical certifications.

What Gives You a Competitive Edge (Preferred Qualifications)

• Master ASE Certification
• Proficiency with GM internal websites and tools including SI, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products
• Proficiency with GM internal systems including QIS, PRTS, VIS, Global Connect
• Excellent oral and written communication skills.
• Strong analytical and problem-solving skills.
• Excellent organizational skills.
• Ability to identify unique situations and elevate appropriately.
• Ability to work independently with minimal guidance.
• Ability and willingness to work in a cross-functional, team-focused environment.
• Ability to multitask in a fast-paced environment and work independently or collaboratively with team members.

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 believe we all must make a choice every day — individually and collectively — to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Benefits Overview

From day one, we’re looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources https://search-careers.gm.com/en/working-at-gm/total-rewards .

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire https://search-careers.gm.com/en/how-we-hire .

Accommodations

General Motors 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 [e-mail] us or call us at 1-800-865-7580. 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. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [e-mail] .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.

We are leading the change to make our world better, safer and more equitable for all through our actions and how we behave. Learn more about:

Our Company https://search-careers.gm.com/en/working-at-gm/

Our Culture

How we hire https://search-careers.gm.com/en/how-we-hire/

Our diverse team of employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion. We are looking for adventure-seekers and imaginative thought leaders to help us transform mobility.

Explore our global locations https://search-careers.gm.com/en/locations/

We are determined to lead change for the world through technology, ingenuity and harnessing the creativity of our diverse team. Join us to help lead the change that will make our world better, safer and more equitable for all by becoming a member of GM’s Talent Community (beamery.com) https://flows.beamery.com/generalmotors/talcom . As a part of our Talent Community, you will receive updates about GM, open roles, career insights and more.