Description

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Experience with dealership service departments.
• Knowledge of the dealership technicians work environment and job duties.
• Field experience calling on dealers (sales or service).