Customer Service Technical Senior Specialist

POSITION:  Customer Service Technical Senior Specialist

LOCATION: Field

SALARY RECRUITMENT RANGE: $95,000 - $119,000*

 

This role is not eligible for Visa Support.

 

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 Product Investigation Manager, the Customer Satisfaction Technical Sr. Specialist is responsible for supporting all potential technical litigation activities. This includes retailer counseling on the lemon law, assisting Consumer Affairs and the CRC with potential lemon law issues, and assisting and supporting the Legal Department in technical litigation.

 

WHAT TO EXPECT:

In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it’s a challenge that will help your career grow within an iconic organization. Here’s what to expect:

 

• • Provide technical assistance in determining whether a vehicle has a defect that qualifies for a repurchase under the lemon law 
  • Assist and support all aspects of the Dealer Facilitated Trade process including assisting with the required DFT paperwork and retailer inquiries
  • Assist and support Consumer Affairs and the CRC with potential lemon law claims and vehicle repurchase requests
  • Identify retailer process deficiencies
  • Assist and support the Legal Department in all aspects of technical litigation
    Serve as JLRNA’s person most knowledgeable witness at deposition on vehicle technical issues and pre-litigation processes
  • Attend and perform vehicle inspections
  • Review and respond to written discovery
  • Attend mediations, arbitrations, and settlement conferences
  • Interface, coordinate, and work closely with outside counsel
  • Provide input on litigation strategy
  • Provide an initial technical review of litigation
  • Serve as a JLRNA trial witness
  • Represent JLRNA in Small Claims Court
  • Consult with and counsel retailers on the litigation matters
  • Perform additional responsibilities as required.

 

WHAT YOU WILL NEED:

Along with your ambition to achieve the exceptional, there are several skills that you’ll need to have to help you succeed here, including:

 

• • Bachelor’s Degree in a related discipline or equivalent work experience
  • 5-7 years automotive experience
  • Familiarity with vehicle diagnostics
  • Ability to gather, understand, and review DTCs, fault codes, and session files
  • ASE Certification preferred, but not required
  • Excellent interpersonal and presentation skills are essential
  • Must be comfortable presenting to retailers, lawyers, judges, and juries
  • Must have strong business acumen, and the ability to work with people at varying levels within the organization
  • Familiar with the retailer warranty and service environment
  • Ability to prioritize tasks in a high volume work environment with various demands
  • Ability to function and perform in a fast paced environment

 

SO WHY US?

As a people-first company, working at JLR means opportunity, teamwork, and g