Hotline Technical Advisor

· Receive, review, and respond to technical queries from the field through:

Ø Technical Support Request (TSR),

Ø Emails (when GTAC is down or not operational),

Ø Handling inbound calls (after submitting TSR),

Ø 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.

· Handle Prior Approvals as per business requirement,

· 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.