POSITION:  Automotive Field Diagnostics Specialist - Toronto

LOCATION:   Field based role - Toronto area

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.

In this role, you will provide Retailers with written, verbal, and hands-on diagnostic support for hard to fix vehicles. You will also work proactively to identify tool, equipment, training and process deficiencies impacting Fix Right First Time. 

Reporting to the Product Investigation Manager, the Automotive Field Diagnostics Specialist will provide retailers with support using strong written, verbal, and face-to-face communication skills for assisting retailers in the efficient diagnosis and resolution of "hard to fix" vehicles to maintain customer satisfaction and support vehicle quality. He/She will assist the retailer technician in a wide variety of diagnoses and repairs. The Field Diagnostics Specialist will work proactively to identify tool, equipment, training, and process deficiencies impacting "Fixed Right First Time” performance.  In addition, the successful incumbent will be responsible for quality problem reporting to the Product Investigation and Engineering Teams to assist in the quick resolution of product concerns.

The significant responsibility will be to either remotely or physically assist in returning vehicles to operational standard; direction for support will be driven from a centralized office perspective (Mahwah office). Critically the candidate must work to identify process failure at retailer level and provide coaching and guidance on prevent recurrence to create a self-directing and self-sufficient retailer network.

Main accountabilities of the role include but are not limited to:

• Support the retailer network in the diagnosis and repair of all JLR vehicles, acting as the escalated touch point for hard to fix failures and component issues, ensuring a strong link between Front Desk Engineering, Engineering, and Service teams.
• Report out on results of diagnostics/problem resolution – all cases updated in GCM (global concern management system). Ensure all hard to fix issues are reported into Product Investigation Team. Submit Electronic Quality Reports on all frequently seen problems.
• Evaluate cases concerning customer complaints, previous warranty repairs and software failures to drive prevent recurrence and provide expert technical opinion.
• Perform consultative follow-ups, with retailers to drive self-sufficiency at a technical level. Document process failures to report back into JLR Head Office to improve overall JLR process (SEF) at retailer level
• Effectively plan, coordinate and document daily scheduling of retailer visits, investigations and activities. Planning and analysis to be done utilizing open RO and LTS daily reporting

Perform other duties as required.

Travel:  70%

Qualifications:

• Bachelor’s Degree in Engineering or relevant discipline, or equivalent work experience – 10+ years at a very high technical level.
• ASE Certification or equivalent.
• Minimum 10 years in an automotive technical service or engineering capacity.
• Expert knowledge of diagnostic procedures, manufacturer specific special tools, and test equipment
• Expert knowledge of Retailer process and procedure including knowledge of technical workflow at retailer level
• Prior leadership experience (i.e. Team Leader)
• Ability to work independently to logically analyze a technical problem, identify the root cause and document the results.
• Strong MS Office Skills
• Strong Verbal and Written Communication Skills
• Strong Presentation Skills

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, 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.