- Receive, review, and respond to technical queries from the field through:
Ø Technical Support Request (TSR),
Ø Emails (when GTAC is down or not operational),Ø Handling inbound calls (after submitting TSR),Ø Utilizing SWIS calls (Call volume at 5%) and making outbound calls as needed.
- Regularly track all open/ageing concerns for timely resolution and update the vehicle status.
- Daily update the TSR status in the TSR tracking sheet on SharePoint until the Repair Order
(RO) is invoiced.
- Aim to answer all incoming phone calls within three rings to minimize missed calls.
- Escalate issues to the TAC Supervisor within 24 hours if there is a delay in diagnostics by the
dealer and TAC.
- Follow the escalation matrix to ensure that open concerns are resolved within the specified 1-
day time limit.
- Provide justification for any TSRs open beyond 2 days to the TAC Supervisor/TSO manager.
- Prepare alerts with relevant documents for thermal and safety-related events and forward them
to the TAC Supervisor for validation.
- Assist dealer technicians with module programming through SWIS, phone, or WebEx when
dealers face execution challenges.
- Update the TSR tracking sheet for repeat failure concerns.
- Inform the IMG TAC Supervisor about repeat repair TSRs from the first day for guidance.
- Report any abnormalities in PTS, TSR, SWIS, Servis2, PAR, and WSM to the respective
stakeholders for correction.
- Discuss warranty rejection repairs with the dealer and ZM after consulting with the IMG TAC
Supervisor.
- Communicate technical issues with service parts to the PDC (Parts Dispatch Centre)/PCA
(Product Concern Analyst) team.
- Review and adjudicate Prior Approval Requests (PARs) in Servis2.
- Address low TAC survey scores by finding resolutions and enhancing skills through appropriate training.
- Analyze the "Not Fixed Right First Time" (Not FIRFT) customer verbatim and update the gap analysis on SharePoint for FSE review. KPI: Response Time: 60 Minutes. Handle Time: 20 Minutes. Dealer Sat: 96% . Technical VOR: 9 Day.
Responsibilities
- Receive, review, and respond to technical queries from the field through:
Ø Technical Support Request (TSR),
Ø Emails (when GTAC is down or not operational),Ø Handling inbound calls (after submitting TSR),Ø Utilizing SWIS calls (Call volume at 5%) and making outbound calls as needed.
- Regularly track all open/ageing concerns for timely resolution and update the vehicle status.
- Daily update the TSR status in the TSR tracking sheet on SharePoint until the Repair Order
(RO) is invoiced.
- Aim to answer all incoming phone calls within three rings to minimize missed calls.
- Escalate issues to the TAC Supervisor within 24 hours if there is a delay in diagnostics by the
dealer and TAC.
- Follow the escalation matrix to ensure that open concerns are resolved within the specified 1-
day time limit.
- Provide justification for any TSRs open beyond 2 days to the TAC Supervisor/TSO manager.
- Prepare alerts with relevant documents for thermal and safety-related events and forward them
to the TAC Supervisor for validation.
- Assist dealer technicians with module programming through SWIS, phone, or WebEx when
dealers face execution challenges.
- Update the TSR tracking sheet for repeat failure concerns.
- Inform the IMG TAC Supervisor about repeat repair TSRs from the first day for guidance.
- Report any abnormalities in PTS, TSR, SWIS, Servis2, PAR, and WSM to the respective
stakeholders for correction.
- Discuss warranty rejection repairs with the dealer and ZM after consulting with the IMG TAC
Supervisor.
- Communicate technical issues with service parts to the PDC (Parts Dispatch Centre)/PCA
(Product Concern Analyst) team.
- Review and adjudicate Prior Approval Requests (PARs) in Servis2.
- Address low TAC survey scores by finding resolutions and enhancing skills through appropriate training.
- Analyze the "Not Fixed Right First Time" (Not FIRFT) customer verbatim and update the gap analysis on SharePoint for FSE review. KPI: Response Time: 60 Minutes. Handle Time: 20 Minutes. Dealer Sat: 96% . Technical VOR: 9 Day.
Qualifications
Key Skills: Highly automotive technical knowledge and competent in product and process concern diagnosis.
- Ability to understand the critical concern and logical approach.
- Ford Information systems- PTS, GCQIS, GTAC, Servis2, and Panda
- Computer literate – Word, Excel, Outlook, PowerPoint, IDS, FDRS, and WebEx
- Ability to work under pressure in difficult environments and different time zone.
- Management, better communication skills, strategic thinking, adaptability and attention to detail.
