Field Operations and Technical Assistance Manager

Job Description Work Arrangement: This role is categorized as onsite. this means the successful candidate to report to the GM office full time. The Role The Field Operations and Technical Assistance Manager leads GM’s field service and Technical Assistance Center (TAC) activities across Egypt and North Africa. The role ensures assigned dealers receive timely, effective technical and operational support, and that complex vehicle and customer concerns are investigated, escalated, resolved, and used to drive continuous improvement. Working with the Service Operations Manager, dealer leadership, and cross-functional teams, this manager strengthens dealer service capability, repair quality, customer experience, and field execution. The role turns technical case data, customer feedback, and field observations into clear priorities and measurable actions for dealers and GM stakeholders. What You’ll Do - Lead field service and TAC priorities in alignment with CCA and Service Operations objectives; translate business and customer needs into practical dealer-support plans. - Lead, coach, and develop field service and TAC team members, prioritize workload, and coordinate territory and dealer coverage. - Build strong working relationships with dealer service team and provide hands-on support through field visits, performance reviews, operational assessments, and follow-up. - Oversee the end-to-end TAC case process, including intake quality, prioritization, technical analysis, escalation, response timeliness, case documentation, and verified closure. - Guide the investigation of complex or repeat vehicle concerns, ensuring appropriate diagnostic steps, evidence, repair direction, and escalation to the relevant engineering, quality, or global technical teams. - Support urgent, safety-related, customer-impacting, and repurchase-risk cases; coordinate prompt ownership, clear communication, and a documented resolution path. - Use Field Product Reports (FPRs), TAC cases, warranty information, customer feedback, and dealer observations to identify emerging product or process trends and communicate actionable findings. - Partner with Quality, Engineering, Manufacturing, Supplier Quality, Warranty, Customer Care, and regional or global teams to support containment, root-cause analysis, corrective actions, validation, and recurrence prevention. - Monitor dealer and field-support indicators such as customer satisfaction, fixed right first time, repeat visits, technical case aging and closure, dealer service capability, and field-action execution; highlight gaps and recommend countermeasures. - Develop and track dealer improvement plans with clear owners, milestones, and follow-up; review progress with dealer management and escalate unresolved barriers appropriately. - Coordinate dealer readiness and field execution for recalls, field actions, service campaigns, and other customer-support programs, including repair information, tools, parts, technician capability, and completion monitoring. - Support new-model and new-technology readiness—including electric vehicles—by identifying technical support needs, special tools and safety requirements, service information gaps, and dealer capability actions. - Ensure dealers receive clear, timely technical communications, service procedures, diagnostic guidance, and lessons learned; coordinate updates with the appropriate GM functions. - Prepare concise management updates and performance reviews that summarize customer and vehicle concerns, technical risks, dealer actions, trends, and decisions required. - Promote consistent use of GM service, technical-assistance, safety, warranty, and quality processes; identify compliance risks and drive corrective follow-through. - Represent GM professionally in dealer and cross-functional discussions, building alignment while protecting customer interests and GM standards. - Perform other related duties as assigned. Your Skills & Abilities (Required Qualifications) Educational and Experience Background - Bachelor’s degree in Mechanical Engineering, Automotive Engineering, Mechatronics, or a related technical discipline; equivalent relevant education and experience may be considered in accordance with local requirements. - Minimum of 8 years progressive experience in automotive aftersales, dealer service operations, field service, technical support, or a Technical Assistance Center environment. - Demonstrated experience leading teams or coordinating technical and dealer-facing work across multiple stakeholders. - Experience investigating complex vehicle concerns and managing issues from initial report through technical escalation, repair validation, and closure. - Experience working with dealer networks and collaborating across functions such as Quality, Warranty, Engineering, Manufacturing, Customer Care, and Training. - Experience supporting new-model launches, field actions, recalls, or new vehicle technologies is an advantage. - Strong written and spoken English and Arabic communication skills. Technical and Professional Skills - Strong understanding of automotive service operations, dealership workshops, vehicle repair processes, and dealer support. - Technical case management, diagnostic reasoning, evidence review, escalation, and repair validation. - Structured problem solving, including root-cause analysis, containment, corrective action, and recurrence prevention. - Working knowledge of Field Product Reports, service information, diagnostic tools, warranty processes, and field-action execution. - Dealer performance analysis and the ability to translate customer, technical, and operational data into focused improvement actions. - Strong written communication, technical reporting, presentation, and meeting-facilitation skills. - Proficiency with Microsoft Office tools, particularly Excel and PowerPoint; experience with dashboards or business-intelligence tools is an advantage. - Ability to travel to dealer locations and support field activities across the assigned geography. Competencies - Customer-focused judgment and ownership through resolution. - People leadership, coaching, and development. - Clear communication and effective influence across a dealer network and matrixed organization. - Analytical thinking and sound technical judgment. - Strong prioritization, follow-through, and escalation discipline. - Cross-functional collaboration and relationship building. - Accountability, integrity, and commitment to safety and compliance. - Adaptability and continuous-improvement mindset in a changing technical environment. 



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