Jaguar Land Rover
Manager, Local Technical Support
Jaguar Land Rover, Mahwah, New Jersey, us, 07495
POSITION: Local Technical Support Manager
RECRUITMENT SALARY RANGE: $107,500 - $150,000*
LOCATION: Mahwah, NJ
At JLR, 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.
Reporting to the Technical Services Director, the Local Technical Support (LTS) Manager is responsible for the Technical Help Desk which provides support to our Retailers by assisting the technicians in diagnosis and resolution of vehicle concerns . The LTS Team provides retailers with prompt and accurate diagnostic information to support vehicle repair to achieve objectives including but not limited to Fixed Right First Time, Technical Assist (TA) response rate, closure time, and quality.
What you will be doing:Managing a team of 15 technical specialists who provide diagnostic and repair support to retailer techniciansRecording electronically all details of cases and interactions to support quality / manufacturing process improvementsManaging the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessarySupporting new product launches as and when required and increase the frequency of market visits to ensure a smooth launch periodLiaising with retailer staff on all issues directly related to fix right enhanced diagnostics (FRED) / warranty prior approvalConducting trend analysis using KPIs to identify opportunities for process improvement (e.g. FRFT) and share best practice & lessons learned with internal departments and retailer networkPerforming other duties as requiredWhat you will need:
Must have a bachelor's degree or equivalent work experience10+ years of experience in automotive diagnostic repair in a corporate setting5+ years of experience overseeing a call centerStrong leadership and communication skillsDemonstrated commitment to customer serviceStrong organizational skills with a keen attention to detailUp-to-date technical/ diagnostic experience including all major systems and sub-systems, particularly engine management, electronic equipment and vehicle emissionsMust be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of workStrong analytical, written and verbal communication skills.Ability to prioritize.Excellent analytical ability and decision-making skills.Requires excellent computer skills utilizing various Microsoft Office applications (e.g. Excel, Word).Location:
Mahwah, NJ (Hybrid Ways of Working Schedule Offered - Monday, Tuesday, and Thursday are office days and Wednesday & Friday choice days)
So Why Us?
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 companyYou 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.We offer work flexibility with a hybrid work scheduleOur employees receive a generous time off policyWe offer a discounted Luxury Vehicle Car ProgramJLRNA cares about employee health and we offer a state-of-the-art gym at our Mahwah, NJ locationEmployees also receive generous health care and retirement plansQuarterly MassagesComplimentary lunchMaternity/Paternity Leave
*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".
Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job 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. 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.
#WEAREJLR
At JLR 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.
FIND OUT MORE
OUR RECRUITMENT PROCESS
Find out what to expect at each stage of the process along with some hints and tips.
FIND OUT MORE
INSIDE JLR
Find out more about working here in our JLR Life Blog:
FIND OUT MORE
WHAT WE OFFER
We look after our employees by offering a host of benefits and investing in their talent through award-winning training
FIND OUT MORE
RECRUITMENT SALARY RANGE: $107,500 - $150,000*
LOCATION: Mahwah, NJ
At JLR, 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.
Reporting to the Technical Services Director, the Local Technical Support (LTS) Manager is responsible for the Technical Help Desk which provides support to our Retailers by assisting the technicians in diagnosis and resolution of vehicle concerns . The LTS Team provides retailers with prompt and accurate diagnostic information to support vehicle repair to achieve objectives including but not limited to Fixed Right First Time, Technical Assist (TA) response rate, closure time, and quality.
What you will be doing:Managing a team of 15 technical specialists who provide diagnostic and repair support to retailer techniciansRecording electronically all details of cases and interactions to support quality / manufacturing process improvementsManaging the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessarySupporting new product launches as and when required and increase the frequency of market visits to ensure a smooth launch periodLiaising with retailer staff on all issues directly related to fix right enhanced diagnostics (FRED) / warranty prior approvalConducting trend analysis using KPIs to identify opportunities for process improvement (e.g. FRFT) and share best practice & lessons learned with internal departments and retailer networkPerforming other duties as requiredWhat you will need:
Must have a bachelor's degree or equivalent work experience10+ years of experience in automotive diagnostic repair in a corporate setting5+ years of experience overseeing a call centerStrong leadership and communication skillsDemonstrated commitment to customer serviceStrong organizational skills with a keen attention to detailUp-to-date technical/ diagnostic experience including all major systems and sub-systems, particularly engine management, electronic equipment and vehicle emissionsMust be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of workStrong analytical, written and verbal communication skills.Ability to prioritize.Excellent analytical ability and decision-making skills.Requires excellent computer skills utilizing various Microsoft Office applications (e.g. Excel, Word).Location:
Mahwah, NJ (Hybrid Ways of Working Schedule Offered - Monday, Tuesday, and Thursday are office days and Wednesday & Friday choice days)
So Why Us?
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 companyYou 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.We offer work flexibility with a hybrid work scheduleOur employees receive a generous time off policyWe offer a discounted Luxury Vehicle Car ProgramJLRNA cares about employee health and we offer a state-of-the-art gym at our Mahwah, NJ locationEmployees also receive generous health care and retirement plansQuarterly MassagesComplimentary lunchMaternity/Paternity Leave
*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".
Please note that if you elect to apply for a role in another country and are successful you would need to be hired as an external candidate on local terms and conditions rather than transferring on your existing terms.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job 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. 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.
#WEAREJLR
At JLR 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.
FIND OUT MORE
OUR RECRUITMENT PROCESS
Find out what to expect at each stage of the process along with some hints and tips.
FIND OUT MORE
INSIDE JLR
Find out more about working here in our JLR Life Blog:
FIND OUT MORE
WHAT WE OFFER
We look after our employees by offering a host of benefits and investing in their talent through award-winning training
FIND OUT MORE