Field Service Manager

Description

As the Field Service Manager you will manage the service/field operations for the assigned dealer, perform network targeting excellence in service, in line with corporate standards, and support the dealer in achieving service KPIs, grow profitability and customer satisfaction, and take the voice of the customer back to the organization for product/process improvements with concerned function.

Other responsibilities include:

Ensure the implementation of GM service & warranty standards in his/her area of responsibility.

Lead the continuous improvement in service process to support CSI improvements

Manage Customer request for assistance CRA within targeted time, assure satisfactory closure

Act as 1st line TAC reporting product concerns to quality/source plants

Approve /Control warranty transactions targeting customer satisfaction.

Develop Dealers business plan and track KPIs for improvement

Report product/customer concerns to quality and source plants

Take the voice of customer to concerned functions to improve customer related issues.

Evaluate technical capabilities of Services outlets' staff and recommend training plans.

Communicate product failures and follow up on resolution.

Ensure the implementation of service remedies, field actions, and recall campaigns.

Holds themselves and others accountable for demonstrating GMs values and cultural behaviors

Performs other related duties as assigned

Knowledge and Experience:

Minimum 5 years of experience in automotive industry.

Education:

Engineering University degree, preferably in Automotive Mechanical Engineering.

MBA is a plus

Skills:

Excellent English and Arabic, both spoken and written.

Excellent command of computer skills

Excellent communication and presentation skills.

Organized and methodical.

Excellent problem-solving abilities.

Negotiation skills

Time management skills

Competencies:

Process Management

Organizing

Managerial Courage

Time Management

Problem Solving

Additional Description 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.

Total Rewards Benefits Overview

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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.

We encourage interested candidates to review the key responsibilities and qualifications and apply for any positions that match your skills and capabilities.

Equal Employment Opportunity Statements

The policy of General Motors is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, General Motors is committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] 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.