Tac Advisor

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 1-day time limit.

Provide justification for any TSRs open beyond 2 days to the TAC Supervisor/TSO manager.

Prepare alerts with relevant documents for thermal and safety-related 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, Servis2, PAR, and WSM to the respective stakeholders for correction.

Discuss warranty rejection repairs with the dealer and ZM after consulting with the IMG TAC Supervisor.

Communicate technical issues with service parts to the PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team.

Review and adjudicate Prior Approval Requests (PARs) in Servis2.

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.

**KPI**:Response Time**:60 **Minutes. Handle Time**:20 **Minutes. Dealer Sat**:96%. Technical VOR: 9 **Days

**REQUIRED BACK-GROUND/ EDUCATION**
Graduated from University with a major in Technical Automotive Engineering.

**QUALIFICATIONS**
3-5 years of working experience Automotive Technical.
Driving license B2 class or higher with experience.
Good at English (Writing, Speaking & Listening) and MS Office (Word/Excel, Power Point).
Good communication and interpersonal skills (negotiation, coordination, presentation ).
Good analytical skill.
Creative, teamwork, careful and capable to learn new concepts.
Good at customer satisfaction-oriented mindset.

**Key Skills**:Highly 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, Servis2, 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