Description
The IMG Technical Hotline Advisor provides real-time technical support to dealership service teams, ensuring quick resolution of vehicle issues to minimize downtime. The role involves diagnosing complex technical concerns, managing service requests, analyzing recurring failures, and collaborating with cross-functional teams to improve product and service quality.

Responsibilities
Technical Support & Query Handling
- Receive and respond to dealership technical queries via:
- Technical Support Requests (TSR)
- Email and phone support
- Remote diagnostic tools (e.g., SWIS, WebEx)
- Provide guidance on vehicle diagnostics, repairs, and module programming
- Support dealers in resolving complex technical issues efficiently

Case Management & Escalation
- Track and manage all open and aging cases to ensure timely resolution
- Maintain TSR tracking and update status until job closure (Repair Order invoiced)
- Escalate unresolved issues within defined timelines
- Provide justification for delayed cases and follow escalation matrix

Quality & Performance Management




- Ensure adherence to key performance indicators (KPIs):
- Response Time: 60 minutes
- Handling Time: 20 minutes
- Dealer Satisfaction: 96%
- Vehicle Off Road (VOR): 9 days
- Monitor repeat repairs and escalate recurring issues early
- Support improvement of “Not Fixed Right First Time (FIRFT)” metrics

Data Analysis & Reporting
- Analyze field concerns and customer feedback to identify root causes
- Maintain gap analysis reports and share insights with Field Service Engineers (FSEs)
- Prepare alerts for safety and critical issues with proper documentation
- Track repeat failures and system-level abnormalities

Cross-functional Collaboration
- Work closely with:
- Dealership technicians
- Field Service Engineers (FSEs)
- Product and engineering teams
- Parts and warranty teams
- Communicate issues related to:
- Service parts
- Warranty claims
- Product quality concerns

Process Improvement & Tools Usag

📌 Hotline Technical Advisor (Chennai)
🏢 Ford Motor
📍 Chennai