Atlantic Service Ops Manager

Job Description

Hybrid: This position does not require an employee to be on a full-time basis. Only 3x times per week (tue-thru)

Role:

• Plan and lead the strategy of service operations for the South America Atlantic cluster, to achieve the satisfaction of our customers through solid relationship with dealers

• Work as Field issues early warning detection supporting GM to remediate problems as soon as possible.  Work actively with other product related teams (Manufacturing, Quality, Engineering, etc).

• Develop Field Service Engineers (FSEs) managing human talent, the high and low performance to get the best from the team to achieve the company's objectives

• Lead the creation and execution of high-impact innovation projects to grow and make the after-sales business more efficient.

• Support the Warranty process to have correct control of payments as well as the availability of complete and truthful information for the improvement of the quality of our products.

• Support the strategy of identifying, analyze and resolving technical problems of the Dealer network to improve responsiveness to our customers and increase their satisfaction (BQM - Brand Quality Management).

• Plan and control the Service budget monthly to meet the company's financial objectives and ensure the execution of Service projects and initiatives

• Lead the Technical Service and Quality Committee, a Technical/Commercial forum with the network of dealers to manage the Quality and Service as well as strengthen the channel and the relationship with the dealers.

• Lead Technical Assistance Center -TAC for entire GMSA network

• Define the communication strategy with the different areas of GM, aiming improvements of Problem-solving process, remediation strategy, proper field fixes and overall product improvements

What You'll Do (Responsibilities)

• Plan, implement and control the customer service strategy for GM brand in the South America Atlantic cluster (Brazil, Argentina, Paraguay, Uruguay), leading the areas and strategies of Service Operations: Customer support (leading Field Service Engineers), Dealers Technical Assistance Centers (TAC) and Service Engineering / BQM (security campaigns, new launchings, emerging issues, early detection, etc.). 

• All this is with the purpose of supporting the achievement of the GMSA objectives in terms of customer satisfaction, product quality and optimized service experience.

• Through the dealer network, manage the service strategies with consultive approach ensuring proper infrastructure and process aiming best customers experiences.  

• Construct a solid relationship with dealers through continuous presence, empathy, transparency and mutual trust

• Interact with other back-office organizations such as Warranty Administration and Aftersales Engineering.  

• Colaborate with Pacific cluster, searching for best practices and lessons learned to improve GMSA Service Operations as a single team

• Perform other duties as assigned.

Your Skills & Abilities (Required Qualifications)

• Bacelor's degree in Engineering

• Fluent in English and Portuguese. Spanish is recommendable

• Proficient in Microsoft Office (Word, Excel, PowerPoint);

• Solid experience working in the automotive industry;

• Excellent communication skills both written and verbal;

• Highly detailed oriented;

• Highly analytical and problem solving skills

• Ability to work independently and under pressure;

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About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

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