Senior TAC Escalation Team - Advisor

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, independently manages complex or difficult cases, and uses expert knowledge of TAC ETA processes, diagnostic practices, and escalation workflows to drive case progression. 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 patterns, 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, Engineering, and cross-functional business partners 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, recommending process improvements, developing presentations, and communicating effectively with key partners and leadership while maintaining efficiency in a fast-paced, rapidly changing environment.
What You'll Do

• Support TAC Advisors and escalation team members as needed to diagnose and resolve complex vehicle concerns.
• Partner with Brand Quality, Engineering, and cross-functional teams to identify new and emerging product issues, define patterns, and escalate when appropriate.
• Create and publish bulletins within Service Information and contribute clear product issue and resolution communication.
• Serve as the single TAC point of contact for assigned areas of technical support across:
  • All GCCX Business Units
  • Field Personnel including CAM, RVM, DMPS, and FSE
  • Executive Leadership
• Exercise sound independent judgment to assess issues, propose solutions to leadership, and determine the most appropriate course of action within established procedures and broad guidelines.
• Build and maintain strong working relationships internally by exchanging relevant information with colleagues, supervisors, project leaders, and other professionals across the team and adjacent functions.
• Develop and lead presentations to support issue identification, resolution, cross-functional alignment, and business decision-making.

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 and the ability to anticipate customer and dealer impact.
• Expert knowledge of TAC ETA processes and a strong understanding of major automotive systems, diagnostic practices, and escalation workflows.
• Ability to maintain technical certifications.
• Excellent oral and written communication skills, including the ability to adapt communication to the audience and present effectively to leadership and cross-functional partners.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to assess multiple factors, diagnostic information, and in-depth research.
• Excellent organizational skills and the ability to manage priorities effectively.
• Strong leadership presence with the ability to build credibility, align stakeholders, and drive decisions across multiple functions.
• Proven ability to mentor, coach, and develop others in diagnostic approach, escalation handling, and problem resolution.
• Ability to multitask in a fast-paced environment and work independently or collaboratively with team members to drive resolution.
• Ability to balance tactical case support with strategic leadership responsibilities, including trend identification, process improvement, and organizational alignment.
• Ability to work independently with minimal guidance and exercise judgment within defined procedures and broad guidelines.

What Gives You a Competitive Edge (Preferred Qualifications)

• Master ASE Certification
• GM World Class Technician or equivalent
• Degree in Automotive or Other Related Field
• 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, IVH, Global Connect

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 actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position, as well as geography of the selected candidate. • The salary range for this role is $69,900 - $107,300. 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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GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.)
This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}.
The selected candidate will be required to travel <25% for this role.
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.
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