Img Technical Assistance Center Advisor - Pretoria, South Africa - Ford Motor Company

Ford Motor Company

Verified Company

Pretoria, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

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 1day 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 safetyrelated 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.