Img Technical Assistance Center

1 day ago

Pretoria, South Africa Ford Motor Company Full time

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 Microsoft Teams. - Ability to work under pressure in difficult environments and different time zones. - Management, better communication skills, strategic thinking, adaptability, and attention to detail. - Technical Diploma or bachelor’s degree in mechanical or automotive engineering. - 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. - 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 Microsoft Teams 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. - Analyse the "Not Fixed Right First Time" (Not FIRFT) customer verbatim and update the gap analysis on SharePoint for FSE review.

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