POSITION:  Local Technical Support Specialist – Automotive Diagnostics

LOCATION: Mahwah, NJ

Live the Exceptional With Soul. This is the singular purpose of JLR.

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)

Recruitment Salary Range: $70,500 - $92,000

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!

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