TTS Agent

4 weeks ago

Chennai, India MSX International Full time

TTS Agent - Parts support

DUTIES AND RESPONSIBILITIES

  • Primary contact for the dealers and field staff in all matters relating to parts identification.
  • Analyze the request and identify the root causes and main technical issues.
  • Providing reliable and fast support, giving parts advice to the dealers and processing stock control actions.
  • Market language expert of the team in translations, providing answers and direct contact with the network and the customer's representatives.
  • Organizing and giving ad-hoc training to team members within MSXi organization.
  • In case of critical cases manage inbound and outbound calls from/to the dealers related to open cases.
  • End-to-end cases resolutions:
  • Ownership of cases until the final resolution or escalation.
  • Single point of contact for Dealers once the case has been opened.
  • Record all cases' up-to-date information and progress.
  • Escalate cases to next level when needed.
  • Follow up on existing cases.
  • Continuous improvement:
  • Communicate and/or escalate recurring product issues or other relevant concerns to the customer via system (ITEM) or via the direct supervisor.
  • Escalate cases to Team Leader where support is needed.
  • Ad-hoc support to team members in case of need.
  • Take care of performance and KPIs for meeting goals.

KNOWLEDGE AND SKILLS

  • Special experience on parts technical support.
  • Able to read technical drawing.
  • Good root causes investigation methods.
  • Good people management and listening skills.
  • Knowledge of the TTS Systems.
  • Good analytical skills.
  • Strong knowledge on vehicle mechanical, electrical, and computer system is a plus.

QUALIFICATIONS

  • Technical college level or acquired by experience.
  • Engineering degree is a plus.
  • Automotive certification is a plus.

EXPERIENCE

  • 3+ year of Automotive/Technical experience.

LANGUAGES

  • Fluent in English.

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