Senior TAC Escalation Team - Advisor

The TAC Escalation Team (E-Team) Consultant provides live and remote support to other TAC Consultants and GM dealer personnel to assist with vehicle diagnosis, independently manages complex or difficult cases, and uses expert knowledge of TAC ETA processes, diagnostic practices, and escalation workflows to drive case progression. This role determines when to engage a Field Service Engineer (FSE) based on vehicle issues, predefined escalation criteria, and requests from field personnel. In addition, E-Team members are responsible for identifying patterns, creating, and sharing product issues and resolutions, including service information feedback, preliminary service information, and case-closing resolutions. This role partners closely with Brand Quality, Engineering, and cross-functional business partners to identify and resolve current and launch-related product issues. The E-Team Consultant also supports the organization in building a customer-centric operating model, recommending process improvements, developing presentations, and communicating effectively with key partners and leadership while maintaining efficiency in a fast-paced, rapidly changing environment.