Assistant Aftersales Warranty Manager

Job Description

Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee’s role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency.

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:

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.

The selected candidate will assume territorial responsibility in the Central US, acting as the face of General Motors warranty within your territory. You will be responsible for building relationships with our dealership partners and act as the Warranty SME in your space by supporting Field Warranty Managers with escalation issues.

What You’ll Do (Responsibilities):

• Serve as a trusted advisor to Field Warranty Managers (FWMs) and dealership leadership
• Support, coach, and counsel all field team members in warranty related activities, including communicating helpful information and opportunities
• Responsible for warranty issue escalation in excess of $30,000
• Subject matter expert of GM’s Service Policies and Procedures and Global Warranty Management System (GWM)
• Manage and respond to warranty questions submitted in the regional warranty mailbox and MS Teams as escalated by FWMs
• Provide dealership training in your area of operations for high penetration issues identified by the Field Warranty Managers
• Assist in process development and refinement, communicating high penetration issues to the Aftersales Warranty Managers for standardized resolution across all dealers
• Manage dealer warranty inquiries Collaborate with the Warranty Support Center (WSC) and Dealer Business Center (DBC) to ensure effective warranty administration
• Counsel dealerships on 100% completion of Field Actions prior to vehicle delivery and support in Service Training Standards
• Assisting in Field Action/Recall related questions
• Be a change agent, developing plans based on field findings to present options to senior leadership
• Complete special projects (as required)
• ~50% Travel will be required

Additional Job Description

Your Skills & Abilities (Required …