Service Center Guide

Description

About the Position: Service center guide

The ideal candidate for the Service center guide position embodies GM's Behaviors and is driven to create an industry defining service model for automotive customers in Europe. Service center guide responsibilities include introducing relevant and essential information to new customers, providing prompt quality service, developing quality standards at our service partners, and ensuring adherence. Service center guide are there to assist clients throughout the customer journey, from the first delivery to the end of leasing contract, including regular maintenance and unplanned events.

The Service center guide will be expected to improve the operational efficiency and commercial fitness of the CCA business in their respective market. During launch phase, the roles and responsibilities of the Service center guide will be broadened to guarantee coverage of certain activities and that the Service center guide has hands-on experience in all events occurring in the service partner ecosystem. In this role, the Service center guide will represent General Motors to our customers and should ensure that through excellent communication, customer service and partner management, that the reputation of GM is reflected positively .

Key Requirements:

Customer-first Mindset: Ability to leverage insights and build relevant processes to drive customer preference and excellence for GM's ownership and support experiences. Possess customer-centric approach with ability to leverage customer journey mapping, customer personas, empathy interviews, and competitive analysis to deliver value to our customers.

Quality excellence: Ability to define quality standards and keep eye on the details to reach an outstanding level of quality for a premium customer experience

Communication: Ability to lead and influence at all levels. Possess good communication skills to influence external partners and colleagues in pursuing quality and customer obsession

Outcome-Oriented: Ability to clearly articulate desired outcome(s). Possess ability to assess complex situations quickly, assess risks and be decisive. works collaboratively to create a path to achieve it.

Business Acumen: Ability to formulate a strong POV and adjust plans strategically in a changing environment. Possess strong CX strategic acumen and business agility.

Analytical: Ability to effectively analyze complex data and translate into easily and digestible information. Proactively identifies and resolves problems in a timely manner. Can synthesize complex or diverse information, use intuition and experience to complement data.

Key Responsibilities

Measuring key performance of service partners and facilitate GM system usage

Understand customer complaints, collect preliminary vehicle data, and consult with field service engineer to enhance root cause analysis

Inform and present in a clear and effective way products, features, and service to the final customers in accurate manner, via phone (Inbound- outbound), email or chat and in person

Monitor the quality standard, technical safety, and warranty procedures at the service centers

Leverage customer data to suggest new products & services intentionally and proactively

Assist in validating market launch procedures and assist in defining procedure and operation excellence

Support ad hoc requests that drive business results, customer satisfaction and/or global alignment

Work across the organization SMEs and service partners to deliver transparent and efficient customer experience

Required Qualifications:

Experience in a customer-facing role

Flexibility and agility in managing different tasks simultaneously

Excellent communication and problem-solving skills

Prior Experience in working in a retail environment or as quality auditor

High interest and passion for automotive industry

Capacity to consolidate multiple sources of disparate information into easy-to-understand views for customers

Microsoft excel and power point knowledge

Fluency of English, German, with proficiency in French

Valid driving license

Preferred Skills:

Customer Focus – ability to gather customer insights and prioritize product features or processes appropriately

Cross functional collaboration skills and the ability to handle ambiguity

Organizational and learning agility – ability to influence external partner in achieving quality excellence

Previous experience in automotive company in a field role

Business and technical acumen

Ability to create presentation, procedure, and document

Knowledge of direct-to-consumer (D2C) business model

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.