Technical Operations Senior Specialist

POSITION: Technical Operations Senior Specialist

LOCATION: Mahwah, NJ 

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

 

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 Technical Operations Senior Specialist serves as the subject matter expert for all customer and retailer technical and warranty concerns within the North American market. This role is responsible for leading issue identification, trend analysis, and the development of engineering based solutions to improve customer satisfaction, retailer performance, and overall warranty cost efficiency.

 

Working cross functionally with both local and global teams, the Technical Operations Senior Specialist monitors warranty spend and emerging concerns, drives timely resolution, and escalates systemic issues to global engineering counterparts when required. The position also oversees market specific special tools and diagnostic requirements, ensuring alignment with global standards and supporting broader technical services readiness.

 

This role is critical in reducing warranty expense, improving diagnostic accuracy, and enhancing the technical competence of the region.

 

What you will be doing:

• Analyze technical data (claims, warranty, product reports) to identify trends, root causes, and emerging issues impacting market performance.
• Monitor and evaluate warranty spend, KPIs, and retailer compliance to drive cost reduction and improved service quality.
• Conduct deep-dive investigations on vehicle concerns and repairs to identify failure patterns and accountability.
• Create and deliver clear, data-driven reports and presentations to leadership, cross-functional teams, and global stakeholders.
• Collaborate with internal and global partners to support issue resolution, campaign readiness, and continuous process improvement.
• Lead and participate in technical review forums (e.g., CCRG, TRG, FIFI) to accelerate issue identification and resolution.
• Provide technical and diagnostic support, including tools management, ePQR review, and new model launch readiness.
• Mentor team members and strengthen technical capabilities across diagnostics, analysis, and problem-solving.

 

What you will need:

• Bachelor’s degree in engineering or relevant technical discipline, or equivalent professional experience.
• Minimum 5 years of experience in automotive technical service, engineering, or related technical operations.
• Strong proficiency in Microsoft Office applications, including advanced Excel (data manipulation, formulas) and PowerPoint.
• Ability to work independently and collaboratively with proactive initiative.
• Electric vehicle certification.
• Experience with data management and analytics tools such as RapidMiner, Tableau, or comparable platforms.

Preferred:

• Experience within an OEM technical services environment.
• Strong understanding of diagnostic systems, special tools, and technical support processes.
• Background in warranty analytics, quality engineering, or product investigation.

 

 

Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)

 

Base pay offered m