Customer Care Manager - GM Envolve

Description
***This role is categorized as hybrid. This means the successful candidate is expected to report to the Oshawa Elevation Centre, three times per week at minimum.***
Are you a customer focused individual with great automotive technical knowledge, then this position is for you! The GM Envolve Canada Customer Care Manager is the primary contact for providing aftersales support for Fleet, Commercial, Government and Rental customers in Canada. Using your skills and interacting with other departments in General Motors of Canada, you will support these customers so that General Motors continues to be their primary vehicle provider.
This position involves significant customer contact and occasional travel will be involved.
What You'll Do (Responsibilities):

• Support the GM Envolve Customer Care Canada team with technical and administrative advice to support fleet customers and resolve any concerns.
• Support GM Envolve Account Managers, Regional Dealer Sales Managers and the Government Sales Team with joint business contacts as needed.
• Provide aftersales support to Business Elite dealers in Canada.
• Support Fleets in Canada with agreements required to run their business.
• Support Fleet Management Companies (FMCs) in Canada with product issue resolution, information reports as needed, as well as in person contacts.
• Manage the GM Envolve Canada training website, being a liaison with Service Training to keep the course curriculum current and provide access to technicians in need of training support.
• Work with the Field Action team to support customers to ensure knowledge and action for open Field Action information.
• Work with the US Envolve team to adopt best practices for implementation in GM Envolve Canada, attending US meetings as necessary.
• Work with Brand Quality to provide product feedback from fleet customers.
• Manage Parts Escalation process for Out-of-Service fleet vehicles.
• Build and maintain relations with the Customer Care and Aftersales (CCA) team and the field team, understanding and supporting their business objectives.

Additional Description
Required Skills/Experience/Education

• A strong automotive technical skill set with knowledge of vehicle operation, strategy-based diagnosis, and repair procedures with knowledge of both Internal Combustion Engine (ICE) and Electric Vehicles (EV).
• Automotive Technician Training/Certification would be considered an asset.
• A prolific communicator with strong verbal and written communication skills.
• Strong computer software and analytics skills, especially Microsoft Office, with particular emphasis on Microsoft Excel and the ability to take complex amounts of data and develop key insights and actions.
• Ability to build strong relationships and manage expectations with Dealers and customers, regional teams, GM Envolve and Commercial team.
• Ability to work independently and balance conflicting priorities while maintaining effectiveness.
• Strong time management skills to focus efforts on the most impactful activities.
• Experience within the automotive industry and specific knowledge of GM sales operations across Chevrolet, Buick, GMC & Cadillac brand would be an asset.

GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.
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