Job Description

About the Role
POSITION:
Local Technical Specialist
Location:
Mahwah United States
Job Description:
At the core of these experiences are the products themselves. The JLR brands have undergone a dramatic transformation over the past years.
JLR is reimagining the future of modern luxury by design through our distinct British brands. Our purpose is to 'Live the Exceptional with Soul' by being the proud creators of modern luxury and being guided by a set of behaviors we call our Creators' Code: Customer Love; Unity; Integrity; Growth; Impact.
At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.
Reporting to the Manager for Local Technical Support, the successful candidate will provide technical support to Jaguar Land Rover retailers in North America via the Global Concern Management (GCM) system to repair complex technical issues on customer vehicles and to offer guidance for repairs involving specialist insight.
What you will be doing:
Provide retailers with prompt and accurate diagnostic information to support vehicle repair
Record electronically all details of cases and interactions to support quality / manufacturing process improvements
Handle the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessary
Decide correct diagnostic and repair path on high-cost repairs with no financial limit. Communicate decision in simplified technical English to the technician
Creative thinking and critical decision making to efficiently resolve technical vehicle concerns
Support the Fixed Right Enhanced Diagnostic (FRED) process
Attend product and technical training and maintain a minimum of Level 4 certification
Proactively engage in the regular aged case reviews with LTS team leads, LPE, and other support functions to promote a timely fix; escalate where issue is technical, process or parts related
Travel to retailer to support repairs
Perform other duties as required
What you will need:
Bachelor's Degree in a relevant discipline, or equivalent work experience
ASE Certifications preferred, but not required
3-5 years of experience in automotive diagnostic repair
Demonstrated ability to conduct in depth technical analysis, communicate (Simplified Technical English), and resolve technical problems
Strong knowledge of mechanical engineering, physics, principals of electricity and electronics
Knowledge of hybrid and EV powertrain systems
Understanding of customer service operations at retailer
Understanding of technicians' needs and expectations to service and repair vehicles
Strong communication skills (written and verbal)
Ability to work in a team and independently with self-starter initiative
Ability to work weekends and extended hours
JLR Level 4 and EVSAP certification preferred, but not required
Competent with Microsoft packages including Teams, PowerPoint, Excel, and Word
Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".
So Why Us?
As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job.
Be part of an international, inclusive, and open-minded company Global Bonus Program based on company performance
You are never just a number. We take pride in taking care of our employees doing everything we can to make sure that our teammates thrive both in and out of the office.
Our employees receive a generous time off policy We offer a discounted Vehicle Car Program
Employees also receive generous health care and retirement plans Quarterly Chair Massages
Maternity/Paternity Leave Complimentary lunch
And more!
Thank you for your interest in working for us, we love it here and think you will too!
Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.
#WEAREJLR
#WEAREJLR