Ford Motor Company Hiring for Warranty Operations and Spend Specialist at Chennai, India Full Time

• · 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.

Key Responsibilities:

• · 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.

• Convey Warranty rejection repairs to dealer & ZM after discussion with TAC Team Lead.

• Share new part technical issues with PDC (Parts Dispatch Centre)/PCA (Product Concern Analyst) team.

• Review Prior Approval Request (PAR) and adjudicate PARs in Servis2/OWS.

• Review every PAR case thoroughly and ensure the right labour and part are approved under warranty

• Work with OPD (ongoing Product Development) team and Engineering team for any technical inputs for low MIS cases

• Ensure global warranty policy is being adhered while validating PAR in servis2 or in OWS

• Work with IMG warranty team for any disputes or any claim clarifications

• PAR should be handled on the same day

• Parts, normal warranty, body and paint related repairs need to be reviewed and approved

Verify the repair history, warranty manual and TSB/GSB/SSM and ensure right decisions are made before approval.

• 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.

Requisition ID : 42538