Regional Technical Manager

Regional Technical Manager
Location: Mahwah, NJ 
Reports to: Technical Services Director
Travel: 20%

We have 2 positions available (both based in Mahwah) supporting the following areas: 
East Region, Canada, New York Metro and Florida 
Central-West Region, Texas and Southern California 

 

 

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 Regional Technical Manager is a newly established leadership role responsible for overseeing all field technical operations across the region. Reporting directly to the North America Technical Services Director, this position manages a team of Local Technical Support Engineers (LTS) and Field Diagnostic Specialists (FDS), ensuring fast, effective, and customer‑focused technical resolutions. 
This individual will play a critical strategic role in shaping regional technical operations, strengthening relationships with Retailers and internal partners, and driving continuous improvement across the field service ecosystem. The ideal candidate demonstrates exceptional strategic thinking, can operate independently, and brings a forward‑looking, innovative approach to process development, technical deployment, and cross‑functional collaboration. 

 

What you will be doing:

 

• Partner closely with senior management to define strategic goals, develop long‑term field service plans, and establish measurable objectives for regional performance. 
• Lead the development, implementation, and evaluation of robust processes, procedures, and systems supporting field service operations, troubleshooting, and technical escalation. 
• Create and manage deployment strategies, resource plans, and efficiency initiatives to improve repair cycle times and strengthen regional technical capability. 
• Identify opportunities to innovate, streamline workflows, and enhance customer outcomes, demonstrating strong “outside the box” thinking and initiative.
• Team Leadership & Operational Oversight
• Lead, coach, and develop the LTS and FDS teams, ensuring they deliver rapid, expert technical support to resolve Retailer‑level customer vehicle concerns.
• Oversee the end‑to‑end technical escalation process, managing LTS responses and deploying FDS resources efficiently to address complex vehicle issues.
• Ensure timely and high‑quality technical assistance, achieving Fix Right First Time (FRFT) and customer satisfaction targets across the region.
• Partner with Local Product Engineering (LPE) to escalate unresolved cases and drive swift, high‑quality technical resolutions.
• Retailer Partnerships & Regional Relationship Management
• Serve as the primary technical liaison between Jaguar Land Rover and Retailers across the region, building strong, trusting, and productive relationships.
• Conduct structured quarterly business reviews with Regional Vice Presidents and Area Managers, providing insights, performance updates, and strategic recommendations.
• Support Retailers with internal technical escalation processes, consulting on operational improvements and identifying opportunities to enhance technical performance.
• Represent all technically challenging field operations matters to both Retailers and Retail customers, communicating effectively and professionally on behalf of JLR.
• Case Management, Issue Resolution & Customer Focus
• Monitor technical assistance reports and manage the strategic deployment of the FDS team in response to field escalations.
• Work closely with CRC, CA Supervision, Mediation, and Litigation teams on customer escalations and vehicle complaint resolution up to the litigation stage.
• Provide direct involvement in customer cases where necessary, ensuring timely and appropriate resolution in line with customer experience goals.
• Ensure the LTS team responds promptly to FRED requests and other critical field escalations.
• Data‑Driven Insight, Warranty Collaboration & Continuous Improvement
• Partner with the Warranty depa