POSITION: Local Technical Specialist
LOCATION: Mahwah, NJ
We have 2 positions available (both based in Mahwah) supporting the following areas:
1) East Region, Canada, New York Metro and Florida (working hours are 8-5)
2) Central-West Region, Texas and Southern California (working hours are 9-6 or 10-7)
Reporting to the Manager for Local Technical Support, the successful candidate will provide technical support to Jaguar Land Rover retailers in North America via the Global Concern Management (GCM) system to repair complex technical issues on customer vehicles and to offer guidance for repairs involving specialist insight.
What you will be doing:
- Provide retailers with prompt and accurate diagnostic information to support vehicle repair
- Record electronically all details of cases and interactions to support quality / manufacturing process improvements
- Handle the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessary
- Decide correct diagnostic and repair path on high-cost repairs with no financial limit. Communicate decision in simplified technical English to the technician
- Creative thinking and critical decision making to efficiently resolve technical vehicle concerns
- Support the Fixed Right Enhanced Diagnostic (FRED) process
- Attend product and technical training and maintain a minimum of Level 4 certification
- Proactively engage in the regular aged case reviews with LTS team leads, LPE, and other support functions to promote a timely fix; escalate where issue is technical, process or parts related
- Travel to retailer to support repairs
- Perform other duties as required
What you will need:
- Bachelor's Degree in a relevant discipline, or equivalent work experience
- ASE Certifications preferred, but not required
- 3-5 years of experience in automotive diagnostic repair
- Demonstrated ability to conduct in depth technical analysis, communicate (Simplified Technical English), and resolve technical problems
- Strong knowledge of mechanical engineering, physics, principals of electricity and electronics
- Knowledge of hybrid and EV powertrain systems
- Understanding of customer service operations at retailer
- Understanding of technicians' needs and expectations to service and repair vehicles
- Strong communication skills (written and verbal)
- Ability to work in a team and independently with self-starter initiative
- Ability to work weekends and extended hours
- JLR Level 4 and EVSAP certification preferred, but not required
- Competent with Microsoft packages including Teams, PowerPoint, Excel, and Word
Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors. The total compensation package for this position may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick/personal, and parental leave). Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employees will be in an "at-will position".
