· 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. 

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.

 

Key Responsibilities:

 

 

 

· 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. Convey Warranty rejection repairs to dealer & ZM after discussion with TAC Team Lead.  Share new part technical issues with PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team. Review Prior Approval Request (PAR) and adjudicate PARs in Servis2/OWS. Review every PAR case thoroughly and ensure the right labour and part are approved under warranty Work with OPD (ongoing Product Development) team and Engineering team for any technical inputs for low MIS cases Ensure global warranty policy is being adhered while validating PAR in servis2 or in OWS Work with IMG warranty team for any disputes or any claim clarifications PAR should be handled on the same day  Parts, normal warranty, body and paint related repairs need to be reviewed and approved

Verify the repair history, warranty manual and TSB/GSB/SSM and ensure right decisions are made before approval.