Technical Field Support - West

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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.

1. 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.

1. 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.

1. 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.

1. 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.

1. Training & Support for Field Teams

• Conduct basic telematics training for ASEs.
• Deliver part diagnosis training for ASEs and G-Staff ​