Director, Technical Services

POSITION:  Technical Services Director

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.

 

The Director for Technical Services is an integral part of the Customer Service Senior Leadership Team based within JLR North America.

The successful candidate will be responsible for managing the Service Engineering support for JLR NA and will include the following departments and areas:

 

• Direct Retailer Technical Support
• Product Investigation
• Critical Concern
• Warranty policy and process
• Upstream technical process and communication
• Indirect line of reporting for Local Product Engineering
• Customer Acceptance Lines

The core function of the team is to provide retailers with the required service engineering support to ensure we hold the customer experience at the center of all activities. Responsible for the delivery of exceptionally high levels of direct retailer technical support. Create and develop market problem definitions to aid in engineering, supplier and manufacturing fixes. Manage the critical concern process and recall activities to protect from product liability. Manage and maintain the appropriate warranty policy and process in line with state legislation while making the process simple and understandable for our retailer partners. Review and approve warranty labor and pars handling requests. Support warranty claim assessment to achieve an expedient process for retailer reimbursement. Deliver market service readiness for all future model launches including efficient retailer communication. Deploy specialist resources out to retailers for critical levels of repair support. Co-ordinate the legal specialist resources to protect JLR NA from lemon law and litigation.

 

The Service Engineering Team must be the ‘Voice of the Customer’ for NA input into the wider JLR Business. 

• Responsible for driving improvement in the processes and technical competencies of the retailer network to improve the ability to identify vehicle faults and repair vehicles right first time
• Support the retailer network with timely responses to technical issues via the Local Technical Support Team
• Deliver regular Market Quality Review to senior leaders in market
• Warranty – administer & monitor claims submission, analyze labor rate and parts handling requests
• Manage the parts return process including the support of PI with regard to PRR and parts trap for investigation
• Review global warranty policy manual and ensure that it is in line with market legislation and requirements
• Ensure market readiness for all future product with regard to special tooling, service literature and customer literature
• Product Investigation Team must improve longer term product robustness through market problem definition creation to effect change in engineering, supplier and manufacturing with the use of EPQR, Warranty and Roadside Assistance (RSA) data analysis
• Be responsible for the Voice of Customer and market to ensure all JLR NA needs centrally recognized
• Provide technical assistance and support to the wider team including Customer Relationship Centre (CRC), Parts, Sales and Marketing Team
• Deployment and monitoring of completion performance for Customer Service Campaigns, Recalls and Updates Prior to Sale notices (UPS).
• Develop the capability of the JLR Service Engineering Team
• Support and prevention of vehicle buy backs
• Legal case support and representation
• Final repair attempts
• Run best-in-class Customer Acceptance Lines to deliver fault-free products to the retailer network
• Perform other duties as required

 

Travel: 30%

 

Requirements:

• Engineering degree or equivalent work experience
• 10+ years experience of managing a technical team / engineers
• Strong automotive technical expertise
• Results oriented with a deter