To help quickly resolve programming events and assist in diagnosing potential product issues at dealerships, the Techline Customer Support Center (TCSC) in Pontiac, Mich., uses resources throughout GM. TCSC representatives work in conjunction with GM Techline Brand Quality, GM Techline Product Development, GM Milford Worldwide Service Programming (WSP) Engineering, the GM Field Service Engineering Team ( FSE) and the GM Goodwrench Technical Assistance Center (TAC) to help dealership technicians with all kinds of vehicle service programming repairs.
In addition, TCSC provides Information Technology (IT) troubleshooting and resolution for all Techline software applications related to GM North American vehicles, including calibration issues, scan tools, dealer PC hardware, dealer Internet and infrastructure connectivity.
Case Escalation
One of the new areas supported within TCSC in the U.S. is the National Dispatch Command Center (NDCC). It is staffed with experienced resources that coordinate case dispatching to the GM Field Service Engineering (FSE) Team to escalate unresolved cases for both TCSC and GM Goodwrench Technical Assistance Center (TAC). (See the July edition of TechLink.)
NDCC staff review all TCSC and TAC cases for accuracy and content pertaining to the dealer, city, state and vehicle. Cases are checked for prior FSE involvement and whether the FSE was requested by a Brand Quality Manager (BQM), Fixed Operations Manager (FOM), GM Customer Activities Manager (CAM), etc. The NDCC will perform additional research as needed for any cases and assign the best available resource. This group has been instrumental in providing expedited case dispatch to FSE, notification of assigned FSE, and case resolution.
Support Structure
TCSC is available Monday - Friday, 8:00 AM - 8:00 PM ET. Multilingual (English, French, Spanish) support is available.
All representatives collaborate with on-site specialists in numerous Techline product areas and support service programming for all model year GM vehicles.
As part of the efforts to continually improve services, TCSC conducts a monthly random sample survey that is sent to GM dealership technicians served. Any response other than completely satisfied will result in a TCSC leadership team contacting the dealership service department to address potential areas for improvement.
Contact TCSC
To contact TCSC for support, dial direct to 1-800-828-6860 or call 1-888-337-1010, prompt #3, and follow the streamlined prompts for the specific area of assistance required. In Canada, call 1-800-828-6860 (English) or 1-800-503-3222 (French).
TCSC will now be requesting the email addresses of the callers to survey callers directly about their experience. This is a change from sending a paper survey to the Service Manager once resolution of the call is completed.
- Thanks to Tom Arnold, TIS & Techline Support
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