Escalation Advisor

General Motors

. Provide live and remote support to TAC Consultants and GM dealer personnel for vehicle diagnosis .

Posted 9/30/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive automotive technician experience with a strong focus on vehicle diagnosis and resolution. Proficient in utilizing GM internal systems and tools while maintaining technical certifications and delivering effective communication across teams.

Highest-signal resume keywords

Automotive Technician ExperienceASE CertificationsGM Internal Systems ProficiencyAnalytical Problem-Solving SkillsCustomer-Focused Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Vehicle DiagnosisAutomotive Systems KnowledgeTechnical Certification MaintenanceService Information ManagementCase Resolution

Soft Skills

Interpersonal SkillsOrganizational SkillsCommunication SkillsTeam CollaborationMultitasking Ability

Tools & Technologies

GM Internal WebsitesSalesforceMicrosoft OfficeQISPRTSVISGlobal Connect

Certifications & Qualifications

ASE CertificationsMaster ASE Certification

Industry Keywords

Automotive TechnicianField Service EngineeringCustomer-Centric Operating ModelTechnical SupportCross-Functional Alignment

About the role

Key responsibilities & impact

Provide live and remote support to TAC Consultants and GM dealer personnel for vehicle diagnosis
Take direct ownership of complex or difficult cases
Determine when to engage Field Service Engineers based on vehicle issues, escalation criteria, and field requests
Identify, create, and share product issues and resolutions, including service information feedback, preliminary service information, and case-closing resolutions
Support TAC Advisors in diagnosing and resolving vehicle concerns
Partner with Brand Quality and Engineering to identify new and emerging product issues
Create and publish bulletins within Service Information
Serve as the single TAC point of contact for assigned technical support areas across all GCCX Business Units, field personnel, and executive leadership
Propose solutions to leadership and develop plans using established procedures and new solutions
Build and maintain internal working relationships across teams
Create and deliver presentations supporting issue identification, resolution, and cross-functional alignment
Support GM's customer-centric operating model in a fast-paced, rapidly changing environment

Requirements

What you’ll need

High school diploma with 10+ years of automotive technician experience, or an equivalent combination of education and automotive technician experience
Minimum of 4 current ASE Certifications
Customer-focused mindset with strong interpersonal skills
General knowledge of major automotive systems, including electrical, safety systems, restraints, powertrains, transmissions, and chassis components
Ability to maintain technical certifications
Master ASE Certification preferred
Proficiency with GM internal websites and tools including SI, GWM, Salesforce/OneCRM/CXConnect, and Microsoft Office products preferred
Proficiency with GM internal systems including QIS, PRTS, VIS, Global Connect preferred
Excellent oral and written communication skills preferred
Strong analytical and problem-solving skills preferred
Excellent organizational skills preferred
Ability to identify unique situations and escalate appropriately preferred
Ability to work independently with minimal guidance preferred
Ability and willingness to work in a cross-functional, team-focused environment preferred
Ability to multitask in a fast-paced environment and work independently or collaboratively with team members preferred
Applicants may be required to successfully complete role-related assessments and/or pre-employment screening

Benefits

Comp & perks

Benefits and Total Rewards resources supporting employee well-being at work and at home
Inclusive workplace focused on belonging and employee development
Reasonable accommodations for applicants with disabilities