Atlantic Service Ops Manager

Description

Hybrid: This position does not require an employee to be on a full-time basis. Only 3x times per week (tue-thru)

Role:

• Plan and lead the strategy of service operations for the South America Atlantic cluster, to achieve the satisfaction of our customers through solid relationship with dealers
• Work as Field issues early warning detection supporting GM to remediate problems as soon as possible. Work actively with other product related teams (Manufacturing, Quality, Engineering, etc).
• Develop Field Service Engineers (FSEs) managing human talent, the high and low performance to get the best from the team to achieve the company's objectives
• Lead the creation and execution of high-impact innovation projects to grow and make the after-sales business more efficient.
• Support the Warranty process to have correct control of payments as well as the availability of complete and truthful information for the improvement of the quality of our products.
• Support the strategy of identifying, analyze and resolving technical problems of the Dealer network to improve responsiveness to our customers and increase their satisfaction (BQM - Brand Quality Management).
• Plan and control the Service budget monthly to meet the company's financial objectives and ensure the execution of Service projects and initiatives
• Lead the Technical Service and Quality Committee, a Technical/Commercial forum with the network of dealers to manage the Quality and Service as well as strengthen the channel and the relationship with the dealers.
• Lead Technical Assistance Center -TAC for entire GMSA network
• Define the communication strategy with the different areas of GM, aiming improvements of Problem-solving process, remediation strategy, proper field fixes and overall product improvements

• Plan, implement and control the customer service strategy for GM brand in the South America Atlantic cluster (Brazil, Argentina, Paraguay, Uruguay), leading the areas and strategies of Service Operations: Customer support (leading Field Service Engineers), Dealers Technical Assistance Centers (TAC) and Service Engineering / BQM (security campaigns, new launchings, emerging issues, early detection, etc.).
• All this is with the purpose of supporting the achievement of the GMSA objectives in terms of customer satisfaction, product quality and optimized service experience.
• Through the dealer network, manage the service strategies with consultive approach ensuring proper infrastructure and process aiming best customers experiences.
• Construct a solid relationship with dealers through continuous presence, empathy, transparency and mutual trust
• Interact with other back-office organizations such as Warranty Administration and Aftersales Engineering.
• Colaborate with Pacific cluster, searching for best practices and lessons learned to improve GMSA Service Operations as a single team
• Perform other duties as assigned.

• Bacelor's degree in Engineering
• Fluent in English and Portuguese. Spanish is recommendable
• Proficient in Microsoft Office (Word, Excel, PowerPoint);
• Solid experience working in the automotive industry;
• Excellent communication skills both written and verbal;
• Highly detailed oriented;
• Highly analytical and problem solving skills
• Ability to work independently and under pressure;