Service Center LIVE Technician-INF0004153
Why General Motors?
At GM, we've charged ourselves with one mission: to design, build and sell the world's best vehicles. And to achieve our goals, we're currently undergoing one of the largest Information Technology transformations in the history of the automotive industry.
GM IT is a leader in cutting edge technologies such as Mobility, Telematics, Mission-Critical Business Systems, Supercomputing, Vehicle Engineering, and Real-time Computing. We offer challenging positions for passionate professionals looking to get in on the ground-floor of a growing Fortune 5” firm that is re-inventing IT with a laser focus on Innovation, Speed, and Business Value.
Join our team and experience Information Technology at a scale and pace not seen before!
General Purpose Of Position
Perform administrative duties in various sections or staffs of the organization. Gather and analyze data, make reports, prepare plans and recommendations. May represent assigned section of task committees and may lead some task activities. Work involves accuracy and ability to make decisions within the limits of general policies and procedures. Significant independent judgment is used. May be required to plan and direct work of other employees.
Purpose Of Position
Ensure a consistently high degree of professionalism while providing IT support for all customers.
Major Duties And ResponsibilitiesAssists in planning, conducting and evaluating projects
Monitors programs and projects
Prepares, analyzes, summarizes and presents data in formats appropriate for the decision process (oral, written reports, presentations)
Frequent contact with others outside the work group - Including end-users.
Specific Areas Of ResponsibilityEngage with customers in a professional and courteous manner
Diagnose hardware and software problems to establish root cause and drive to resolve customer issues
Ensure customers leave with fully functional IT assets
Client computer system hardware, software, and application troubleshooting
Support for all mobile platforms
Deliver training to customers
Produce customer enthusiasm
Exceed customer expectations
Utilize all data systems and knowledge bases for resolution of problems, including networking with other technicians and any 3rd party resources like IBM, Cisco, AT&T, Verizon, etc.
Complete all backend paperwork in a timely manner, such as incident ticket creation and updates in inventory management systems and local transaction logs
Ensure appropriate stock levels of hardware are in the room, such as pcs on hand, as well as pre-built loaners for use
Report any unresolved issues or customer care issues to the Room Manager for further escalation/resolution
Ensure room operational hours and Code of Conduct are adhered to
Provide best effort support on IT issues that may be considered out of scope
Provide on-site support at any local location
Skills And AbilitiesExcellent level of analytical ability, communication and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues.
Demonstrates initiative by reaching beyond work assigned to improve output and/or help others
Proven ability in project management skills and ability to teach others
Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results
Demonstrated ability in lead projects by coordinating the work of others
Demonstrated ability in use of Microsoft Office software tools for reporting and communications.
Education / TrainingThe candidate must have 6 years relevant experience plus relevant technical certification, OR 4 years relevant experience plus a mid-level certification and an Associates Degree in a Technical Discipline or related field, OR 2 years relevant experience plus a mid-level certification and a Bachelors Degree in a Technical Discipline or related field.
ExperienceGreater than 5 years experience in the business environment
Automotive experience would be an advantage
Posting Date: May 15, 2013, 3:18:49 PM - Ongoing