The Role:
The Regional Service Specialist serves as the primary service operations lead between Regional CCA leadership, Brand SMEs, CCA Service Operations, and key internal work groups. This role is accountable for driving service performance, customer experience (NPS), Field Action execution, technician growth and readiness, and MobileService+ performance, while continuing to champion EV and ICE service readiness and overall dealership fixed operations excellence.
The Regional Service Specialist will assume regional responsibility and is expected to relocate and be central to their region, operating in a remote capacity.
What You'll Do (Responsibilities)
- Primary lead between Regional CCA leadership staff, Brand SMEs, CCA Service Operations and internal work groups.
- Serve as the SME for the Regional CCA Field Team on a variety of service operations matters including:
- Emerging EV technologies (i.e. bi-directional charging) and industry trends.
- Global dealer network with tools and equipment.
- Monitor # of Vehicles Delivered with an Open Safety or Non-Compliance Recall, Recall Completion and PDI Debit Reduction.
- Focus point for regional Thermal Runaway Propagation (TRP) alerts.
- Implement strategies to support GM and brand specific programs related to servicing EVs (e.g. battery reman processes and logistics, CCS to NCS charger transition).
- Champions ad-hoc service operations projects as determined by leadership.
- Support the global dealer network in tools, equipment, and service readiness.
- Improve Technician Growth by accelerating training completion (STS improvement), strengthening compliance, and building a sustainable pipeline with dealers
- Lead MobileService+ execution in the region: enable adoption, remove operational blockers, and ensure quality/consistency of service.
- Responsible for communication of regional performance on service operations metrics.
- Implements effective countermeasures to overcome regional headwinds impacting role’s KPI’s.
- KPI Accountability: NPS, Field Action execution, Technician Growth, EV Readiness per Division, STS Training, MobileService+
Your Skills & Abilities (Required Qualifications)
- Bachelor’s Degree or Equivalent Experience.
- 3+ years of experience guiding and improving dealership fixed operations.
- Proficient automotive technical knowledge and business acumen including service operations and customer experience.
- Proficient knowledge of Dealership Service & Parts Operations.
- Effective communication skills, public presentation/storytelling (both development and delivery of presentations).
- Work autonomously by through effective time management and prioritization.
- End to end process management and project management.
Competencies
- Successfully builds and maintains strong internal/external relationships.
- Successfully Drives for Results & Drives Change Management.
- Project management.
- Effective With Timely Problem Solving.
- Proficient in strategic planning, learning agility and engaging remote teams.
- Consistently Demonstrates Innovation and Creativity.
- Consistently Demonstrates Initiative & Adaptability.
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