• Provide third level, on-site support to resolve automotive technical and Techline issues • Respond immediately to dispatch cases for vehicle concerns that may lead to “vehicle down” or potential “repurchase” situations • Maintain a close working relationship with GM District Managers-Aftersales (DM-A) • Work closely with the GM Business Resource Center (BRC) to respond to customers in your area • Utilize GM’s predictive analytics tool to get notifications of high repurchase potential vehicles in your assigned area • Review dealer comeback process on every dealer contact • Help implement a comeback process for each dealer that does not have a robust process in place • Review current Preliminary Information (PI) bulletins for known vehicle concerns with Dealer service personnel • Drive PI bulletin process by notifying TAC Escalation Team Agents (ETA) of authorized “field fix” information • Conduct ad-hoc in-Dealership training sessions • Take ownership of Dealer concerns and use effective problem resolution skills • For dispatched cases, address GM Dealership customer problem resolution needs via phone or at the Dealership location