Dealer Advocacy

2 days ago

Chennai Tamil Nadu, India Ford Motor Company Full time

Receive technical queries from field through I. Technical Support Request (TSR), II. Mails (when GTAC is down/not operational) III. Incoming calls (after TSR is submitted).
- Track open/ageing concerns daily for early closure. - Update the TSRs status in TSR tracking sheet located in SharePoint daily until RO is invoiced.
- Try to respond to all incoming phone calls within 3 rings. - Escalate concerns to TAC Team Lead with in 24 hrs in case of delay in concluding diagnostics by dealer and TAC

A minimum diploma in mechanical/automobile degree is essential.

A minimum of 5 years of technician background is required at the dealerships.

Ford vehicle hands-on diagnosis experience is preferred.

Job Roles & Responsibilities:
- Receive technical queries from field through I. Technical Support Request (TSR), II. Mails (when GTAC is down/not operational) III. Incoming calls (after TSR is submitted).
- Track open/ageing concerns daily for early closure. - Update the TSRs status in TSR tracking sheet located in SharePoint daily until RO is invoiced.
- Try to respond to all incoming phone calls within 3 rings. - Escalate concerns to TAC Team Lead with in 24 hrs in case of delay in concluding diagnostics by dealer and TAC.
- Escalate the open concerns as per the escalation matrix to ensure that the concern diagnosis is concluded within the specified time limit of 1 days.
- Justify reason for ageing for open TSRs beyond 2 days with TAC Team lead / TSO manager. - Prepare Alert with relevant documents for thermal & safety related event and forward it to TAC Team Lead for validation.
- Guide dealer technician through phone/WebEx for module programming when dealers are unable to execute the same. - Repeat failure concern should be updated in respective TSR tracking sheet.
- Repeat repair TSRs should be brought to the knowledge of TAC Team lead from day one itself, for guidance.
- Report abnormalities noticed in PTS, TSR, Servis2, PAR & WSM to the respective stakeholders for corrections. - 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.

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