Hybrid - This role is categorized as hybrid. This means the successful candidate is expected to report Warren, MI three times per week, at minimum or other frequency dictated by the business.
Relocation: This job may be eligible for relocation benefits.
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.
The Role:
This is a dynamic multifaceted role focusing on product quality, reliability, durability and issue remediation for all infotainment related activities. Brand Quality is responsible for improving customer retention and the vehicle ownership experience by quickly resolving product quality concerns and providing multi-functional, closed loop solutions for current and future vehicles. Positions in this area of the business require creativity, initiative, independence in judgment and action, strong leadership and excellent communications.
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):
- Problem Identification: Identify quality and durability issues via Warranty Parts Center parts reviews, Product Reports, Warranty Data, FSE, TAC and Partech cases.
- Resolution : Facilitate product problem resolution by notifying and resolving issues jointly with the appropriate Design Release Engineer (DRE), Quality Reliability and Durability (QRD) Team, Supplier Quality Engineer (SQE), Supply Chain, Purchasing, Suppliers or Leadership; documenting details in PRTS as appropriate.
- Field Communications: Prepares and sends appropriate field communications such as Technical Service Bulletins or Preliminary Information bulletins, Emerging issues videos, Global Connect messages and Tech link Articles.
- Assist co-workers, GM field personnel, Call Centers (EXEC CAC, CAC, DMPS, TCSC, TAC), FSEs, ParTech, and dealers to resolve product service and technical issues.
- Monitor warranty data, Field Product Reports, TAC and ParTech cases for issues and facilitate resolutions as necessary.
- Document issues in PRTS and maintain updates as appropriate Notify QRD team, Platform BQM, Design Release Engineer, Supplier Quality Engineer, and appropriate Support Personnel (as necessary) about QRD issues.
- Represent Voice of the Customer and Dealers at Warranty Work Cell reviews and special part return project evaluations.
- Submit Warranty Waste Reduction and Warranty Avoidance projects for tracking.
- Attend warranty review or teardown meetings and be prepared to provide updates on quality issues and their resolutions.
- Participate and represent all Brand Quality Infotainment related issues in CPIT and QRD for meetings.
- Assist in developing technician training on new features and service procedures presentation to technician training forums.
