Collision Technical Liaison

Description

The Role
The Collision Technical Liaison - MIC Strategy is the technical backbone of GM's Collision Team, ensuring that MIC strategy, certified network standards, and repair best practices are executed consistently across dealer and independent collision sites.

This role focuses on hands-on technical guidance, repair process execution, and field-facing support (not market intelligence ownership), and works in close partnership with the Market Intelligence - Business Analyst / Industry Relations Lead and the Collision Team to translate insights and strategy into practical repair standards, tools, and procedures at the shop level.

You will serve as the collision technical subject matter expert (SME) on ADAS, restricted parts, OEM position statements, tools and equipment, and shop readiness-bridging stakeholders across GM, CRN shops, insurers, and key platforms (CCC, APD, Carwise) to protect GM brand integrity and ensure safe, OEM-correct repairs.

What You'll Do (Responsibilities):

Technical Collision Leadership & Liaison

• Act as the primary technical liaison between the GM Collision Team and collision repair sites (GM dealers, CRN facilities, and key independents).
• Translate MIC strategy and CRN standards into clear, implementable repair practices, job aids, and workflows for collision centers.
• Serve as an internal escalation point for complex collision technical questions, including ADAS, structural repair, restricted parts usage, and OEM position statements.
• Partner with the Market Intelligence - Business Analyst / Industry Relations Lead to operationalize industry and insurance insights into technical standards and procedures, and provide field feedback on feasibility, adoption, and gaps-without duplicating market intelligence, analytics, or industry relations ownership.

• Provide deep technical guidance on ADAS repair, calibration, and verification, ensuring alignment with GM service information and certification standards.
• Support proper handling of restricted parts (e.g., ordering logic, validation, documentation, and approvals) to protect customer safety and minimize fraud.
• Interpret and communicate GM position statements (e.g., use of OEM parts, sectioning, scanning, calibrations, straightening, structural repair) to shops and internal stakeholders.
• Maintain up-to-date knowledge of EV and advanced material repair considerations in support of GM's broader repair strategy.

• Collaborate with MIC strategy owners and insurance partners to understand First Notice of Loss (FNOL) routing and guide shops on expectations for proper documentation and estimate accuracy, safe and efficient triage, blueprinting and repair planning, and alignment with GM-certified repair pathways and CRN shop selection.
• Provide technical input into FNOL playbooks, OSR guidance, and shop scripting to ensure they reflect current repair standards and constraints.

• Define and communicate tools and equipment requirements for CRN and GM-aligned collision facilities (including ADAS, structural, welding, and EV-specific tooling).
• Evaluate collision site readiness (facility layout, tooling, calibration spaces, and processes) and recommend practical improvement plans to meet or maintain CRN standards.
• Support validation and deployment of new tools, equipment, and procedures that arise from MIC insights, engineering updates, or program changes.

• Own the technical collision perspective on key platforms and integrations, including CCC (estimating, parts profiles, rules, and integration behaviors), the APD system (parts sourcing logic, pricing/availability behaviors, rules conflicts), and Carwise (shop profiles, visibility, and consumer-facing repair experience).
• Partner with analytics and MIC teams to ensure internal parts reporting accurately reflects collision parts performance (utilization, restricted parts flow, ADAS-related parts trends).
• Work with internal system owners to validate data quality and recommend technical configuration changes that support MIC strategy and CRN objectives.

• Support Certified Repair Network (CRN) technical standards, including technical evaluation of candidate shops' capabilities and gaps, ongoing technical support to help shops maintain certification requirements, and translation of engineering and OEM repair updates into CRN-facing guidance.
• Provide technical content and guidance for CRN communications, training, and dealer/OSR job aids without duplicating program-level ownership or analytics.

• Serve as a technical resource to Legal, Risk, and Safety teams for collision-related inquiries, including repair documentation, scan/calibration records, position statement adherence, restricted parts handling, and decision paths for complex or disputed repairs.
• Assist with technical reviews and narratives in support of litigation or dispute scenarios, ensuring alignment with GM repair standards and CRN program expectations.

• Build strong working relationships with internal stakeholders including CCA Collision leadership, MIC strategy owners, CRN program managers, Engineering, Service, Legal, Brand, and Field Teams (including OSRs), and analytics and reporting teams responsible for MIC dashboards and internal parts reporting.
• Provide consistent, practical technical voice-of-shop feedback to shape future MIC initiatives, programs, and system enhancements while staying out of day-to-day analytics or market intelligence ownership.

• Deep technical knowledge of collision repair practices, particularly related to structural repair, OEM procedures, safe repair methodology, ADAS systems, calibration processes, verification requirements, and restricted parts handling, validation, and documentation.
• 3-5+ years of experience in collision repair operations or GM Field operations, OEM-certified network management, or collision technical training (shop, OEM, or insurance-side).
• DMS (Dealer Management Systems) knowledge
• Strong familiarity with OEM position statements and the ability to interpret and explain them to collision centers, insurers, and internal stakeholders.
• Practical experience with collision-related tools and equipment, including selection, setup, maintenance, and validation for structural, ADAS, and EV repairs.
• Working knowledge of CCC, the APD system, and Carwise, including how they impact estimates, parts sourcing, customer communication, and CRN visibility.
• Understanding of internal parts reporting concepts and the collision metrics that matter (e.g., OEM part utilization, restricted part trends, ADAS-related parts usage).
• Proven ability to liaise with collision sites, communicating clearly with estimators, technicians, managers, and dealer leadership.
• Strong cross-functional communication and collaboration skills with internal stakeholders (engineering, legal, analytics, CRN program, MIC strategy owners).
• Ability to document and communicate technical guidance in clear, concise formats (job aids, SOPs, checklists, training decks).
• Demonstrated problem-solving and root-cause analysis skills in collision repair environments.

• 5+ years of experience in collision repair operations or GM Field operations, OEM-certified network management, or collision technical training (shop, OEM, or insurance-side).
• Prior experience working within an OEM Certified Repair Network (CRN), MSO technical leadership, or OEM field technical role.
• Familiarity with insurance claims and FNOL workflows, including how shops, insurers, and OEMs interact from first notice through repair completion.
• Experience supporting or interacting with litigation, risk, or legal reviews related to collision repair outcomes.
• I-CAR Platinum Pro Level 3, OEM technical certifications, or equivalent experience (or ability to obtain within 6-12 months), or technical certifications aligned with automotive repair.
• Exposure to EV and advanced material repair requirements and OEM certification standards.
• Comfortable working in a matrixed environment, partnering with Market Intelligence / Business Analyst roles for insights and analytics, program managers and engineers for standards and updates, and field teams and shops for execution and feedback.