Technical Assistance (TAC) Escalation Team Leader

Description

This role is categorized as hybrid. This means the successful candidate is expected to report to [Saginaw or Warren, MI] three times a week, at minimum [or other frequency dictated by the business].

The Role
The TAC Escalation Team (E-Team) Team Lead is responsible for the day-to-day operations of their team as defined by the TAC Business Unit. Recognizes and recommends operational improvements to increase agent performance. Coaching, counseling, and motivating their team. Conducts performance reviews. Accomplishes team results by communicating job expectations. Other tasks and duties as assigned by the leadership team. The Technical Assistance Centers (TAC) objective is to provide information and assist dealers with diagnosing repair issues to meet our goal of "fixing it right the first time" resulting in a positive customer experience. In addition, TAC plays a crucial role making sure the business intelligence generated from TAC is provided to Engineering and Quality to ensure product issues are known and addressed.

What You'll Do

• Achieve performance goals through CAP objective development and employee reviews.
• Provide monthly performance updates (TAC Dashboard).
• Host operational and performance review meetings with management.
• Serve as the primary contact for Escalation team members.
• Analyze data on TAC operations and generate management reports.
• Assist ETA's with complex cases requiring additional intervention.
• Train and manage ETA's, coordinating training on new product features and techniques.
• Review cases for quality and timeliness, providing coaching as needed. Performing quality audits to ensure accuracy and timeliness.
• Relationship building and fostering cross-functional relationships to drive business
• Manage expense reports and procure necessary tools for Escalation Team operations.
• Creation and analysis of management reports to measure effectiveness of team members
• Identification of operational inefficiencies/issues and implementation of solutions

• Proven leadership experience in managing a team.
• Demonstrated ability to work independently on driving team results
• 3-5+ years of hands-on experience in an Automotive Dealership Service Department or equivalent vehicle diagnostics and repair.
• 2+ Current ASE Certification(s) in field of expertise or two-year technical degree
• Proficient in MS Office applications (Word, PowerPoint, Excel, Outlook).
• Strong ability to manage, resolve, document, and close issues promptly while maintaining relationships.
• Track record of maintaining high customer/dealer satisfaction.
• Experience in creating and delivering specialized training autonomously.
• General knowledge of all automotive systems (restraints, powertrains, transmissions, chassis components, etc.) Proven SME in multiple skill sets
• Ability to multi-task in a busy environment and work independently or with other team members
• Ability to identify unique situations and escalate accordingly
• Mechanical and troubleshooting skills and ability to operate electronic diagnostic equipment
• Ability to learn new technology, repair and service procedures and specifications
• Excellent customer service skills and basic computer competencies
• Positive, friendly attitude, along with an eagerness to improve

• Associate or bachelor's degree in engineering or automotive technology
• Current certifications in the following Automotive Service Excellence (ASE) Tests:
• A1-A9, plus Master Technician certification
• T1-T8, plus Master Technician certification
• L1-L4 certification
• Knowledge of LAN/WAN IT infrastructure, GM vehicle control systems, including controller area networks, GM LAN, Data Bus Diagnostic Tools (e.g., via TIS/GDS, NeoVi /V-Spy Intrepid Tools, Buffalo Tool, INCA Tool, etc.), Pico Scope and other diagnostic tools
• Proficient with GM internal websites and tools including Salesforce (CX Connect/OneCRM), GMA and GWM
• Knowledge of GM Global Connect Service Applications, GM Service Training College (GM STC) training web site and applications
• Proficient in QIS, PRTS, Salesforce (CX Connect/OneCRM), VIS, Global Connect, and Oracle.