SAGINAW, Mich. -

As a recent blog entry from General Motors put it, modern cars are complex machines and even the best-trained dealer technicians need help on occasion with tough service issues they encounter.

In its latest “Faces of GM” video blog, the company spotlights the work of its in-house Technical Assistance Center, led bymanager Dale Hall.

“This is a call center to directly help dealer technicians resolve problems on vehicles that they’re struggling with,” Hall said. “On an average day, we take 2,000 calls.”

The calls come in to 160 Tier 1 technical assistance agents, with another 30 Tier 2 agents available as needed, on GM’s escalation team. All of the agents are ASE certified technicians who undergo extensive classroom and hands-on training throughout the year, Hall said. GM engineers take part in the training, to help the agents keep up with the latest auto systems and product concerns.

“The way we try to impact future products with our technical assistance is those 2,000 calls; we are logging those into a database, and providing that information to engineering on a daily basis,” Hall said; this is to not only fix issues in cars already on the road, but to address them in the manufacturing  process.

“Top box satisfaction is what we are striving for every day, on every call,” Hall said. “Everything we’re doing here is focused on the customer’s experience with their GM product.”

To see the video, click here.
 

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