IMG Technical Assistance Center Advisor at Ford Motor Company of Southern Africa

POSITION DETAILS

• 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 Technical Support Requests (TSR) open beyond 2 days to the TAC Supervisor/Technical Service Operations 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, OWS (One Warranty System), Prior Approval Request (PAR), and Workshop Service Manual to the respective stakeholders for correction.
• Discuss warranty rejection repairs with the dealer and Zone Manager after consulting with the ZAF TAC Supervisor.
• Communicate technical issues with service parts to the PDC (Parts Distribution Centre)/PCA (Product Concern Analyst) team.
• Review and provide guidance on adjudication for PAR in OWS.
• 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.

RESPONSIBILITIES

PERFORMANCE MEASURES/ SUCCESS CRITERIA

• Response Time: 60 Minutes. 
• Handle Time: 20 Minutes. 
• Dealer Sat: 96%. 
• Technical VOR: 9 Days

KNOWLEDGE, SKILLS and ABILITIES (KSA)

• High 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, OWS, 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.

 QUALIFICATIONS and EXPERIENCE

• Diploma or bachelor’s degree or master’s degree in mechanical, automotive.
• 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 a must, Dealer Diagnostic Engineer, Ford Master Technician or equivalent certifications are important, and completion of New Model Training. Any Battery Electrical Vehicle (BEV) training and or experience will be beneficial.