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• 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.

• Highly 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, Servis2, 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.

Key Responsibilities:

• 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 TSRs open beyond 2 days to the TAC Supervisor/TSO 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, Servis2, PAR, and WSM to the respective stakeholders for correction.
• Discuss warranty rejection repairs with the dealer and ZM after consulting with the IMG TAC Supervisor.
• Communicate technical issues with service parts to the PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team.
• Review and adjudicate Prior Approval Requests (PARs) in Servis2.
• Address low TAC survey scores by finding resolutions and enhancing skills through appropriate training.
• Convey Warranty rejection repairs to dealer & ZM after discussion with TAC Team Lead.
• Share new part technical issues with PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team.
• Review Prior Approval Request (PAR) and adjudicate PARs in Servis2/OWS.
• Review every PAR case thoroughly and ensure the right labour and part are approved under warranty
• Work with OPD (ongoing Product Development) team and Engineering team for any technical inputs for low MIS cases
• Ensure global warranty policy is being adhered while validating PAR in servis2 or in OWS
• Work with IMG warranty team for any disputes or any claim clarifications
• PAR should be handled on the same day
• Parts, normal warranty, body and paint related repairs need to be reviewed and approved

Verify the repair history, warranty manual and TSB/GSB/SSM and ensure right decisions are made before approval.