Description
Remote : This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
The Role:
CCA's Service Operations is the organization responsible for supporting GM's global dealer network with tools and equipment, technician training and warranty administration. In addition, this organization is responsible for helping to identify product quality concerns. This role is responsible for ensuring continuous improvement, effective delivery, customer retention and profitability in service operations. Performs observations, assessments, interviews and analysis to provide key insights to dealership leadership on their performance and areas in which they can improve.
The selected candidate will assume territorial responsibility in the Central US, acting as the face of General Motors warranty within your territory. You will be responsible for building relationships with our dealership partners and act as the Warranty SME in your space by supporting Field Warranty Managers with escalation issues.
What You'll Do (Responsibilities):
- Serve as a trusted advisor to Field Warranty Managers (FWMs) and dealership leadership
- Support, coach, and counsel all field team members in warranty related activities, including communicating helpful information and opportunities
- Responsible for warranty issue escalation in excess of $30,000
- Subject matter expert of GM's Service Policies and Procedures and Global Warranty Management System (GWM)
- Manage and respond to warranty questions submitted in the regional warranty mailbox and MS Teams as escalated by FWMs
- Provide dealership training in your area of operations for high penetration issues identified by the Field Warranty Managers
- Assist in process development and refinement, communicating high penetration issues to the Aftersales Warranty Managers for standardized resolution across all dealers
- Manage dealer warranty inquiries Collaborate with the Warranty Support Center (WSC) and Dealer Business Center (DBC) to ensure effective warranty administration
- Counsel dealerships on 100% completion of Field Actions prior to vehicle delivery and support in Service Training Standards
- Assisting in Field Action/Recall related questions
- Be a change agent, developing plans based on field findings to present options to senior leadership
- Complete special projects (as required)
- ~50% Travel will be required
Additional Description
Your Skills & Abilities (Required Qualifications):
- Bachelor's degree or equivalent experience
- Minimum 2 years of experience dealing with Warranty Sales and/or dealership operations
- Intermediate level of vehicle technical knowledge including warranty administration, service operations and customer assistance
- Basic knowledge and understanding of dealership service systems and processes
- Ability to cross-collaborate with customers and partners
- Ability to analyze data and improve processes
- Strong problem-solving skills with an innovative mentality
- Strategic agility and the means to deal with ambiguity
- Team player with excellent organization and communication skills
- Proficient in data analysis using Microsoft Tools (Excel, Word, PowerPoint, etc.)
- Valid Driver's License
What Will Give You a Competitive Edge ( Preferred Qualifications):
- Degree in an automotive/technical field or strong automotive technical knowledge
- Aftersales field experience
- Service Policies and Procedures Manual knowledge
- Experience working with Global Warranty Management (GWM)
- Advanced computer data and analytics skills
Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington.
The salary range for this role is ($89,700 - 143,300). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position.
Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
Benefits: 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 & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more
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We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. 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.
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