Field Diagnostic Manager

POSITION: Field Diagnostics 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 directly to the North America Technical Services Director, you will be responsible for managing a team of Senior Diagnostic Specialists (SDS) while providing oversight & support for all field technical matters across the North American region. This position is responsible for the development, implementation, and evaluation of the SDS team activities. WHAT TO EXPECT: In this role, no two tasks are the same. With lots of projects and relationships to build with people across the business and beyond, it's a challenge that will help your career grow within an iconic organization. Here's what to expect: * Partner with senior management to establish goals and develop strategy and objectives. * Collaborate with the Senior Management to establish and document robust processes, procedures, and systems for field service operations, including troubleshooting and repairs * Monitor 3-day technical assistance case report and manage technical escalation/deployment of assigned FSE's. Liaise with CRC and CA supervision and mediation and litigation specialist. * Analyse and consult on Retailer internal technical escalation and management operations. Conduct structured quarterly business reviews with Regional VP's and Customer Service Market Managers (CSMM's). * Direct customer/vehicle field involvement referred by CRC in complaint situations and follow up to resolution or litigation * Perform other duties as required WHAT YOU WILL NEED: Along with your ambition to achieve the exceptional, there are several skills that you'll need to have to help you succeed here, including: * Bachelor's Degree in Business, Automotive Technology, related degree, or equivalent work experience * Minimum of 7 years' experience in a technical and customer service and/or sales support role * 5+ years of direct Retailer or customer contact. * Knowledge of Retail automotive parts and service business * Knowledge of State lemon laws and regulatory requirements * Full understanding of technical aspects of premium brand vehicles * Must be able to work under pressure and meet firm deadlines, while consistently delivering a high standard of work * Excellent interpersonal and presentation skills are essential, and must be comfortable presenting to all levels of management * Must have strong business acumen, and the ability to work with people at varying levels with the organization and network; Schedule: Hybrid Ways of Working (Monday, Tuesday, Thursday - office days; Wednesday and Friday - choice days) Travel: as needed 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 company * Global Bonus Program based on company performance * You 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. * Our employees receive a generous time off policy * We offer a discounted Luxury Vehicle Car Program * Employees also receive generous health care and retirement plans * Quarterly Chair Massages * Maternity/Paternity Leave * Complimentary lunch * And more! * 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". Thank you for your interest in working for us, we love it here and think you will too! 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. #WEAREJLR #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

Created: 2024-10-30