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Retailer Technical Support Specialist


Live the Exceptional With Soul.  This is the singular purpose of Jaguar Land Rover. 


Jaguar Land Rover’s global footprint means that people from a diverse array of backgrounds, from all over the world, are part of our family. It is our people who can create the pioneering spirit and positive atmosphere for collaboration and communication. It is our people who can accelerate change, innovation and product creation.


The Opportunity:

Based in our Mahwah, NJ headquarters, the Retailer Technical Support Specialist will provide technical support to Jaguar Land Rover dealers in North America (including Canada) via the Global Concern Management (GCM) system confirming retailer diagnosis, correct component level repairs and providing repair authorization.


What you will be doing:

  • Providing retailers with prompt technical assistance confirming or denying retailer vehicle diagnosis through the ‘Fixed Right First Time’ (FRED) process within the global mandated service level agreement of 2hrs

  • Ensuring complete and accurate JLR diagnostic methods have been used to reach appropriate diagnosis, and upon confirmation, provide repair authorization.

  • Providing approval for the removal and replacement of vehicle components and/or the application of software to vehicles through the FRED process

  • Usage of Remote Assist to confirm / assist with retailer diagnosis

  • Reporting emerging concerns to the JLR technical teams

  • Contributing to right-first time fixes, increasing customer satisfaction and reduce repeat repairs and visits

  • Writing and circulating data to other helpdesk engineers, field engineers, management, customer and dealer staff

  • Managing the relationship with the JLR global team for introduction and removal of items from the FRED list, and provide feedback on potential process and diagnostic enhancements

  • Developing and implement process improvements to streamline the submission, review and response of FRED requests

  • Producing and present content for retailer-facing webinar forums to communicate FRED-related process updates

  • Performing other duties as required


What you will need:

  • Minimum 5 years in an automotive technical service or engineering capacity

  • Ability to conduct in depth technical analysis, communicate and resolve technical problems

  • Knowledge of mechanical engineering, physics, principals of electricity and electronics

  • Strong working knowledge of Microsoft office suite for data analysis

  • Understanding of dealer customer service operations

  • Understanding of technicians needs and expectations to service & repair automobiles

  • Strong Communication Skills (written and verbal)

  • Ability to work in a team and independently with applied initiative

  • Ability to work occasional weekends

  • Meet JLR Level 4 technical certification within first year of employment


Travel:  20% Domestic & International (will be short notice)


Location:  Mahwah, NJ (Hybrid Schedule Offered)


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

  • 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

  • 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.


Jaguar Land Rover 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.


At Jaguar Land Rover, 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.


Find out what to expect at each stage of the process along with some hints and tips.


Find out more about working here in our JLR Life Blog:


We look after our employees by offering a host of benefits and investing in their talent through award-winning training

Job Segment: Technical Support, Mechanical Engineer, Engineer, Information Technology, Technology, Engineering, Automotive

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