Manager - Vehicle Uptime and Diagnostic Operations

Manager - SEO

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

Experience Level

Mid Level