Mahwah, NJ, United States
Customer Service, Help Desk, It
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.
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
Bachelorâ€™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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