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 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 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