Automotive Diagnostic Specialist

3 weeks ago

Mahwah, New Jersey, United States Jaguar Land Rover Full time
Job Title: Local Technical Support Specialist

We are seeking a highly skilled and experienced Local Technical Support Specialist to join our team at Jaguar Land Rover. As a key member of our technical support team, you will be responsible for providing technical support to our retailers in North America via the Global Concern Management (GCM) system.

Key Responsibilities:
  • 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
Requirements:
  • 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
What We Offer:

We offer a competitive salary range of $70,500 - $92,000, as well as a comprehensive benefits package, including medical/health, financial, and paid time off benefits. We are an equal opportunities employer and welcome applications from diverse candidates.

At Jaguar Land Rover, we are passionate about our people and committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live. We offer a range of benefits and opportunities for growth and development, including training and certification programs.

Join our team and be part of an international, inclusive, and open-minded company that values its employees and offers a range of benefits and opportunities for growth and development.

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