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VIP Field Issue Resolution Specialist

General Motors

General Motors

This job is no longer accepting applications

See open jobs at General Motors.
Customer Service
Milford Charter Twp, MI, USA
Posted on Thursday, February 8, 2024

Job Description

As part of the Vehicle Intelligence Platform Software Integration Team, the Issue Resolution Specialist is a critical role that will ensure that customer-facing issues are investigated and resolved promptly. In this position you will engage with ECU teams throughout General Motors to address issues reported both from the Captured Test Fleet (CTF) and from the customer fleet. You will work closely with Program Quality, the Technical Assistance Center (TAC), and Brand Quality in order to keep a pulse on customer and dealership feedback. The Issue Resolution Specialist will leverage CTF and non-saleable development vehicles to reproduce issues that are reported in the field, and will engage with Field Service Engineers as needed in order to get first-hand feedback from customer vehicles.

Hybrid: This position does not require an employee to be on-site full-time to perform most effectively. The employee's role enables them to work at a GM facility or off-site as frequently as needed or desired.

  • This position requires an employee to be onsite 1-3 times per week

The Role

As part of the Vehicle Intelligence Platform Software Integration Team, the Issue Resolution Specialist is a critical role that will ensure that customer-facing issues are investigated and resolved promptly. In this position you will engage with ECU teams throughout General Motors to address issues reported both from the Captured Test Fleet (CTF) and from the customer fleet. You will work closely with Program Quality, the Technical Assistance Center (TAC), and Brand Quality in order to keep a pulse on customer and dealership feedback. The Issue Resolution Specialist will leverage CTF and non-saleable development vehicles to reproduce issues that are reported in the field, and will engage with Field Service Engineers as needed in order to get first-hand feedback from customer vehicles.

Responsibilities

  • Acquire and analyze data logs for root cause identification of preproduction and field issues

  • Lead triage of emerging issues reported by TAC

  • Engage with ECU teams to ensure diagnostic strategy is robust on VIP programs

  • Ensure issue resolution is performed timely and properly, own and drive issues to closure

  • Support the Continuous Product Improvement Team (CPIT) as required

  • Ensure that Over the Air update campaigns include critical software fixes

  • Travel as required to support emerging issues during launch or in the field

Additional Job Description

Requirements

  • BS in Engineering or 5+ years of equivalent experience

  • 2+ years of proven in-vehicle troubleshooting and problem-solving experience

  • Demonstrated hands-on integration experience with automotive electrical interfaces

  • Proactive and results driven individual with high level of initiative to work with multiple organizations to solve integration issues

  • Experience troubleshooting distributed control systems

  • Experience with Vehicle Intelligence Platform (formerly Global B) electrical architecture and serial data

  • Self-motivated to achieve results on time with minimum supervision

  • Understanding of the end user’s experience with features on their vehicle

  • Proven track record and drive to do hands-on work such as ECU flashing, vehicle updates, and component removal/installation

  • This position requires legally operating a motor vehicle on a daily basis

  • This role will require regular on-site support at both Milford and Warren facilities as well as on-call support for emerging CTF and field issues

Desired Skills

  • Demonstrated hands-on experience with automotive electrical interfaces such as CAN, LIN, and Ethernet

  • Familiarity working on solving parasitic drains problems in electrical architecture

  • Experience with Over the Air re-flash feature

  • Experience with telematics related components and functionality

  • Experience working on problem solving through software application/tools development

  • Strong understanding of embedded software and controls

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.


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

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.​

This job is no longer accepting applications

See open jobs at General Motors.