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Job Details

Local Technical Support Specialist

Company name
Jaguar Cars

Mahwah, NJ, United States

Employment Type

Customer Service, Help Desk, It

Posted on
Oct 21,2019

Valid Through
Feb 03,2020

Apply for this job


Creating Experiences that Customers Love, for Life. This is the singular purpose of Jaguar Land Rover and is built around a focus to always put the customer first.

The Local Technical Support Specialist provides technical support to Jaguar Land Rover dealers in North America (including Canada) via the Global Concern Management (GCM) system to repair complex technical issues on customer vehicles and to offer guidance for repairs involving specialist insight.

Main Responsibilities

Provide Dealers with prompt technical assistance with complete and accurate diagnostic methods encompassing all vehicle systems.





Provide approval for the removal and replacement of vehicle components and/or the application of software to vehicles through the technical escalation process

Enhance diagnostic routines to ensure correct technical conclusion has been determined prior to replacement of major components. Approval /rejection of retailer FRED (Fixed Right Enhanced Diagnostics) requests associated with replacement of major components

Active engagement with Global Diagnostics Team and Global Dealer Support Team to resolve escalated cases

Effective technical solutions provided to retailers to ensure cases are closed within 4 days of technical requests and No cases remain open in excess of 30 days

Perform other duties as required

Key Criteria For Role

Bachelor’s or AAS Degree in Engineering or relevant discipline or equivalent work experience

ASE Certification a plus

Minimum 5 years in an automotive technical service or engineering capacity

Ability to conduct in depth technical analysis, communicate and resolve technical problems

Knowledge of mechanical engineering, physics, principals of electricity and electronics

Strong working knowledge of Microsoft office suite for data analysis

Understanding of dealer customer service operations

Understanding of technicians needs and expectations to service & repair automobiles

Strong Communication Skills (written and verbal)

Ability to work in a team and independently with applied initiative

Ability to work occasional weekends

Meet JLR Level 4 technical certification within first year of employment

Travel: 20% Domestic & International (will be short notice)

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Jaguar Land Rover North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Jaguar Land Rover North America, LLC complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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Company info

Jaguar Cars

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