Local Technical Specialist

Position and Location

Local Technical Specialist – Mahwah, NJ (2 positions)

Coverage Areas:

• East Region, Canada, New York Metro and Florida (working hours 8-5)
• Central-West Region, Texas and Southern California (working hours 9-6 or 10-7)

Reporting to the Manager for Local Technical Support, you will provide technical support to Jaguar Land Rover retailers in North America 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 retailers with prompt and accurate diagnostic information to support vehicle repair.
• Record electronically all details of cases and interactions to support quality and manufacturing process improvements.
• Handle the timely escalation of aged cases where required, proactively contacting the retailer to aid case closure if necessary.
• Decide the correct diagnostic and repair path on high‑cost repairs with no financial limit, communicating the decision in simplified technical English to the technician.
• Use 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; elevate where the issue is technical, process or parts related.
• Travel to retailer to support repairs.
• Perform other duties as required.

• 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 in Simplified Technical English, and resolve technical problems.
• Strong knowledge of mechanical engineering, physics, principles 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.

Hybrid Ways of Working:
Monday, Tuesday, Thursday – office days;
Wednesday and Friday – choice days.

Base pay offered may vary depending on additional components such as location, skills, experience, and market factors. The total compensation package may also include other elements, including a target bonus in addition to a full range of medical/health, financial, and other benefits (including 401(k) eligibility and paid time off). Details of participation in these benefit plans will be provided upon an offer.

Employees are in an “at‑will” position.

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

JLR North America, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.