Technical Field Support - West

​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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