Img Technical Assistance Center Advisor

3 weeks ago


Pretoria, South Africa Ford Motor Company Full time

**POSITION DETAILS**
- Receive, review, and respond to technical queries from the field through:

- Technical Support Request (TSR),
- 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.

**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.

**Employment Equity Statement**:Preference will be given to suitably qualified Applicants who are members of the designated groups in line with the Employment Equity Plan and Targets of Ford Motor Company.

**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.



  • Pretoria, South Africa Sapientis Talent Management Full time

    The Technical Assistance Centre Advisor is primarily responsible for assisting the Dealer Network by using a range of defined operating skills to assist in resolving vehicle concerns. This includes the provision of over-the-phone and written technical advice to the Dealer Network. The Technical Assistance Centre Team is responsible for ensuring that back up...

  • Technical Advisor

    1 month ago


    Pretoria, South Africa GIZ. Full time

    **About Us**: South Africa is committed to strengthen its local vaccine development and production capacity. **GIZ Su**pport to the South African COVID-19 Vaccine Roll-Out and Local Production (SAVax) **project will contribute to the empowerment of the local ecosystem by supporting training and research institutions and the regulatory capacities as well as...


  • Pretoria, South Africa Eagle Health, LLC Full time

    **Job Description**: **Eagle Health is seeking an Informatics Technical Advisor to join our team in support of the Health Information System (HIS).** The advisor will provide Health Information System (HIS) support services to satisfy the overall operational objectives of CDC South Africa in implementing PEPFAR and supporting the Government of South Africa...


  • Pretoria, South Africa Panagora Group Full time

    **Job Information**: Industry - USAIDCity - MpumalangaState/Province - GautengCountry - South AfricaZip/Postal Code - 0002HIghest Level of Education - Bachelor's DegreeWork Experience - 10-15 years- Panagora Group is a social enterprise dedicated to providing high-quality, high-impact international health, development, and learning consulting. We are a...

  • Technical Advisor

    4 weeks ago


    Pretoria, South Africa Divergent Recruit Full time

    **JOB ALERT - NEW PERMANENT VACANCY!!!** **POSITION: TECHNICAL ADVISOR / DE FITTER (FEMALE CANDIDATE)** **LOCATION**:ROSSLYN, PRETORIA, GAUTENG PROVINCE** **MINIMUM ESSENTIAL QUALIFICATIONS**: - Matric / N Diploma (Technical) - Position would suit a **FEMALE CANDIDATE (PREFFERED BY CLIENT)** - **DIESEL ELECTRICAL FITTER** Qualified Artisan **(RED SEAL...


  • Pretoria, South Africa Hire Resolve Full time

    Hire Resolve, a reputable recruitment agency, is currently seeking a highly skilled and motivated Branch Technical Advisor to join our client's team. As a Branch Technical Advisor, you will play a crucial role in providing technical support and guidance to clients and internal teams. You will be responsible for assessing client needs, recommending solutions,...

  • Pvt Ext

    5 days ago


    Pretoria, South Africa Ford Motor Company Full time

    Support Production Plant by ensuring PSW’d Body Exterior components are provided for vehicle Production through quality of design, and on-time releases. - Responsible for design revisions, support reworks and interim component and process changes. - Liaise with suppliers and regional Lead Engineering Activity on constant basis to ensure ongoing quality...


  • Pretoria, South Africa Rainbow Recruitment Full time

    **Job Advert Summary**: Epol is looking for a dynamic and experienced Equine Technical Advisor to join their EPOL team. The successful incumbent will be responsible to support the equine national Sales Manager. To grow and manage existing equine business in Gauteng, Northern and North Western region, Western and Eastern Cape as well as central region.To...

  • Data Advisor

    4 weeks ago


    Pretoria, South Africa Eagle Health, LLC Full time

    **Job Description**: **Eagle Health is seeking a Data Advisor to join our team in support of the Centers for Disease Control and Prevention in South Africa.** CDC South Africa relies heavily on the use of data for decision-making, partner monitoring and program improvement. The primary objective of this Task Order Service Letter is to support CDC South...


