Senior TAC Escalation Advisor

### Responsibilities - Support TAC Advisors and escalation team members to diagnose and resolve complex vehicle concerns. - Partner with Brand Quality, Engineering, and cross-functional teams to identify new product issues, define patterns, and escalate appropriately. - Create and publish bulletins within Service Information and contribute clear product issue and resolution communication. - Serve as the single TAC point of contact for assigned areas of technical support, including GCCX Business Units, Field Personnel, and Executive Leadership. - Exercise independent judgment to assess issues, propose solutions to leadership, and determine the most appropriate course of action. - Build and maintain strong working relationships internally to exchange information with colleagues and project leaders. - Develop and lead presentations to support issue identification, resolution, and business decision-making. ### Required Qualifications - High school diploma with 10+ years of automotive technician experience, or equivalent combination of education and experience. - Minimum of 4 current ASE Certifications. - Customer-focused mindset with strong interpersonal skills. - Expert knowledge of TAC ETA processes and deep understanding of major automotive systems, diagnostic practices, and escalation workflows. - Ability to maintain technical certifications. - Excellent oral and written communication skills, with the ability to adapt to various audiences. - Strong analytical, critical-thinking, and problem-solving skills. - Excellent organizational skills and ability to manage priorities effectively. - Strong leadership presence and ability to mentor/coach others. ### Preferred Qualifications - Master ASE Certification. - GM World Class Technician or equivalent. - Degree in Automotive or related field. - Proficiency with GM internal tools: SI, GWM, Salesforce/OneCRM/CXConnect, Microsoft Office, QIS, PRTS, IVH, and Global Connect.