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