TAC Advisor

Responsibilities

• Receive, review, and respond to technical queries from the field via Technical Support Requests (TSR), email, and inbound/outbound calls.
• Provide diagnostic assistance and module programming support to dealer technicians using SWIS, phone, or Microsoft Teams.
• Track all open and ageing concerns to ensure timely resolution and update vehicle status daily.
• Escalate complex issues to the TAC Supervisor within 24 hours if diagnostic delays occur.
• Prepare and forward alerts regarding thermal and safety-related events for validation.
• Analyze "Not Fixed Right First Time" (Not FIRFT) customer feedback to identify and close technical gaps.
• Communicate technical service part issues to the Parts Distribution Centre (PDC) and Product Concern Analyst (PCA) teams.

Requirements

• Technical Diploma or Bachelor's degree in mechanical or automotive engineering.
• OR Trade Certificate (Auto Industry Designated Trade) + N4.
• OR Trade Certificate (Auto Industry Designated Trade) + N3 + Ford Technical Training Level 1 Qualification.
• Proven experience in an automotive workshop or related industry.
• Proficiency in Ford Information systems including PTS, GCQIS, GTAC, OWS, and Panda.
• Strong computer literacy in Microsoft Office (Word, Excel, Outlook, PowerPoint) and Microsoft Teams.
• Ability to work under pressure in difficult environments and across different time zones.

Preferred Qualifications

• Prior experience working with a Technical Hot Line OEM.
• Strong strategic thinking, adaptability, and high attention to detail.

About the Company

Ford is a global leader in automotive innovation, driven by a passion to define sustainable transportation for generations to come. Our culture fuels momentum where ideas flow, progress is unstoppable, and our people continuously redefine what it means to innovate.