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.
