Local Technical Support Specialist - Automotive Diagnostics

POSITION:  Local Technical Support Specialist – Automotive Diagnostics

LOCATION: Mahwah, NJ

RECRUITMENT SALARY RANGE:  $70,500 - $92,000*

 

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, you 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:

• Providing retailers with prompt and accurate diagnostic information to support vehicle repair
• Recording electronically all details of cases and interactions to support quality / manufacturing process improvements
• Handling the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessary
• Deciding 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
• Supporting the Fixed Right Enhanced Diagnostic (FRED) process
• Attending product and technical training and maintain a minimum of Level 4 certification
• Proactively engaging 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
• Traveling 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”.