Hotline Technical Advisor

The IMG Technical Hotline Advisor provides real-time technical support to dealership service teams, ensuring quick resolution of vehicle issues to minimize downtime. The role involves diagnosing complex technical concerns, managing service requests, analyzing recurring failures, and collaborating with cross-functional teams to improve product and service quality.

**Technical Support & Query Handling**

+ Receive and respond to dealership technical queries via:
+ Technical Support Requests (TSR)
+ Email and phone support
+ Remote diagnostic tools (e.g., SWIS, WebEx)
+ Provide guidance on vehicle diagnostics, repairs, and module programming
+ Support dealers in resolving complex technical issues efficiently

**Case Management & Escalation**

+ Track and manage all open and aging cases to ensure timely resolution
+ Maintain TSR tracking and update status until job closure (Repair Order invoiced)
+ Escalate unresolved issues within def...