+ 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. + 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. **Education Qualification** Diploma or bachelor’s degree or master’s 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. **Requisition ID** : 47959