Service Engineering Lead, Suburban Shield - GM Defense

About the role

GM Defense (GMD) is a dynamic and growing organization within General Motors. Within GMD, the Integrated Product Support (IPS) organization is responsible for delivering aftersales and sustainment support to defense customers worldwide, ensuring customer satisfaction, mission readiness, and long-term business growth. The Service Engineering Lead, Suburban Shield is a people leader role with end-to-end responsibility for leading the service engineering team supporting Suburban Shield vehicles and variants. This leader is accountable for building and developing a high-performing team, establishing and executing operational plans, and delivering program-level service outcomes across service readiness, field issue resolution, sustainment execution, and customer satisfaction. This role leads a team within the IPS function with responsibility for service engineering deliverables, technical problem resolution, customer support readiness, and continuous improvement. The Service Engineering Lead serves as the primary service engineering leader for the program, ensuring the voice of the customer, field, and sustainment community is represented throughout the product lifecycle, from design and development through field deployment and in-service support. The successful candidate will provide people leadership, technical direction, and business judgment across a diverse scope of work. They will drive cross-functional alignment with program management, product engineering, quality, supply chain, field support, and customer stakeholders while building the organization, processes, and operating rhythm required to support mission-critical defense products.

Responsibilities

• Lead, coach, and develop a team of service and sustainment engineers responsible for Suburban Shield service engineering execution, field support readiness, and issue resolution.
• Establish team goals, priorities, roles, and operating mechanisms aligned to annual business objectives, program milestones, and customer commitments.
• Own talent outcomes for the team, including hiring, onboarding, performance management, development planning, succession planning, recognition, and employee engagement.
• Build the team with the right mix of technical capability, program experience, and growth potential to support current and future business needs.
• Determine resource needs, assign work across the team, remove roadblocks, and ensure high-priority deliverables are executed with urgency, quality, and accountability.
• Create and oversee operational plans for routine and non-routine service engineering activities, using data to identify risks, resolve issues, and improve execution.
• Own program-level service engineering outcomes for Suburban Shield, including: Service parts identification and release
• Technical manuals and service procedures
• Diagnostics, special tools, and service programming
• Field issue triage, escalation, and corrective action coordination
• Service communications and technical guidance
• Serviceability and maintainability input to product development
• Lead the team's participation in product development forums, design reviews, change control, and launch readiness activities to ensure service and sustainment requirements are incorporated early and effectively.
• Serve as the senior service engineering leader and escalation point for Suburban Shield customers and internal leadership, building trusted relationships and communicating complex issues, tradeoffs, recommendations, and recovery plans.
• Lead cross-functional resolution of complex technical, quality, reliability, and readiness issues by aligning engineering, quality, suppliers, program teams, and field support around durable corrective actions.
• Use data, field feedback, and trend analysis to identify emerging risks, quantify business and customer impact, and prioritize the team's work on the highest-value problems and opportunities.
• Drive continuous improvement in service engineering processes, field response, technical content quality, and support readiness to reduce downtime, improve customer experience, and strengthen life cycle support performance.
• Create a team environment that reflects GM behaviors by fostering inclusion, open discussion, accountability, collaboration, and safe escalation of risks or concerns.
• Provide clear communication and exec

Additional Information

Job Description Service Engineering Lead, Suburban Shield (GM Defense) About GM Defense GM Defense is driving the future of military mobility by leveraging the best-in-class capabilities of General Motors for unmatched innovation, proven performance, and breakthrough life cycle economics. We deliver reliable, affordable, and innovative products across a full spectrum of capabilities including integrated vehicles, electrification, autonomy, robotics, and security. Work Arrangement Hybrid: This role is categorized as hybrid. The successful candidate is expected to report to Warren, Michigan or Milford, Michigan three times per week, at minimum.

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