POSITION: Local Technical Support, Senior Specialist - East Region
LOCATION: Mahwah, NJ
RECRUITMENT RANGE: $95,000 - $119,000
Reporting to the Regional Technical Manager you will provide expert guidance on repairs, manage high-priority technical cases, and help drive continuous improvement initiatives. The role also includes mentoring team members, supporting operational reporting and analysis, and contributing to process and performance enhancements. As a subject matter expert, you will make independent technical repair decisions, approve significant repair costs, and ensure retailers receive timely, high-quality support that delivers an exceptional customer experience. Infrequent travel within North America may be required.
What you will be doing:- Deliver timely, expert diagnostic support to retailers, helping them resolve complex vehicle concerns and return customers to the road as quickly as possible.
- Maintain detailed and accurate case records, ensuring valuable insights are captured to support quality improvements and future product development.
- Take ownership of aged and escalated cases, proactively partnering with retailers to drive progress, remove barriers, and achieve timely case resolution.
- Collaborate closely with Regional Technical Managers, Specialist Diagnostic Support teams, Product Engineering, and other key stakeholders to identify root causes, implement fixes, and escalate technical, process, or parts-related concerns where needed.
- Continuously develop your technical expertise through product training and certification programs, maintaining a minimum Level 4 accreditation while staying at the forefront of emerging vehicle technologies.
What you will need:- Significant experience in automotive technology, diagnostics, and vehicle repair, with expert-level technical knowledge.
- 7-10 years of relevant industry experience. Minimum 3-5 years of experience working at an automotive retailer/OEM preferred
- An Associate's or Bachelor's degree in Mechanical or Electrical Engineering is preferred.
- Strong knowledge of high-voltage, hybrid, and electric vehicle systems and diagnostic processes.
- The ability to independently analyze complex technical issues, identify root causes, and deliver effective solutions.
- Experience using manufacturer diagnostic systems and technical information platforms.
- Excellent written and verbal communication skills, with the ability to produce clear technical documentation.
- A thorough understanding of automotive service operations, policies, and procedures.
- Strong planning and organizational skills, with the ability to manage multiple priorities and coordinate activities effectively.
- A commitment to continuous learning, including achieving and maintaining JLR Master Technician-level accreditation.
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".
