Technical Field Support - West
\u200b<\/b>1. Field Technical Issue Management
<\/div>
<\/div>
\u2022\tManage and resolve technical complaints from the field efficiently.
<\/div>
<\/div>
\u2022\tProvide immediate, high\-priority support for escalated field cases, including on\-ground assistance for critical customer vehicle issues.
<\/div>
<\/div>
\u2022\tEnsure swift diagnosis and resolution to minimize vehicle downtime.
<\/div>
<\/div>
<\/div>
<\/div>
2. Escalation Handling & Telematics Review
<\/div>
<\/div>
\u2022\tMonitor AWS notifications for critical failures and escalate as required.
<\/div>
<\/div>
\u2022\tReview telematics data post\-escalation to identify root causes and corrective actions.
<\/div>
<\/div>
\u2022\tClose escalated technical complaints through Zoho with timely follow\-up.
<\/div>
<\/div>
<\/div>
<\/div>
3. CIR & CVI Analysis
<\/div>
<\/div>
\u2022\tAnalyze technical issues raised via CIRs; approve, reject, or request further data.
<\/div>
<\/div>
\u2022\tCreate CVI tickets with complete L1 analysis and document all critical failures.
<\/div>
<\/div>
<\/div>
<\/div>
4. Firmware & Connectivity Support
<\/div>
<\/div>
\u2022\tMonitor firmware status across the fleet and ensure updates are released.
<\/div>
<\/div>
\u2022\tResolve firmware\-related issues and escalate through Zoho when needed.
<\/div>
<\/div>
\u2022\tAddress E\-SIM connectivity issues and maintain stable network performance.
<\/div>
<\/div>
<\/div>
<\/div>
5. Service Circulars & Campaign Management
<\/div>
<\/div>
\u2022\tReview ASBs shared by CQA and prepare service circulars with field actions, impact lists, FRT, and cost details.
<\/div>
<\/div>
\u2022\tCalculate FRT and labor costs for campaigns.
<\/div>
<\/div>
\u2022\tPrepare reports on campaign completion %, warranty reduction impact, and associated costs for the region.
<\/div>
<\/div>
<\/div>
<\/div>
6. Training & Support for Field Teams
<\/div>
<\/div>
\u2022\tConduct basic telematics training for ASEs.
<\/div>
<\/div>
\u2022\tDeliver part diagnosis training for ASEs and G\-Staff
<\/div>
<\/div>
\u200b<\/b>
<\/div><\/span>
<\/div><\/span>