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, you must live within 50 miles of your selected territory or be willing to relocate to be considered. *
Relocation: This job may be eligible for relocation benefits.
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 be responsible for building relationships with our dealership partners in your territory through on site visits to support Field Warranty Management activities. You will be acting as the face of General Motors warranty within your territory.
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.
What You'll Do:
- Serve as a trusted advisor to 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 up to $20,000
- 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
- Provide Warranty training on functional execution at dealerships. Assist in warranty regional training sessions
- Support District Manager Parts and Service (DMPS) and dealer groups by presenting on warranty topics at Service Club Meetings
- Coach dealerships on feedback provided by the Warranty Parts Center
- Support Brand Quality Managers in issue resolution
- Manage Electronic Key Code (EKC) ID creation requests and non-compliance
- Collaborate with the Warranty Support Center (WSC) to ensure effective warranty administration
- 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
- Assist 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)
- ~ 80% Travel will be required
Additional Description
Your Skills and Abilities (Required Qualifications):
- Bachelor's degree or equivalent experience
- 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 and strategic agility
- Proficient in data analysis using Microsoft Tools (Excel, Word, PowerPoint, etc.)
- Valid Driver's License
What Gives You a Competitive Edge (Preferred):
- 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
This position requires the ability to legally operate a motor vehicle on a regular basis. A company vehicle will be provided for this role with the successful completion of a Motor Vehicle Report review.
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 ($98,900 - 158,000). 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: 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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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 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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