Hotline Technical Advisor

Ford Motor Company; Chennai District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Lincoln Motor Company is seeking an experienced Technical Hot Line Specialist to support field technicians across time zones. You will handle TSRs, emails, and live calls, using Ford systems and SharePoint to track issues, provide timely diagnostics, and escalate as needed.

The role requires strong automotive technical knowledge, familiarity with PTS/GCQIS/GTAC/Servis2/Panda, and proficiency in MS Office. You must maintain high dealer satisfaction and drive rapid problem resolution.

Qualifications

• ITI/ Diploma/ Degree in mechanical or automobile fields.
• Minimum 5 years in Hot Line operations / FSE / Warranty.
• Automotive domain experience desirable.
• Ford OEM experience preferred.

Responsibilities

• Respond to technical queries via TSR, emails, and inbound/outbound calls.
• Track open/aging concerns and update TSR status until RO invoiced.
• Update TSR tracking sheet on SharePoint daily.
• Answer calls within three rings to minimize missed contacts.
• Escalate to TAC Supervisor within 24 hours for delayed diagnostics.
• Follow escalation matrix to resolve issues within 1 day.
• Prepare alerts for thermal and safety events for validation.
• Assist dealer technicians with module programming via SWIS/WebEx.
• Review and adjudicate PARs in Servis2 and communicate findings.

Skills

Automotive technical knowledge

Diagnostic skills

Critical reasoning

Communication skills

Time-zone adaptability

Management & planning

Education

Mechanical or Automobile degree (ITI/Diploma/Bachelor/Master)

5+ years Hot Line / FSE / Warranty experience

Tools

PTS

GCQIS

GTAC

Servis2

Panda

Job description

Job Description:

• Receive, review, and respond to technical queries from the field through:
• Technical Support Request (TSR)
• Emails (when GTAC is down or not operational)
• 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
• Handle Prior Approvals as per business requirement
• 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.
• 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.

Qualifications

Education Qualification ITI or Diploma or bachelor’s degree or master’s degree in mechanical,

Automobile.

No. of Years of Experience Min 5 years of experience in Hot Line operations / FSE / Warranty.

Prior experience in automotive or related industries is desirable.

Technical Hot Line OEM Experience is preferred.

Professional Exposure

(Technical Skills) Should have worked as Service Technician, Dealer Shop Floor Experience is must, Dealer Diagnostic Engineer, Ford level 3 or equivalent certifications are important, and completion of New Model Training

Other Requirements Good in MS office files, Communication, and interpersonal skills

Work well under pressure and highly achievement oriented, Ability to develop open and cooperative relations with internal and external team.

Requirements: