General Motor

General Motor

OnStar Technical Operations Engineer

Description

Hybrid - Position does not require an employee to be on-site full-time but the general expectation is that the employee be onsite an average of 3 times a week.

About the Role :

The goal of the Customer Experience Team (CX) within General Motors is to innovate and drive business value with solutions that provide Best-in-Class user experiences across the GM ecosystem. The Customer Experience team designs experiences across the vehicle, network connectivity, back office, and customer channel technologies to create a synergistic, holistic, and global end-to-end customer journey. Connected Operations within CX is responsible for being the protector of our Customers Connected Vehicle from the moment they purchase a GM vehicle throughout their entire lifecycle across all technologies. We ensure that a customer's performance and experiences across their vehicle and digital services are best in class.

About the OnStar Technical Operations Engineer Role: This role is technical and will require a deep understanding of system/application interactions. This position will be responsible for technical problem resolution, while proactively addressing systematic issues impacting customers. This person will perform detailed analysis, define requirements, detail process steps, support and develop improvement strategies. Successful team members determine validation steps and build database queries to perform in-depth data analysis. Our business is fast paced and constantly evolving to provide “Best in Class” Customer Experiences.

Primary Responsibilities:

  • Conduct end-to-end performance analysis of customer experience and system processes to identify areas for improvement and optimization.
  • Develop and maintain performance dashboards and reports to provide visibility into system performance and progress towards performance goals.
  • Recommend and implement process improvements and optimization strategies to enhance overall performance.
  • Escalate and prioritize issues as needed for corrective action to SMEs or application teams.
  • Work as liaison between technical teams, engineering and call center operations to enable successful containment, system improvements and issue resolution.
  • Demonstrate an ability to multi-task, drive results and collaborate across multiple teams.
  • Gain/exhibit knowledge of API execution and manage escalated issues regarding performance.
  • Advocate change to enterprise processes or applications when issues are detected after determining root cause and appropriate corrective actions.
  • Steer technical triages and deliver technical issues or content to end users and business owners.
  • Document, track and trend escalated cases, production incidents and defect closures.
  • Additional Description

    Required Skills and Experience:

  • Bachelor's degree in computer science, engineering, information systems or other related field, or equivalent experience.
  • Minimum 3-5 years' experience in a technical role
  • Proficiency with MS Office suite and specifically MS PowerPoint and MS Excel
  • Understanding of call center applications, application integration and work-flows to support changes that benefit the user experience.
  • High level of interpersonal skills to work effectively with others
  • Ability to see the potential for improvement in all areas/processes
  • Well-developed oral and written communication skills
  • Proficient database skills and significant SQL query experience
  • Familiarity with Power BI Tableau reporting systems
  • Familiarity with some of the following: Big Data (Hadoop/Teradata), Python, Maxis, HUE, basic knowledge about APIs, XM Discover/Clarabridge (sentiment analytics), Heap, Adobe Analytics, Azure
  • Preferred Skills and Experience

  • Strong knowledge of Tableau / Power BI Visualization tools
  • Strong knowledge of Heap, Adobe, or Google Analytics
  • Familiarity with mobile applications
  • 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.

    Total Rewards Benefits Overview

    From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources.

    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 at [email protected] 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.

    Job details

    Title

    OnStar Technical Operations Engineer

    Employer

    General Motor

    Location

    United States

    Published

    June 11, 2024

    Application deadline

    September 08, 2023

    Job type

    Senior

    Field

    Engineering

    About the employer

    We embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Our diverse team of 164,000 employees bring their collective passion for engineering, technology and design to deliver on our vision of a world with Zero Crashes, Zero Emissions and Zero Congestion.

    Together, we want to make electric vehicles for everyone and safely push transportation beyond our wildest imaginations with autonomous vehicles and advance hydrogen fuel cell technology. We are proud of our achievements so far, but there is more work to be done. Together, for everyone.

     

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