POSITION: Technical Operations Senior SpecialistLOCATION: Mahwah, NJ RECRUITMENT RANGE: $95,000-$119,000The 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 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".
- As a people-first company, working at JLR means opportunity, teamwork, and growth. That's why working here is so much more than a job.
- Be part of an international, inclusive, and open-minded company
- Global Bonus Program based on company performance
- You are never just a number. We take pride in taking care of our employees, doing everything we can to make sure that our teammates thrive both in and out of the office.
- Our employees receive a generous time off policy
- We offer a discounted Luxury Vehicle Car Program
- Employees also receive generous health care and retirement plans
- Quarterly Chair Massages
- Maternity/Paternity Leave
- Complimentary lunch
- And more!
