Job Description
**Lag Metric Ownership – Vehicle Uptime & FIRFT**
+ Own end-to-end accountability for Vehicle Uptime (VOR reduction) and Fix-It-Right-First-Time (FIRFT) as primary IMG lag metrics.
+ Drive sustained improvement through root-cause analytics, disciplined governance reviews, and market-specific action plans.
+ Translate lag metric performance into clear operational priorities for TAC, Software Support, Prior Approval, and Field Service Engineering.
+ Lead monthly SAR for high impact markets
**TAC Operations & Diagnostic Excellence**
+ Lead IMG Technical Assistance Center (TAC) operations to ensure consistent, high-quality diagnosis and resolution.
+ Enforce diagnostic discipline, TSR adoption, and right-first-time case binning to reduce repeat repairs and unnecessary escalations.
+ Monitor and improve KPIs covering case aging, turnaround time, escalation quality, and dealer satisfaction.
+ Enable TAC advisors with structured coaching, diagnostic feedback loops, and continuous capability enhancement.
**Software Support, Escalation, Governance & Warranty Cost Avoidance**
+ Act as IMG focal point for escalated software, calibration, and diagnostic system concerns impacting vehicle uptime.
+ Drive structured escalation and prioritization with DSP and global / IMG engineering teams to reduce software resolution cycle time.
+ Institutionalize software learnings by cascading failure modes, fixes, and diagnostic best practices to TAC advisors and dealer technicians.
+ Ensure software fixes are effectively translated into field actions, minimizing repeat software-driven VOR.
**Prior Approval & Warranty Control**
+ Oversee IMG Prior Approval (PA) operations to ensure right-first-time authorization aligned with global warranty policy.
+ Balance customer delivery speed with warranty cost protection, minimizing delays caused by authorization bottlenecks.
+ Identify approval trends, risk patterns, and leakage areas, driving corrective actions and cost-avoidance initiatives.
+ Support audits, compliance reviews, and leadership reporting with transparent, data-driven insights.
**Cross-Functional & Market Leadership**
+ Partner with Market SE&O leaders, One CX Global and IMG leads, Global GTAC, FSEs, Engineering, Warranty, IT, and CX to resolve complex vehicle and customer issues.
+ Represent IMG in global forums, ensuring regional realities are reflected in enterprise solutions and roadmaps.
+ Lead AI driven projects
+ Act as a trusted advisor to markets on diagnostic strategy and uptime recovery actions.
**Team Leadership & Capability Building**
+ Lead, coach, and develop TAC, PA, and Software Support teams across IMG.
+ Define performance objectives aligned to **Vehicle Uptime and FIRFT outcomes** .
+ Build succession plans, training roadmaps, and knowledge-sharing mechanisms to strengthen long-term capability.
**Technical & Systems Expertise**
+ Strong understanding of end-to-end vehicle service ecosystems, including TAC operations, dealer diagnosis workflows, software resolution paths, and warranty authorization processes.
+ Working knowledge of diagnostic platforms (IDS/FDRS) sufficient to govern diagnostic quality, escalation accuracy, and repair confirmation—not hands-on troubleshooting.
+ Strong appreciation of vehicle system interactions and software dependencies, enabling effective triage of software-driven field issues impacting vehicle uptime.
+ Experience governing software defect triage, calibration readiness, OTA / software release impacts, and translation of engineering fixes into field-ready actions.
**Analytics, Metrics & Performance Management**
+ Strong analytical capability to govern lag metrics including Vehicle Uptime (Technical VOR reduction) and FIRFT, converting performance data into clear executive actions.
+ Expertise in using dashboards, MIS reports, and case analytics to identify systemic issues across markets, products, and processes.
+ Ability to distinguish dealer discipline gaps vs upstream engineering or software drivers, ensuring correct ownership and corrective actions.
+ Proven capability to link operational levers (TAC quality, software turnaround, PA cycle time) to measurable business and customer outcomes.
**Leadership & Operational Governance**
+ Proven ability to lead multi-market, multi-function operations across TAC, Software Support, and Prior Approval with high accountability.
+ Strong governance mindset with experience establishing review cadences, escalation models, ownership clarity, and closure discipline.
+ Ability to drive performance through process standardization, prioritization, and outcome-based execution, not activity-based management.
+ Capability to balance operational rigor with strategic transformation, ensuring sustained lag-metric improvement.
**Stakeholder, Communication & Influence**
+ Excellent written and verbal communication skills to translate complex operational and software issues into clear, leadership-level narratives.
+ Strong stakeholder management across Markets, Global SE&O, Warranty, IT, One CX, and Senior Leadership.
+ Ability to influence without authority, align competing priorities, and represent IMG’s voice in global forums.
+ Proven ability to operate effectively across **cultures, time zones, and high-pressure environments** .
Diploma or bachelor’s degree or master’s degree in Mechanical or Automobile.
Minimum of 10-12 years of workplace experience within the motor vehicle manufacturing or service industry. Experience in managing TAC Operations & FIRFT function is preferred
**Requisition ID** : 56796
+ Own end-to-end accountability for Vehicle Uptime (VOR reduction) and Fix-It-Right-First-Time (FIRFT) as primary IMG lag metrics.
