AddressAs the Service Operations Quality Intern, you will support various teams within the GM Aftersales organisation by assisting with the identification, definition, and root cause investigation of product quality issues. The purpose of your role is to ensure any issues are appropriately prioritised within the vehicle problem resolution process.
Your responsibilities include:
- Support the review of TAC Cases and Field Product Reports (FPR) to discover emerging vehicle issues.
- Raise and manage Service Engineering Issues (SEI) and Technical Service Bulletins (TSB) to support the Brand Quality Specialist.
- Using 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.
- Assist with the management of Aftersales Top Issues List (TIL) and monitor progress of open issues using global Problem Resolution Tracking System (PRTS).
- Manage the return of warranty parts to the Returned Parts Assessment Centre (REPAC) to support issue investigations. Conduct part inspections and assist with the return of parts to suppliers and vehicle homerooms as required.
- Assist with the management of quality and problem resolution forums with suppliers, including the Right-Hand Drive (RHD) remanufacturing process for products sold under the GM Specialty Vehicles (GMSV) and Cadillac brands.
- Support vehicle homeroom with TSB and PRTS feedback.
- Assist with preparation and management of Foreman’s Meeting material and presentations.
- Support Field Service Engineers (FSE) with the diagnosis and management of customer cases.
- Assist with diagnosis and resolution of Vehicle Exchange (VEX) vehicles.
- Assist Aftersales Engineering Diagnostic Specialist with current product issues that impact TAC and FSE functions.
- Assist Aftersales Engineering Diagnostic Specialist with validation activities and issue resolution where required.
- Assist with management of Aftersales vehicle fleet and use of fleet for issue investigations.
- Assist Technical Assistance Team with data and reports that define top issues and general team performance vs KPI’s
About Us
Globally, General Motors is headquartered in Detroit, Michigan (USA) - operating in six continents. 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.
Locally, we're a business with national reach and a proud, rich automotive history, and we’ve got the exciting opportunity to represent GM's ongoing presence in Australia & New Zealand. Whether it's the recently announced Cadillac, headlined by the all-electric LYRIQ, the GM Specialty Vehicles venture bringing iconic GM nameplates like Corvette and Silverado to ANZ, our Isuzu Trucks New Zealand portfolio, or the endless possibilities in the Aftersales space, there's plenty to look forward to.
Our strength is truly our people – we come from all walks of life and celebrate that diversity every chance we get. Whether you’re an intern or a senior leader, your voice counts. We're big on working flexibly, in fact it's become our new global approach to work, we call it “Working Appropriately”. We recognise the value in working how and where you add the most value, so you can expect our partnership when you join the team.
About you
You’re an enthusiastic individual with a desire to learn. You are currently completing a relevant undergraduate degree (In Engineering, Science or a similar discipline) with minimum of two semesters remaining (post internship in 2025). You can demonstrate:
- A can-do attitude with a great work ethic.
- Accuracy and attention to detail.
- Knowledge of vehicle mechanical and electrical systems (not required).
- Proficient with Microsoft Excel and Power point, as well as experience with other MS Office applications.
- Willingness to take on a range of tasks accordingly.
- Have knowledge relating to data collection/statistics.
- Ability to plan, prioritise and manage/follow up tasks as required.
Please note: This is a full-time 6-month internship role commencing in late June 2024, if your university supports this through a co-op program or professional placements program you can do this as part of your course, alternatively, you will need to defer study for 6 months to conduct this internship.
