TAC Advisor

•    High 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, OWS, and Panda
•    Computer literate – Word, Excel, Outlook, PowerPoint, IDS, FDRS, and Microsoft Teams.
•    Ability to work under pressure in difficult environments and different time zone.
•    Management, better communication skills, strategic thinking, adaptability, and attention to detail.

•    Response Time: 60 Minutes. 
•    Handle Time: 20 Minutes. 
•    Dealer Sat: 96%. 
•    Technical VOR: 7 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 Technical Support Requests (TSR) open beyond 2 days to the TAC Supervisor/Technical Service Operations 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 Microsoft Teams 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, OWS (One Warranty System), Prior Approval Request (PAR), and Workshop Service Manual to the respective stakeholders for correction.
•    Discuss warranty rejection repairs with the dealer and Zone Manager after consulting with the ZAF TAC Supervisor.
•    Communicate technical issues with service parts to the PDC (Parts Distribution Centre)/PCA (Product Concern Analyst) team.
•    Review and provide guidance on adjudication for PAR in OWS.
•    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.

•    Technical Diploma or Bachelor’s degree in mechanical or automotive engineering,
•    OR Trade Certificate (Auto Industry Designated Trade) + N4
•    OR Trade Certificate (Auto Industry Designated Trade) + N3 + Ford Technical Training Level 1 Qualification.

•    Prior experience in automotive workshop or related industries.
•    Technical Hot Line OEM Experience is preferred.