Aftersales Assistant 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 Qualifications):

• Bachelor’s degree or equivalent experience
• Minimum 2 years of experience dealing with Warranty Sales and/or dealership operations
• Intermediate level of vehicle technical knowledge including warranty administration, service operations and customer assistance
• Basic knowledge and understanding of dealership service systems and processes
• Ability to cross-collaborate with customers and partners
• Ability to analyze data and improve processes
• Strong problem-solving skills with an innovative mentality
• Strategic agility and the means to deal with ambiguity
• Team player with excellent organization and communication skills
• Proficient in data analysis using Microsoft Tools (Excel, Word, PowerPoint, etc.)
• Valid Driver’s License

What Will Give You a Competitive Edge (Preferred Qualifications):

• Degree in an automotive/technical field or strong automotive technical knowledge
• Aftersales field experience
• Service Policies and Procedures Manual knowledge
• Experience working with Global Warranty Management (GWM)
• Advanced computer data and analytics skills

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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 aspire to be the most inclusive company in the world. 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. Our Work Appropriately philosophy supports our foundation of inclusion and provides employees the flexibility to work where they can have the greatest impact on achieving our goals, dependent on role needs. Every day, we want every employee, no matter their background, ethnicity, preferences, or location, to feel they belong to one General Motors team.

Benefits Overview

The goal of the General Motors total rewards program is to support the health and well-being of you and your family. Our comprehensive compensation plan incudes, the following benefits, in addition to many others:
• Paid time off including vacation days, holidays, and parental leave for mothers, fathers and adoptive parents;
• Healthcare (including a triple tax advantaged health savings account and wellness incentive), dental, vision and life insurance plans to cover you and your family;
• Company and matching contributions to 401K savings plan to help you save for retirement;
• Global recognition program for peers and leaders to recognize and be recognized for results and behaviors that reflect our company values; 
• Tuition assistance and student loan refinancing;
• Discount on GM vehicles for you, your family and friends.

Diversity Information

General Motors is committed to being a workplace that is not only free of discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that workforce diversity creates an environment in which our employees can thrive and develop better products for our customers.   We understand and embrace the variety through which people gain experiences whether through professional, personal, educational, or volunteer opportunities. GM is proud to be an equal opportunity employer.

Equal Employment Opportunity Statements

GM is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. GM is committed to providing a work environment free from unlawful discrimination and advancing equal employment opportunities for all qualified individuals. As part of this commitment, all practices and decisions relating to terms and conditions of employment, including, but not limited to, recruiting, hiring, training, promotion, discipline, compensation, benefits, and termination of employment are made without regard to an individual's protected characteristics. For purposes of this policy, “protected characteristics" include an individual's actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression, sexual orientation, weight, height, marital status, military service and veteran status, physical or mental disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.  If you need a reasonable accommodation to assist with your job search or application for employment, email us at Careers.Accommodations@GM.com or call us at 800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.​