Remote Escalation Diagnostics Consultant

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

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.