General Motors
Technical Assistance (TAC) Escalation Team Leader
General Motors, Warren, Michigan, United States, 48091
Technical Assistance (TAC) Escalation Team Leader
This hybrid role requires the leader to be on site in Saginaw or Warren, MI three times per week at minimum. The team handles dealer repair diagnostics and escalations, driving a “fix the right first time” customer experience. The TAC Escalation Team Lead manages day‑to‑day operations, recommends operational improvements, coaches and motivates the team, conducts performance reviews, and ensures the TAC objective of providing accurate information and assisting dealers is met. 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. Build relationships and foster cross‑functional relationships to drive business. Manage expense reports and procure necessary tools for Escalation Team operations. Create and analyze management reports to measure effectiveness of team members. Identify operational inefficiencies/issues and implement solutions. Required Qualifications
Proven leadership experience managing a team. Demonstrated ability to work independently driving team results. 3‑5+ years 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 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 elevate 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. Preferred Qualifications
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. GM does not provide immigration‑related sponsorship for this role. Do not apply if you require GM immigration sponsorship now or in the future.
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This hybrid role requires the leader to be on site in Saginaw or Warren, MI three times per week at minimum. The team handles dealer repair diagnostics and escalations, driving a “fix the right first time” customer experience. The TAC Escalation Team Lead manages day‑to‑day operations, recommends operational improvements, coaches and motivates the team, conducts performance reviews, and ensures the TAC objective of providing accurate information and assisting dealers is met. 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. Build relationships and foster cross‑functional relationships to drive business. Manage expense reports and procure necessary tools for Escalation Team operations. Create and analyze management reports to measure effectiveness of team members. Identify operational inefficiencies/issues and implement solutions. Required Qualifications
Proven leadership experience managing a team. Demonstrated ability to work independently driving team results. 3‑5+ years 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 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 elevate 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. Preferred Qualifications
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. GM does not provide immigration‑related sponsorship for this role. Do not apply if you require GM immigration sponsorship now or in the future.
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