Technical Assistance Center Advisor (Technical Hotline Engineer)

* Position Purpose (Overview of the position)

• The IMG TAC Advisor role is crucial in reviewing and promptly responding to dealership technical queries to minimize vehicle downtime. This position involves providing valuable data to the SEO, downstream, and Technical Training teams regarding product and process-related field concerns, thereby enhancing service quality. Responsibilities include full ownership of market TAC metrics, transforming critical concern data for cross-functional teams, analyzing cases of 'Not Fixed Right First Time' (Not FIRFT) to identify causes, and communicating findings to Field Service Engineers (FSEs). The role also emphasizes leveraging modern technology, called SWIS (See What I See) and resources

* Key Roles and Responsibilities and Skill of Position

• 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.

• 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 Days

• 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.

- Diploma or bachelor’s degree or master’s degree in mechanical, Automobile.

- 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.

- 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

- 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.

* Working location: Hanoi, Hybrid working model