Hotline Technical Advisor

Jobtailor; Chennai District; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Ford Motor Company in Chennai, India invites applications for the IMG Technical Hotline Advisor role. This hands-on position delivers real-time technical support to dealership service teams, diagnosing complex vehicle concerns and guiding remote diagnostics, repairs, and module programming.

You will manage cases, track performance metrics, collaborate with Field Service Engineers, Product and Engineering teams, and drive process improvements for service quality.

Qualifications

• Diploma/Bachelor’s/Master’s in mechanical or automobile engineering.
• Experience with automotive diagnostics and service processes.
• Strong troubleshooting and analytical skills with attention to detail.
• Experience with OEM tools and diagnostic platforms is preferred.

Responsibilities

• Provide real-time technical support to dealership service teams.
• Diagnose complex vehicle concerns and guide remote diagnostics and module programming.
• Track and manage cases, escalate as needed, and document resolutions.
• Analyze field issues and contribute to root-cause analysis and product improvements.
• Collaborate with Field Service Engineers, Product/Engineering, and warranty teams.

Skills

Automotive diagnostic knowledge

Strong problem-solving

Effective communication

Ability to work under pressure

Education

Diploma in Mechanical or Automobile Engineering

Bachelor’s or Master’s degree in Mechanical or Automobile Engineering

Tools

IDS

FDRS

Internal OEM tools

Diagnostic platforms

Job 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.

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 escape 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 Usage

• Utilize internal systems (e.g., PTS, GTAC, Servis2, diagnostic tools) for issue tracking and resolution
• Support continuous improvement of processes and service quality
• Leverage remote diagnostic tools and digital platforms for efficient support

Work Environment

• Operate in a high-pressure, real-time support environment
• Work across multiple time zones as required

Education

• Diploma / Bachelor's / Master's degree in:
• Mechanical Engineering
• Automobile Engineering

Experience

• Minimum 5 years of experience in:
• Automotive technical support / hotline operations
• Field Service Engineering (FSE) / Warranty / Diagnostics
• Prior OEM experience preferred
• Dealer workshop / shop floor experience is mandatory

Technical Skills

• Strong automotive diagnostic knowledge (vehicle systems, powertrain, electronics)
• Hands-on experience with:
• Diagnostic tools (IDS, FDRS)
• Automotive service systems and platforms
• Familiarity with internal OEM tools (preferred but can be trained)

Behavioral Skills

• Strong problem-solving and analytical thinking
• Effective communication and stakeholder handling
• Ability to work under pressure and manage multiple cases
• High attention to detail and customer focus

Other Requirements

• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook)
• Strong interpersonal and collaboration skills
• Achievement-oriented mindset