Description

The Service Operations Intern supports the Dealer Training and Brand Quality teams within the GM Aftersales organization by assisting with the general administration and management of programs, policies and processes fundamental to the operation of these functions. The role directly supports vehicle quality improvement processes, and Dealer Sales and Technical Training programs across all GM products sold within Australia and New Zealand.

Brand Quality:

• Support the review of Technical Assistance Centre (TAC) Cases and Field Product Reports (FPRs) to discover emerging vehicle issues
• Using multiple data sources such as Quality Data Analytics Platform (QDAP), TrackerGART, Global Warranty (GWM), compile and analyse warranty trend information to assist with issue identification & definition activities, and to measure/analyse the success of service solutions
• Assist with the management of the Aftersales Top Issues List (TIL) and monitor progress of open issues using the global Problem Resolution Tracking System (PRTS)
• Assist with the management of quality and problem resolution forums with homerooms and suppliers, including the Right Hand Drive (RHD) remanufacturing process, for products sold under the GM Specialty Vehicles (GMSV) and Cadillac brands
• Assist with the operation of Captured Test Fleet (CTF) programs
• Assist with the management and resolution of Vehicle Exchange (VEX) vehicles
• Assist the TAC Team with data and reports that define top issues and general team performance vs KPI’s

Dealer Training:

• Assist the training academy teams preparation and delivery of events such as drive days and the Technicians Guild Program
• Liaise with stakeholders to source vehicles in a timely manner for training purposes and support the management of the training fleet
• Process travel subsidy claim requests and dealer payments through the Sundry Billing Request Form (SBRF) system
• Submit dealer Learning Management System (LMS) license fees (quarterly) and GMSV dealer training subscriptions to Conduent
• Raise and manage the Training Academy purchase orders and invoice approvals through SAP
• Support the publication of dealer facing bulletins through Global Connect

Knowledge:

• Experience using Microsoft Excel and Power point essential, Power BI highly regarded
• Flexible attitude to work assignments and a willingness to take on a diverse range of tasks
• Knowledge of and aptitude relating to data collection / statistics
• Some knowledge of automotive business processes and customer expectations highly regarded
• Knowledge of vehicle mechanical and electrical systems advantageous (not required)

Skills:

• Good computer literacy
• Problem solving
• Ability to plan, prioritize and manage/follow up tasks
• Good negotiating skills
• Capable of building rapport and relationships across multiple business functions

Experience/Education:

• Currently studying, qualifications in Business, Engineering, Science or similar discipline

Competencies:

• Drive for Results
• Initiative

• Problem Solving
• Enthusiastic and Positive Attitude
• Organisational skills

Quality Accountability :

All employees of GM are assigned the responsibility and authority to:

• Ensure that you comply with your obligations under the Australian Consumer Law and the GM Australia Consumer Compliance Policy and its associated procedures. In particular, you are responsible for applying the requirements of the Australian Consumer Law within operational processes working with other parts of the GM Australia business and dealerships, in addition to interactions with customers, dealers and any escalated customer issues.
• Process conforming products/services to the next stage of processing or to the customer after having been trained and authorised to carry out the process in accordance with relevant procedures, standardised operation sheets or job instructions and/or having completed all documentation and tests.
• Place a temporary hold on any process that is non-conforming to normal specification/standards. Employees must immediately refer the non-conformance to the Supervisor in charge, for approval to continue or initiate corrective action.
• Comply with GM health and safety policies and procedures including the use of safety equipment provided so as to protect their own health, safety and welfare and to avoid adversely affecting the health and safety of any other person.
• Ensure that environmental issues arising from their activities are managed according to legal requirements, the Environmental Policy and procedures and good management practices.
• Refer any environmental issue/s arising from their activities immediately to the Supervisor in charge for approval to either continue or initiate corrective action.
• Ensure that all work area process changes with a significant environmental aspect are controlled.
• Ensure that you comply with your obligations under the Australian Consumer Law and the GM Consumer Compliance Policy and its associated procedures. In particular, you are responsible for applying the requirements of the Australian Consumer Law within operational processes working with other parts of the GMSV business and dealerships, in addition to interactions with customers, dealers and any escalated customer issues.

NOTE: An environmental aspect is regarded as an element of the organisations activities, products or services that has the potential to impact on the environment.

Diversity:

All employees of GM are required to support GM’s Diversity programs, and to abide by its Equal Employment Opportunity, Harassment and Bullying policies and procedures at all times while acting within their capacity as an employee or while acting on behalf of or with GM.

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 believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee 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.

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws.

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

General Motors 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 Careers.Accommodations@GM.com 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.