POSITION:  Senior Diagnostics Specialist - Boston Metro Area

RECRUITMENT SALARY RANGE: $92,000 - $115,000*

LOCATION: Field based role - Boston Metro Area

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 Product Investigation Manager, you will provide retailers with support using strong written, verbal, and face-to-face communication skills for assisting retailers in the efficient diagnosis and resolution of "hard to fix" vehicles to maintain customer satisfaction and support vehicle quality. You will assist the retailer technician in a wide variety of diagnoses and repairs. You will also work proactively to identify tool, equipment, training, and process deficiencies impacting "Fixed Right First Time” performance.  In addition, you will be responsible for quality problem reporting to the Product Investigation and Engineering Teams to assist in the quick resolution of product concerns.

 WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

• Supporting the retailer network in the diagnosis and repair of all JLR vehicles, acting as the escalated touch point for hard to fix failures and component issues, ensuring a strong link between Front Desk Engineering, Engineering, and Service teams.
• Reporting out on results of diagnostics/problem resolution – all cases updated in GCM (global concern management system). Ensure all hard to fix issues are reported into Product Investigation Team. Submit Electronic Quality Reports on all frequently seen problems.
• Evaluating cases concerning customer complaints, previous warranty repairs and software failures to drive prevent recurrence and provide expert technical opinion.
• Performing consultative follow-ups, with retailers to drive self-sufficiency at a technical level. Document process failures to report back into JLR Head Office to improve overall JLR process (SEF) at retailer level
• Effectively planning, coordinating, and documenting daily scheduling of retailer visits, investigations and activities. Planning and analysis to be done utilizing open RO and LTS daily reporting
• Perform other duties as required

WHAT YOU WILL NEED:

Along with your ambition to achieve the exceptional, there are several skills that you’ll need to have to help you succeed here, including:

• Bachelor’s Degree in Engineering or relevant discipline, or equivalent work experience – 10+ years at a very high technical level.
• ASE Certification or equivalent.
• Minimum 10 years in an automotive technical service or engineering capacity.
• Expert knowledge of diagnostic procedures, manufacturer specific special tools, and test equipment
• Expert knowledge of Retailer process and procedure including knowledge of technical workflow at retailer level
• Prior leadership experience (i.e. Team Leader)
• Ability to work independently to logically analyze a technical problem, identify the root cause and document the results.
• Strong MS Office Skills, Verbal and Written Communication Skills, and Presentation Skills

Schedule:  Field- Traveling at least 80% of the time

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
• Job Assigned Vehicle
• Employees also receive generous health care and retirement plans
• Maternity/Paternity Leave
• And more!

* 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”.

Thank you for your interest in working for us, we love it here and think you will too!

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.

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