+ Drive sustained improvement through root-cause analytics, disciplined governance reviews, and market-specific action plans.
+ Translate lag metric performance into clear operational priorities for TAC, Software Support, Prior Approval, and Field Service Engineering.
+ Lead monthly SAR for high impact markets
**TAC Operations & Diagnostic Excellence**
+ Lead IMG Technical Assistance Center (TAC) operations to ensure consistent, high-quality diagnosis and resolution.
+ Enforce diagnostic discipline, TSR adoption, and right-first-time case binning to reduce repeat repairs and unnecessary escalations.
+ Monitor and improve KPIs covering case aging, turnaround time, escalation quality, and dealer satisfaction.
+ Enable TAC advisors with structured coaching, diagnostic feedback loops, and continuous capability enhancement.
**Software Support, Escalation, Governance & Warranty Cost Avoidance**
+ Act as IMG focal point for escalated software, calibration, and diagnostic system concerns impacting vehicle uptime.
+ Drive structured escalation and prioritization with DSP and global / IMG engineering teams to reduce software resolution cycle time.
+ Institutionalize software learnings by cascading failure modes, fixes, and diagnostic best practices to TAC advisors and dealer technicians.
+ Ensure software fixes are effectively translated into field actions, minimizing repeat software-driven VOR.
**Prior Approval & Warranty Control**
+ Oversee IMG Prior Approval (PA) operations to ensure right-first-time authorization aligned with global warranty policy.
+ Balance customer delivery speed with warranty cost protection, minimizing delays caused by authorization bottlenecks.
+ Identify approval trends, risk patterns, and leakage areas, driving corrective actions and cost-avoidance initiatives.
+ Support audits, compliance reviews, and leadership reporting with transparent, data-driven insights.
**Cross-Functional & Market Leadership**
+ Partner with Market SE&O leaders, One CX Global and IMG leads, Global GTAC, FSEs, Engineering, Warranty, IT, and CX to resolve complex vehicle and customer issues.
+ Represent IMG in global forums, ensuring regional realities are reflected in enterprise solutions and roadmaps.
+ Lead AI driven projects
+ Act as a trusted advisor to markets on diagnostic strategy and uptime recovery actions.
**Team Leadership & Capability Building**
+ Lead, coach, and develop TAC, PA, and Software Support teams across IMG.
+ Define performance objectives aligned to **Vehicle Uptime and FIRFT outcomes** .
+ Build succession plans, training roadmaps, and knowledge-sharing mechanisms to strengthen long-term capability.
**Technical & Systems Expertise**
+ Strong understanding of end-to-end vehicle service ecosystems, including TAC operations, dealer diagnosis workflows, software resolution paths, and warranty authorization processes.
+ Working knowledge of diagnostic platforms (IDS/FDRS) sufficient to govern diagnostic quality, escalation accuracy, and repair confirmation—not hands-on troubleshooting.
+ Strong appreciation of vehicle system interactions and software dependencies, enabling effective triage of software-driven field issues impacting vehicle uptime.
+ Experience governing software defect triage, calibration readiness, OTA / software release impacts, and translation of engineering fixes into field-ready actions.
**Analytics, Metrics & Performance Management**
+ Strong analytical capability to govern lag metrics including Vehicle Uptime (Technical VOR reduction) and FIRFT, converting performance data into clear executive actions.
+ Expertise in using dashboards, MIS reports, and case analytics to identify systemic issues across markets, products, and processes.
+ Ability to distinguish dealer discipline gaps vs upstream engineering or software drivers, ensuring correct ownership and corrective actions.
+ Proven capability to link operational levers (TAC quality, software turnaround, PA cycle time) to measurable business and customer outcomes.
**Leadership & Operational Governance**
+ Proven ability to lead multi-market, multi-function operations across TAC, Software Support, and Prior Approval with high accountability.
+ Strong governance mindset with experience establishing review cadences, escalation models, ownership clarity, and closure discipline.
+ Ability to drive performance through process standardization, prioritization, and outcome-based execution, not activity-based management.
+ Capability to balance operational rigor with strategic transformation, ensuring sustained lag-metric improvement.
**Stakeholder, Communication & Influence**
+ Excellent written and verbal communication skills to translate complex operational and software issues into clear, leadership-level narratives.
+ Strong stakeholder management across Markets, Global SE&O, Warranty, IT, One CX, and Senior Leadership.
+ Ability to influence without authority, align competing priorities, and represent IMG’s voice in global forums.
+ Proven ability to operate effectively across **cultures, time zones, and high-pressure environments** .
Diploma or bachelor’s degree or master’s degree in Mechanical or Automobile.
Minimum of 10-12 years of workplace experience within the motor vehicle manufacturing or service industry. Experience in managing TAC Operations & FIRFT function is preferred
**Requisition ID** : 56796
Apply for this Position
Ready to join ? Click the button below to submit your application.
Submit Application