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Automotive Diagnostic Support Specialist

2 months ago

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

Join Jaguar Land Rover as a Local Technical Support Specialist and play a critical role in providing technical support to our retailers in North America. As a key member of our team, you will be responsible for resolving complex technical issues on customer vehicles and providing guidance for repairs involving specialist insight.

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
Benefits:
  • Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days)
  • Recruitment Salary Range: $70,500 - $92,000
  • Base pay offered may vary depending on multiple individualized components, including location, skills, experience, and market factors
  • 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
About Us:

At Jaguar Land Rover, 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.

We offer a range of benefits and investing in our employees' talent through award-winning training. Join us and discover a world of opportunity, teamwork, and growth.