Company Name

Ford ( Chennai )

Job Description

• Job Description:
  • 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.

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