Manager, Local Technical Support

POSITION:  Local Technical Support Manager

RECRUITMENT SALARY RANGE: $107,500 - $150,000*

LOCATION: Mahwah, NJ

 

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 Technical  Services Director, the Local Technical Support (LTS) Manager is responsible for the Technical Help Desk which provides support to our Retailers by assisting the technicians in diagnosis and resolution of vehicle concerns . The LTS Team provides retailers with prompt and accurate diagnostic information to support vehicle repair to achieve objectives including but not limited to Fixed Right First Time, Technical Assist (TA) response rate, closure time, and quality.

 

What you will be doing:

• Managing a team of 15 technical specialists who provide diagnostic and repair support to retailer technicians
• Recording electronically all details of cases and interactions to support quality / manufacturing process improvements
• Managing the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessary
• Supporting new product launches as and when required and increase the frequency of market visits to ensure a smooth launch period
• Liaising with retailer staff on all issues directly related to fix right enhanced diagnostics (FRED) / warranty prior approval
• Conducting trend analysis using KPIs to identify opportunities for process improvement (e.g. FRFT) and share best practice & lessons learned with internal departments and retailer network
• Performing other duties as required

 

What you will need:

• Must have a bachelor’s degree or equivalent work experience
• 10+ years of experience in automotive diagnostic repair in a corporate setting
• 5+ years of experience overseeing a call center
• Strong leadership and communication skills
• Demonstrated commitment to customer service
• Strong organizational skills with a keen attention to detail
• Up-to-date technical/ diagnostic experience including all major systems and sub-systems, particularly engine management, electronic equipment and vehicle emissions
• Must be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of work
• Strong analytical, written and verbal communication skills.
• Ability to prioritize.
• Excellent analytical ability and decision-making skills.
• Requires excellent computer skills utilizing various Microsoft Office applications (e.g. Excel, Word).

 

Location: Mahwah, NJ (Hybrid Ways of Working Schedule Offered - Monday, Tuesday, and Thursday are office days and Wednesday & Friday choice days)

 

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.
• We offer work flexibility with a hybrid work schedule
• Our employees receive a generous time off policy
• We offer a discounted Luxury Vehicle Car Program
• JLRNA cares about employee health and we offer a state-of-the-art gym at our Mahwah, NJ location
• Employees also r