Operations Associate 2 (Troubleshooting Expert) - Milford, MI (Onsite / Hybrid) :: Contract (W2)

Job Title: - Operations Associate 2 (Troubleshooting Expert)

Location: - Milford, MI (Onsite / Hybrid)

Duration: - 1 Year with possible to extension (W2)

Description:

What you'll be doing:

Foster GM's Safety First culture across troubleshooting operations, ensuring activities prioritize safety and follow safe work practices and policies.

Oversee and guide troubleshooting activity for technical issues, ensuring clear triage, accurate categorization, and timely escalation of issues that impact fleet utilization.

Monitor field communications and operational signals to assist in troubleshooting, identify patterns, and report unresolvable issues to Fleet Operations Engineers and Vehicle Technicians.

Compile proper diagnostic information and document issues thoroughly and accurately, including failures, mitigations, and resolutions.

Partner with technician and engineering teams to refine troubleshooting workflows, documentation processes, and operational feedback loops.

Build and share troubleshooting knowledge through training modules and operational guidance for Troubleshooting Experts and AVTOs.

Maintain a calm, helpful, and professional composure during routine support and high- pressure operational situations while providing excellent customer support.

Support product testing and debug events of interest for engineering groups, including validating behavior and helping refine new features or fixes prior to rollout when needed.

Respond to troubleshooting tickets quickly and follow through to completion with strong ownership and attention to detail.

Write clear daily handoff reports for subsequent shifts and leadership to ensure continuity across operations.

Support ad hoc projects as needed for various operational or engineering priorities.

Handle confidential information responsibly and demonstrate sound judgment when working on sensitive projects and operational issues.

What you must have:

Technical background and understanding in automotive, robotics, autonomous vehicles, technology operations, or a related environment, with a strong troubleshooting mindset.

Proven ability to communicate clearly and build rapport with a rapidly growing team, including giving and receiving prompt, understandable verbal and written communication across varied audiences.

Ability to adapt quickly to evolving situations, anticipate issues before they spread across the fleet, and remain calm and focused under pressure.

Strong attention to detail, execution skills, and follow-through from issue identification through resolution.

Ability to speak in front of large groups and communicate issues effectively to shift managers, fleet engineers, technicians, and operational leadership.

Comfort operating in a complex, dynamic, and fast-paced environment while managing multiple activities and priorities simultaneously.

Professionalism in working across multiple levels of management, engineering, and AV operations.

Experience with productivity and incident-management tools such as Google Workspace or Microsoft Office, Confluence, JIRA, CRM platforms, and similar tools.

Excellent customer-service orientation and strong interpersonal skills.

Ability to remain alert and highly focused for extended periods during operational support activities.

Willingness to work on-site at designated GM facilities and support flexible operational needs as required.

Enthusiasm for self-driving technology and its potential impact on safety, accessibility, and the future of mobility.

Bonus Points!

Previous experience leading large teams or providing informal leadership in technical operations environments.

Background in automotive and/or technology industries.

Experience using PagerDuty or similar incident-response and on-call coordination tools.

Experience using command line tools, programming, SQL, or related software and integration tools that support debugging and analysis.

Experience using JIRA

Experience in customer-facing operations or technical support environments with a strong customer-service mindset.

Story Behind the Need Business Group & Key Projects
Business group Surrounding team & key projects Purpose of this team Motivators for this need (i.e.-special projects/general workload support/etc.)	Font line role they provide "help desk" for the AV operations team Super Cruise 3 program, next gen Super Cruise Any issues the test operators see in the field (chip in the paint, software issues, flat tire, etc) it all goes through this team Triage and escalate things as needed, sending it to service or engineering Cutting out reports on what the trending issues are Team structure split into quarters, 4 team leads one for each shift, it is a 24/7 operation and likely will need to work holidays, 4-5 people on the front line per shift, interact with the AV operations team (their main customer that escalates issues to them), different engineering teams (fleet and reliability engineering team and vehicle integration), very hands on engineering team for the Super Cruise 3, working with some different software engineering teams Motivator for these positions all backfills
Typical Day in the Role
Typical task breakdown and rhythm Interaction level with team Work environment description Chance for flex hours or remote Chance for extension later Confirm if group participates in GM Contract Worker Shutdown days	Work site location - Onsite at Milford Proving Ground in BLDG 16 (behind the campus entrance gate) alongside the AV Operations team, with plans to move to BLDG 104 (outside the campus entrance gate) alongside the Vehicle Integration and Vehicle Test Engineering teams Chance for an extension yes, likely
Compelling Story & Candidate Value Proposition
What makes this role interesting? Competitive market comparison Unique selling points Value added or experience gained	Really cool team get exposed to a lot and learn a lot of stuff Next gen technology AV industry is very fun, always something new happening
Candidate Requirements
Degrees or certifications required Years of experience required Technologies/depth of technologies required Any preferred schools/companies	Education Requirement: High School Diploma Years of experience: 2-4 years of experience required Prefer experience in the AV space and/or IT Troubleshooting (Vehicle operator or worked in remote assistance or support roles) this is very relevant and extremely helpful to have coming into this role, making training a lot easier, but this is not required Operational role Technical mindset Working a lot with test engineers who are direct GM employees, wide variety of experience you have to work with, not getting frustrated with people, being able to work with this Be able to verify what problem is being reported, find instructions, provide them and document the issue, not expected to be a systems engineer and diagnose The role is - "here is my error code, this is how I find it, follow the steps" Soft skills need to be good at documentation, ability to work with others, being adaptable to change and different processes
Top 3 must-have hard skills Level of experience with each Stack-ranked by importance	1	Experience with Jira, Service Now, any ticketing platforms
2	Experience in virtual customer support role/chat support/over the phone
3	Familiarity with knowledge bases, follow directions