IMG Technical Assistance Center

7 days ago

Pretoria, Gauteng, South Africa Ford Full time R250 000 - R500 000 per year
Job Description
  • 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.
Responsibilities
  • 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 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.
Qualifications
  • 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.
About Us

At Ford Motor Company, we believe freedom of movement drives human progress. With our incredible plans for the future of mobility, we have a wide variety of opportunities for you to accelerate your career and help us define tomorrow's transportation.

About the Team

Marketing, Sales & Service plays an important role in Ford's revitalization as a modern, progressive vehicle and mobility services company delivering a trusted customer experience. Candidates should have a vast depth of knowledge and expertise in implications of data and taking actions based on those, as well as have a passion for the lifetime value of a customer. Ford MS&S embraces an audience-first mindset and way of doing business that improves customer loyalty, vehicle repurchase, as well as additional sales of vehicles, parts, accessories and services. We are the eyes, ears and voices of Ford, meeting customer demand by delivering the right products to the right dealers at the right time.

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