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Technical Hotline Engineer

Technical Assistance Center (GTAC), support the technical information and provide the technical assistance for the dealer technicians.
Provide and update case information to Technical Hotline Supervisor, for Emerging Daily Meeting – update case and escalate to all related functions.
Reducing VORs Aging Days (Under Technical Status) – Daily VORs follow up and report to supervisor.
Enhance SWIS usage to support the Remote Assistance process – support the technical information and provide the technical assistance for the dealer technicians.

Technical communication:

Technical Hotline Engineer, daily review and report Technical Hotline Supervisor for all open and pending case in GTAC.
Provide the technical assistance to the dealer technicians, ensure all issue at dealership would be solved at first time service.
Daily review Technical VORs pending case and escalate help needed to FSEs to resolve the customer concern vehicles.
Work with FSEs and RRT team to ensure all issue of the customer concern vehicles at dealership would be solved at first time service.
Impreove FIRFT, provide and support the right repair process to develop SSM/Service Bulletin sharing to dealership.
Provide technical information and support Technical Hotline Supervisor for technical data summary and analysis for the future improvement action related to technical issue.

Technical Assistance Center:

Review 100% of GTAC (Technical Support Request) and ensure the team advise and provide the technical assistance to the dealer technicians within 90 minutes.
Review 100% of RSA Case to be the 1st priority of Technical Assistance, to advise the dealer technicians and provide the technical assistance within 30 minutes after receive RSA Report case alert.
Daily Follow up of all Technical VORs pending case and report to Technical Assistance Supervisor, for data summary and analysis to improve high aging VORs.
Daily update and provide technical information of VORs cases to CRC team and related functions.
Encourage the dealer technicians to utilize the SWIS, to improve one-time communication with Plant Engineering Teams and improve high aging VORs at dealers.

Customer Satisfaction, FIRFT and Quality Improvement:

Support Technical Hotline Supervisor for the technical information, to prepare the data and provided the weekly/monthly summary report for all major quality issue and top issue from the market and sharing to Quality and Plant Engineering Team.
Daily monitor FIRFT and working together with FSEs team, and all related functions for technical data supporting to Technical Hotline Supervisor, for data summary and analysis to improve Customer Satisfaction and FIRFT.

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