POSITION: Warranty Senior Specialist

LOCATION: Mahwah, NJ

RECRUITMENT SALARY RANGE: $95,000 - $119,000*

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 Upstream Technical & Warranty Manager, you will oversee the warranty claim escalation process in North America as the main interface to the retailer Network. You will be responsible for all aspects of warranty project management, reporting, and stakeholders management. 

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:

• Prioritizing the Digitalization of Warranty Processes: Look for opportunities to automate and digitalize the current market claim management process. Monitor and evaluate the Key Performance Indicators to investigate the root cause of any issues and develop and action plan with owners and deadline. Be constantly on the lookout for ways to improve current processes and to turn issues into business opportunities
• Leading the Retailer Support Process: Resolve all enquiries in a timely manner in collaboration with the global warranty team and in accordance to the established KPIs. Support the team with escalations that require further investigations. Offer customized training to retailers tailored toward their specific concerns and issues.  
• Managing New Warranty Project: Take the lead on the roll out of new programs  (i.e. Warranty Portal Enhancement, Repair Validation Code, Warranty API, etc). Design and implement a change management plan to communicate the impact to the retailers. Align with the field staff prior to rollout. Offer ways to handle questions and a hyper care period. 
• Enforcing Warranty Compliance: Ensure the Warranty Manual is understood, adhered to, and implemented. Review and request new deviations to comply with state legislations or market specific requirements. Support the Warranty Audit program and provide input to the auditors.  Produce any regulatory reports to government agencies such as CA New Vehicle Motor Board filing when requested

• 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, Engineering, or related field or equivalent work experience.
• A minimum of 5 years of experience in warranty, project management, or business analysis
• 5+ years of experience in Business Intelligence and working knowledge of data analysis
• 2+ years in supervisory role
• Automotive industry or customer service experience is preferred
• Advanced Proficiency in Excel and PowerPoint is a must
• Technical communication and writing skills as well as presentation skills for all levels of stakeholders
• Critical thinking and exceptional analytical skills, ability to multitask and prioritize to meet deadlines
• Results oriented with and reliable to take ownership and end to end delivery
• Excellent ability to build and maintain relationship in a global matrix environment  
• Eagerness to challenge the status quo and constantly evaluate and improve the process
• Flexibility and ability to adapt to changing global and local requirements
• Ability to travel locally as needed and internationally once/twice a year

Schedule: Hybrid Ways of Working (3 office days, 2 choice days)

*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”.

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
• Maternity/Paternity Leave
• And more!

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.

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