1. Field Technical Issue Management
• Manage and resolve technical complaints from the field efficiently.
• Provide immediate, high -priority support for escalated field cases, including on -ground assistance for critical customer vehicle issues.
• Ensure swift diagnosis and resolution to minimize vehicle downtime.
2. Escalation Handling & Telematics Review
• Monitor AWS notifications for critical failures and escalate as required.
• Review telematics data post -escalation to identify root causes and corrective actions.
• Close escalated technical complaints through Zoho with timely follow -up.
3. CIR & CVI Analysis
• Analyze technical issues raised via CIRs; approve, reject, or request further data.
• Create CVI tickets with complete L1 analysis and document all critical failures.
4. Firmware & Connectivity Support
• Monitor firmware status across the fleet and ensure updates are released.
• Resolve firmware -related issues and escalate through Zoho when needed.
• Address E -SIM connectivity issues and maintain stable network performance.
5. Service Circulars & Campaign Management
• Review ASBs shared by CQA and prepare service circulars with field actions, impact lists, FRT, and cost details.
• Calculate FRT and labor costs for campaigns.
• Prepare reports on campaign completion %, warranty reduction impact, and associated costs for the region.
6. Training & Support for Field Teams
• Conduct basic telematics training for ASEs.
• Deliver part diagnosis training for ASEs and G -Staff
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