TTS Agent

1 day ago


Chennai, Tamil Nadu, India MSX INTERNATIONAL Full time ₹ 6,00,000 - ₹ 10,00,000 per year


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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