  • Pretoria, South Africa Anova Health Institute NPC Full time

    Anova is an NGO that empowers people and changes lives. Good health and quality of life is what motivates us to provide healthcare solutions and support for those who need it most._ - The incumbent will provide the National Department of Health HIV/AIDS and STI Cluster with data analytics support and build capacity for data analytics/use in the Department of...


  • Pretoria, South Africa GIZ. Full time

    **About Us**: The BMZ - financed programme “Transboundary Water Management in SADC (TWM)” supports the implementation of regional strategies for Integrated Water Resource Management. As part of TWM the “Support to Integrated Catchment Management” project (ICM Action) is supporting the national programme ReNOKA for Integrated Catchment Management...


  • Pretoria, South Africa GIZ. Full time

    **About Us**: The BMZ - financed programme “Transboundary Water Management in SADC” supports the implementation of regional strategies for Integrated Water Resource Management. In its fifth phase, the focus lies on supporting the national programme ReNOKA for Integrated Catchment Management (ICM) in Lesotho, which is co-financed by the EU. ReNOKA is a...


  • Pretoria, South Africa CRDF Global Full time

    **Job Description**: **This is position is open to U.S. citizens or Legal permanent residents who have lived in the U.S. for the last three years and have experience working with CDC, PEPFAR or USAID** **Estimated Period of Performance: 6/15/2023 to 6/14/2028** CRDF is seeking an Informatics Technical Advisor, (Pretoria, South Africa) who will Provide...


  • Pretoria, Gauteng, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...


  • Pretoria, South Africa The Aurum Institute Full time

    2023/01/09 Reference Number 2023/01 - Technical Advisor: DR - TB Description **Work Description** The Technical Advisor: MDR-TB is responsible for providing guidance and expertise on best clinical and operational practice on MDR-TB; in order to optimize the capacity of Districts to provide comprehensive MDR-TB services. **Technical Work...


  • Pretoria, South Africa Vistant Full time

    **Title: Informatics Technical Advisor** **Estimated Period of Performance: 6/15/2023 to 6/14/2028** **Place of Performance: Pretoria, South Africa** **Service Objectives**: The Informatics Technical Advisor will independently provide Health Information System (HIS) support services to satisfy the overall operational objectives of CDC South Africa in...

  • Service Advisor

    1 month ago


    Pretoria, South Africa GAP Consulting Full time

    Gauteng, Pretoria Central - Motor Retail - Service Dept - R R 14 000 - RR 17 000 Monthly - Job ref: GP022964/CVDB - Vacancy type: Permanent SHIFTINTOHIGHCAREER to a well-established and highly successful Dealership who requires the services of an experienced Service Advisor **Minimum Requirements**: - Must have a minimum of 2-3 years’ experience as a...


  • Pretoria, South Africa Adzuna ZA B C2 Full time

    The client liaison team is responsible for the servicing of the Financial Advisor Offices with any matter relating to our clients’ products, processes, transactions, web services as well as general queries regarding their client’s investments. Our client advocates excellent client service and strives to be the number one service provider in industry....


  • Pretoria, South Africa RPO Recruitment Full time

    Our client, who offers clients a range of investment solutions to accommodate their unique risk and return objectives, is currently seeking a Junior Financial Advisor to join their team in Pretoria. As a Junior Financial Advisor, you will have the opportunity to assist our senior financial advisors in providing financial guidance to our clients and making...

  • Technical Assistant

    7 days ago


    Pretoria, South Africa Herotel Full time

    Applications are invited for the **Technical Assistant **position to be based in **Tshwane** **PURPOSE OF THE ROLE**: The duties of the Technical Assistant are focused around supporting the technician with their duties as well as mostly performing the manual labour involved. **Key Performance Areas would include, but are not limited to**: - Assist the...