Hotline Technical Advisor

• Key Skills: Highly automotive technical knowledge and competent in product and process concern diagnosis 
• Ford Level 3 certification  is preferred
• 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.

KPI: Response Time: 60 Minutes. Handle Time: 20 Minutes. Dealer Sat: 96% . Technical VOR: 9 Days

• 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.
• 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