Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report to Warren, MI three times per week, at minimum [or other frequency dictated by the business].
The Role
CCA's Service Operations is the organization responsible for supporting GM's global dealer network with tools and equipment, technician training and warranty administration. In addition, this organization is responsible for helping to identify product quality concerns. This role is responsible for ensuring continuous improvement, effective delivery, customer retention and profitability in service operations. Performs observations, assessments, interviews and analysis to provide key insights to dealership leadership on their performance and areas in which they can improve.
What You'll Do (Responsibilities):
Lead the GM Technician Excellence Program:
Oversee the development and implementation of Technician Excellence to enhance dealer engagement and retain our GM dealership technicians.
Ensure continuous alignment among all Technician Excellence stakeholders to ensure the effectiveness of the program.
Lead quarter-close activities with internal stakeholders and Maritz, ensuring accurate financial payments and timely publication of results.
Monitor program objectives and spearhead new initiatives to ensure the program’s effectiveness.
Communicate updates to dealers and the GM field organization regarding program changes.
Provide training to field teams through periodic immersion sessions.
Lead the GM Mark of Excellence (MOE) Technician program:
Collaborate with 3rd party suppliers (BIWorldWide) and the internal GM MOE team on program management.
Final approval on reward trip and banquets.
Develop supporting documentation and challenges to support the yearlong contest.
Reporting and KPI’s for the program.
Address technician appeals and concerns.
Develop strategic outlook and plan for the program.
Oversee GM partner technician programs:
GM Shifting Gears partnership with the U.S. Army.
Universal Technical Institute – GM Technician Career Training Program.
Collaborate with supplier Vertex to ensure programs meet dealer expectations.
Create strategies to increase engagement in and performance of these program.
Assist with placement of graduating students and technicians.
Lead quarter-close activities with internal stakeholders, ensuring accurate financial payments and accounting.
Support all leadership requests for data on the program.
Support all GM technician recruiting and retention efforts:
Collaborate with CCA Marketing on initiatives focused on technician recruiting.
Collaborate with Regional field staff to support dealer technician recruiting.
Support/guide the GM Field Technician Specialists to ensure productivity and effectiveness.
Evaluate requests from colleges seeking GM support for grant applications and school visits.
Strategize, create, and implement solutions to address the automotive technician shortage.
Point of contact with 3rd party organizations such as TechForce Foundation, NADA, and Skills USA.
Additional Job DescriptionYour Skills & Abilities (Required Qualifications):
Bachelor’s degree or equivalent experience.
High level of analytical skills with proficiency in Power BI and Excel.
Experience working with large datasets and complex databases.
Knowledge of GM systems and dealer operations.
Self-motivated with a proactive approach to meeting and exceeding customer expectations.
Advanced skills in Excel and PowerPoint; proficiency in developing and delivering presentations.
Ability to think strategically and creatively, solving complex problems and providing solutions to leadership.
Ability to work independently and manage conflicting priorities.
High level of oral and written communications skills.
Ability to challenge current processes and effectively communicate and influence without direct authority with the internal businesses structure.
What Will Give You a Competitive Edge (Preferred Qualifications):
Experience with dealership service departments.
Knowledge of the dealership technicians work environment and job duties.
Field experience calling on dealers (sales or service).
This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate
GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
About GMOur vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.
Why Join UsWe aspire to be the most inclusive company in the world. We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.
Benefits OverviewThe goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values;
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.
General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers. We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.
We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.
GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.