EV Battery Field Support Advisor

Job Description

This role is categorized as hybrid. This means the successful candidate is expected to report to the Warren Technical Center, three times per week, at a minimum or other frequency dictated by business needs.  

The Role:

Are you passionate about electric vehicles and eager to make a difference in the automotive industry? As an EV Battery Support Specialist, you will play a crucial role in supporting our dealers throughout the EV Battery and Rechargeable Energy Storage System (RESS) replacement process. Your focus on safety and quality will ensure that every step is executed flawlessly.

In this dynamic position, you will collaborate with Technical Assistance Center (TAC) Advisors and Escalation Team Members to diagnose and resolve vehicle concerns. You will also work closely with Brand Quality and Engineering teams to address new issues as they arise

. As a primary contact for your area, you will engage across Global connected Customer Experience Business Units, Field Personnel, and Leadership, making a significant impact on our operations.

What You’ll Do (Responsibilities):

• Champion Safety: Support dealers throughout the RESS replacement process, ensuring safety is prioritized at every step.

• Expert Coordination: Facilitate Customer Experience and Engineering teams in connecting with Dealers and Field teams as needed, ensuring seamless communication and updates.

• Synchronized Communication: Keep Technical Assistance Center Cases and internal communications aligned with updates from dealers and internal teams for efficient resolution.

• Field Support: Assist the Field Response Team (FRT) in coordinating efforts with dealers and Field Service Engineers (FSEs) to enhance dealer support.

• Innovate Processes: Contribute to the development of business tools, processes, and documentation that streamline operations and improve efficiency.

• Training Development: Support the creation and updating of training materials for Peers, Technical Assistance Center Agents, and other Customer Experience business unit teams to foster a knowledgeable workforce.

• Leadership Communication: Summarize critical issues and resolutions, effectively communicating insights to leadership to drive informed decision-making.

Relocation: This job is not eligible for relocation benefits. Any relocation costs would be the responsibility of the selected candidate.

Additional Job Description

Required Qualifications:

• 2-3 years of Automotive Technical Experience (Dealership/Technical Assistance Center)

• Customer focused & interpersonal skills.

• General knowledge of most automotive systems (EV/Hybrid, restraints, powertrains, transmissions, or chassis components or in combination)

• Excellent oral and written communication skills.

• Excellent analytical & problem-solving skills.

• Excellent organizational skills.

• Ability and willingness to work in a cross functional & team-focused work environment.

• Ability to multi-task in a busy environment and work independently or with other team members.

• Ability to identify unique situations and escalate accordingly.

• Ability to work independently with minimal guidance.

• Ability to be flexible and at times work extended and non-core hours to ensure issues are worked to resolution.

Preferred Qualifications:

• Automotive Service Excellence (ASE) Certified for Hybrid/Electric Vehicle

• Proficient with GM internal websites and tools including Siebel, GMA, GWM, Global Connect, and MS Office products.

• 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

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 Appr