Tts Agent

3 days ago

Chennai Tamil Nadu, 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.

**E**XPERIENCE**
- 3+ year of Automotive/Technical experience.

**LANGUAGES**
- Fluent in English.

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