Img Technical Assistance Center Advisor

4 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.

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