Hotline Technical Advisor

Job Summary

Receive, review, and respond to technical queries from the field through: Technical Support Request (TSR), Emails (when GTAC is down or not operational), Handling inbound calls (after submitting TSR), 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.

Handle Prior Approvals as per business requirement.

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 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 Days.

Key Skills

• Automotive technical knowledge
• Diagnose product and process concerns
• Ford information systems (PTS, GCQIS, GTAC, Servis2, Panda)
• Computer literacy (Word, Excel, Outlook, PowerPoint, IDS, FDRS, and WebEx)
• Ability to work under pressure
• Ability to work across time zones
• Communication skills
• Strategic thinking
• Attention to detail

Education Qualification

ITI or Diploma or Bachelor's degree or Masters degree in mechanical, Automobile.

No. of Years of Experience: Min 5 years of experience in Hot Line operations / FSE / Warranty.

Prior experience in automotive or related industries is desirable.

Technical Hot Line OEM Experience is preferred.

Professional Exposure (Technical Skills) Should have worked as Service Technician, Dealer Shop Floor Experience is must, Dealer Diagnostic Engineer, Ford level 3 or equivalent certifications are important, and completion of New Model Training

Other Requirements Good in MS office files, Communication, and interpersonal skills

Work well under pressure and highly achievement oriented, Ability to develop open and cooperative relations with internal and external team.