Analyst -Customer Experience and Aftersales Readiness
General Motors

Job Info

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Job Description

Hybrid: This position does not require an employee to be on-site full-time to perform most effectively.

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

The all new General Motors BrightDrop team is growing, and we are seeking technical, innovative, problem solvers - to learn more about how we're building smarter ways to deliver goods and services please go to:https://www.gobrightdrop.com/.

The world has changed, and we need your help to change it for the better! The General Motors BrightDrop team is tasked with developing and commercializing solutions to the world's mobility challenges. We invite you to join us in building a future with Zero Crashes, Zero Emissions, and Zero Congestion.

The General Motors BrightDrop team is seeking customer-focused team members who have a passion for innovative technologies and approaches to business. Individuals will work collaboratively in agile teams to create concepts and start new ventures that solve personal and commercial mobility challenges.

Access to advanced technologies and the autonomy to challenge convention create an exciting fast-paced environment often associated with Silicon Valley start-ups. This is a unique opportunity to innovate and scale solutions that address the world's mobility challenges. We seek experienced individuals ready to rise to the challenge!

Responsibilities include the following:

• Assist in stand-up and operation of BrightDrop Aftersales and Training operations
  
• Develop and support customer relationships as it relates to BrightDrop Aftersales deliverables
  
• Oversee and deliver service readiness for Electric Commercial Vehicles, Pallets, and future products, including repair and diagnostic procedures, service part requirements, special tool support and warranty procedures
  
• Lead and provide oversight to cross-functional partners or suppliers, to ensure on-time and ongoing service readiness
  
• Oversee development of technician training materials and deployment of both digital and hands-on training for BrightDrop customers
  
• Help design and implement operational tools, training and standardized processes that are repeatable, scalable and in alignment with organizational goals and objectives
  
• Support BrightDrop Mobile Repair and Service Parts Distribution for EP1 Pallet
  
• Work with technicians and dealership(s) to ensure systems and processes are in place to manage and process warranty claims according to BD policies & procedures
  
• Evaluate BrightDrop's service customer experience based on customer data and observations. Assist in continuous improvements / problem resolution to build customer loyalty
  
• Ability to manage time and projects and measure/prioritize workeffectively with limited supervision
  
• Report status of BrightDrop service and part issues to BrightDrop leadership, and cross functional partners or suppliers as needed
  
• Functions as an avenue for escalation of BrightDrop customer issues
  
• Responsible for maintaining key BrightDrop program data and deliverable information
  
• Support onsite production pull processes for service parts and parts readiness for non-production pull blackout period between model years
  
• Support additional ad hoc projects as needed
  

Additional Job Description

Skills & Qualifications:

• Bachelor's degree in relevant field
  
• Minimum of 5 years-experience in service engineering or automotive parts and service.
  
• Experience with electric vehicles preferred, but not required
  
• Knowledge of service, parts and warranty departments' structure
  
• Training, coordination and facilitation of meetings
  
• Understanding of service and warranty metrics
  
• Strong written and verbal communication
  
• Continuous improvement mindset
  
• Provides feedback and coaching
  
• Computer, data, and analytic skills
  
• Drives for results
  
• Problem solving self-starter
  
• Adaptability and able to work effectively with ambiguity and change
  
• Experience managing outside contractors
  
• Ability to work collaboratively and effectively in matrix organization
  

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

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 atCareers.Accommodations@GM.com. 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.

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