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General Motors TAC Escalation Team – Team Lead in WFH_City, Michigan

About GM

There’s never been a more exciting time to work for General Motors.

To achieve our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion, we need people to join us who are passionate about creating safer, better and more sustainable ways for people to get around. This bold vision won’t happen overnight, but just as we transformed how the world moved in the last century, we are committed to transforming how we move today and in the future.

Why Work for Us

Our culture is focused on building inclusive teams, where differences and unique perspectives are embraced so you can contribute to your fullest potential as you pursue your career. Our locations feature a variety of work environments, including open work spaces and virtual connection platforms to inspire productivity and flexible collaboration. And we are proud to support our employees volunteer interests, and make it a priority to join together in efforts that give back to our communities.

Job Description

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.

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.

You will lead & execute management priorities, work towards achieving encouraged results. Drive for continuous improvement. Learn the fundamentals of people leadership.

Support Team in building our customer centric operating model. Creating measure of performance. Analyze, interpret, evaluate, plan and influence decisions. Maintains efficiency in rapidly changing environment. Coach and Develop

Additional Job Description


  • High school diploma with 10+ years of automotive technician experience -OR- equivalent combination of education and automotive technician experience

  • 2+ Current ASE Certification(s) in field of expertise / two-year technical degree

  • Proficient in (QIS, PRTS, Siebel, VIS, Global Connect, and Oracle.)

  • 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

  • Proficient with GM internal websites and tools including Siebel, GMA and GWM

  • 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

  • Ability and willingness to work in a cross functional environment

  • Teammate with ability to collaborate with others effectively

  • Valid driver's license and clean driving record

Please only apply if you DO NOT need sponsorship to work in the Unites States now or in the future. We are unable to consider candidates who require sponsorship.

Diversity Information

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.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com .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.