Field Diagnostic Manager

POSITION:  Field Diagnostics Manager

RECRUITMENT SALARY RANGE: $107,500 - $150,000*

LOCATION: Mahwah, NJ

 

 

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 directly to the North America Technical Services Director, you will be responsible for managing a team of Senior Diagnostic Specialists (SDS) while providing oversight & support for all field technical matters across the North American region. This position is responsible for the development, implementation, and evaluation of the SDS team activities. 

 

  

 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:

 

• Partner with senior management to establish goals and develop strategy and objectives.
• Collaborate with the Senior Management to establish and document robust processes, procedures, and systems for field service operations, including troubleshooting and repairs
• Monitor 3-day technical assistance case report and manage technical escalation/deployment of assigned FSE's. Liaise with CRC and CA supervision and mediation and litigation specialist. 
• Analyse and consult on Retailer internal technical escalation and management operations.  Conduct structured quarterly business reviews with Regional VP’s and Customer Service Market Managers (CSMM's). 
• Direct customer/vehicle field involvement referred by CRC in complaint situations and follow up to resolution or litigation 
• Perform other duties 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 Business,  Automotive Technology, related degree,  or equivalent work experience